Calabrio

SEPTEMBER 21, 2016

Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. In addition to the low level of data capture, almost half of all organizations (40%) have no contact center analytics capabilities. In the last year, U.S. They’re making their agents smarter to make interactions better.

Contact Center 100

Contact Center Analytics Technology Customer Voice 100

Clarivate

APRIL 3, 2024

We explored these timely topics with a panel of experts, capturing their insights in a new white paper entitled “The future of the IP legal profession: Balancing the rise of artificial intelligence with human expertise.” You can access it here. Listen to the full panel discussion using the on-demand webinar link here. Embrace change.

Technology 59

Technology Strategy Analytics Government 59

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Creating a Competitive Advantage with Analytics. click image to enlarge).

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Must You Ask?

Analytics 46

Analytics Data Competitive Advantage Social Media 46

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. What Must You Ask?

Analytics 40

Analytics Data Competitive Advantage Social Media 40

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Talkdesk

DECEMBER 1, 2020

Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results. Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

Clarivate

JULY 19, 2023

From a recent survey of 275 IP intellectual property (IP) professionals, 75% view patents as an important business driver and necessary for establishing a dominant market position. There are a variety of tools and various methodologies, like Clarivate Patent Search and Analytics , for determining relative patent strength.

Analysis 52

Analysis Comparison Strategy Tools 52

datastax

JANUARY 2, 2019

Here are the top six data management trends for 2019: Analytics, analytics, analytics . Personalized experiences, real-time insights, 360-degree customer views: the power of analytics can never be understated. White paper: The Power of an Active Everywhere Database. READ NOW.

Trends 105

Trends Data Management Government 105

inmoment

NOVEMBER 6, 2019

InMoment’s latest white paper, “ Why a Customer Experience Program is More Powerful Than Mystery Shopping ,” details what intelligent technology can do that mystery shopping simply cannot. . The Benefits of Adopting a Holistic CX Program . 2 Your CX and performance data is carefully and optimally organized. .

Strategy 40

Strategy e-support Feedback Technology 40

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytics Maturity: Leaders, Challengers and Laggards.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Daniel Group

SEPTEMBER 22, 2022

A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it. Their research showed, among other things, that: 87 percent of companies responding to the survey felt they provide excellent CX. There are many reasons for this divide.

Measurement 52

Measurement Management Customer Journeys B2B 52

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytics Maturity: Leaders, Challengers and Laggards.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Alliance by IFS

OCTOBER 8, 2015

Mobile field service management solutions can provide a wide variety of features and benefits for service organizations, from time/material tracking and scheduling/ dispatching, to contract management, navigation, and reporting and analytics. For more information, you can download the white paper here.

Strategy 50

Strategy Return on Investment Competitive Advantage ROI 50

Uniphore

DECEMBER 17, 2021

Conversational AI and Automation Optimize Experiences and Reduce Costs Optimizing the member experience starts by understanding and optimizing every conversation before, during, and after an agent/consumer interaction — from self-service to agent assistance to after-call follow-up and post-interaction analytics. Post-interaction analytics.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Eptica

FEBRUARY 6, 2019

That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

Automotive 73

Automotive Social Media Contact Center Banking 73

Horizon CX

JANUARY 6, 2020

After earning a degree in Chemistry and performing moderately interesting work and building a moderate reputation within the field of analytical chemistry, I began to feel a bit constrained working in small spaces wearing a white lab coat and safety specs while running solitary experiments that didn’t involve contact with real people.

Airlines 100

Airlines Course Management Survey 100

delighted

AUGUST 23, 2019

You may know from analytics that specific features of your product are not being used or that there are specific points where new users are dropping off. Is this about a white paper that they read? This is where customer experience surveying comes in. Say you have now created and sent your first CX surveys.

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

SurveySparrow

APRIL 11, 2021

Meet the needs of different leads: Some of the most efficient lead nurturing strategies will include the use of data and analytics. You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow. These, when used cleverly, you will be able to know what each of the leads wants.

Strategy 98

Strategy How To Effort Score Social Media 98

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. We’ve seen employee surveys where there are no customer-related value elements.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. That data can be quite granular and transactional, as detailed as looking at every mouse click a customer makes, every character they type, and every individual word they write in a survey.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 40

Government Customer Service Self Service Customer Centricity 40

Comm100

JANUARY 14, 2020

According to a survey conducted by UBM, 75% of participants cited having to repeat themselves as their biggest issue when communicating with a brand. The right solution should also have top-notch routing, prioritization, and analytic capacities. This post includes highlights from our Omnichannel white paper. White Paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

InMoment XI

NOVEMBER 2, 2021

For example, a major athletic company sought to capitalize on acquisitions by optimizing its surveys to find new types of customers. A top-tier mattress retailer used CX tools to install an exit survey for departing employees, giving them a greater understanding of employee sentiment.

ROI 260

ROI Customer Retention Infographics eBook 260

Comm100

JANUARY 14, 2020

According to a survey conducted by UBM, 75% of participants cited having to repeat themselves. The right solution should also have top-notch routing, prioritization, and analytic capacities. This post includes highlights from our Omnichannel white paper. Increased customer satisfaction. Tools such as intelligent routing.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. But contact centers are not built to serve managers, they are built to serve customers.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Avaya

JANUARY 29, 2019

Speech Analytics – Transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence. Customer Feedback – Engage customers immediately following their interaction with agents via short, dynamic surveys. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the live chat provider make it easy for customers to submit their feedback via post-chat surveys after their support interaction?

Software 103

Software Customer Engagement Engagement Social Media 103

Calabrio

MAY 3, 2017

They spend hard-earned resources on surveys, focus groups and other outbound customer feedback channels without realizing that this very same data lives a few doors down in their very own contact center. And best of all, it’s free; no costly surveys or additional marketing expense required. It’s time to widen the VoC lens.

Contact Center 100

Contact Center Meeting Infographics Advertising 100

Bold360

NOVEMBER 30, 2016

Detailed reports and analytics – insights on outcomes from conversations, conversions, and other data. Learn how a customer service bot can help you improve customer retention and cx- download our free white paper! Conversation logs – complete history of actual conversations.

Chatbots 40

Chatbots Strategy Self Service ROI 40

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. An excellent way to gauge your knowledge base’s effectiveness is to include a one-question survey or have a chatbot ask if the article was helpful. Your knowledge base can include : Quick-start guides. How-to instructions. Product specifications. Video demonstrations or tutorials.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

BirdEye

DECEMBER 14, 2022

Paying attention to your social media analytics can give you insights into your target audience and help you decide what content will work best for your business, when to post your content , and how to adjust your content strategy as your business grows online. Pros: Shows you’re a thought leader in the industry. Infographics.

Social Media 98

Social Media eBook Infographics Entertainment 98