Performance Management Takes Your Reporting to the Next Level

NICE Systems

I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” Similarly, while reporting and dashboards provide a plethora of information, and you can eventually get the insights and data you need, it might take manual exporting, data manipulation and analysis to get there. When I worked in a contact center, there was a complicated projections report that we presented to the leadership team every Monday morning.

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Report: Activating Middle Managers to Drive CX Change

Experience Matters

We just published a Temkin Group report, Activating Middle Managers to Drive CX Change. Here’s the executive summary: It’s hard to get any group of employees to change their behavior when their managers are still reinforcing old processes, measurements, and beliefs.

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Report: The State of CX Management, 2017

Experience Matters

We just published a Temkin Group report, The State of CX Management, 2017. For the eighth straight year, Temkin Group has evaluated the state of Customer Experience (CX) management at large companies. It includes a lot of details about customer experience within large organizations and examines their effectiveness across Temkin Group’s Four CX Core Competencies: […].

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Report: The State of CX Management, 2018

Experience Matters

We just published a Temkin Group report, The State of CX Management, 2018. Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. Respondents not only answered questions about CX management, they also completed our CX Competency and Maturity Assessment. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

A recent report found. This report from. Are hiring managers adapting training and recruiting practices to. Not only that, another report revealed that. only does this help managers. for managing requests, which. workforce management (WFM).

Mastering Crisis Management Reporting

NetBase

As our Social Media Reporting Series has illustrated, social analytics are only half the battle. Here’s how to use Crisis Management Reporting to avoid the worst of what social has to offer – or to minimize damage if the worst comes to pass.

AskNicely Tops G2 Crowd Grid® Report for Enterprise Feedback Management Software

AskNicely

” AskNicely’s NPS Software achieved #1 in satisfaction ranking (97/100 points) on the Enterprise Feedback Management Grid Report, in addition to #1 scores in: Usability Index (9.22/10). For inclusion in the report a product must have received ten or more reviews.

How a 10-page Report Can Help You Win Your Customer

Heart of the Customer

This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […]. The post How a 10-page Report Can Help You Win Your Customer appeared first on Heart of the Customer.

Report: The State of Customer Journey Management and CX Measurement

Pointillist

Over 40% of respondents also report they are unsatisfied with their organizations’ ability to generate actionable customer insights quickly, and to take action on insights to make a business impact, more than twice the number of those who are satisfied with their organization’s ability to do so.

Research Report: Medical Field Service & Integrated Solutions

Astea

They also lack mobility solutions integrated in real-time with a central field service management (FSM) platform. The post Research Report: Medical Field Service & Integrated Solutions appeared first on Astea.

The Health of the Contact Center: Are You Ready for 2019?

This report details the opin- ions of over 1,000 contact center employees in the US and the UK, the confidence they have in succeeding at their. depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage.

Research Report: Medical Field Service & Integrated Solutions

Astea

They also lack mobility solutions integrated in real-time with a central field service management (FSM) platform. With heavy regulation and compliance requirements, field service organizations in the medical device industry are often the early adopters and technology leaders to watch.

Report: The State of the CX Management, 2015

Experience Matters

We just published a Temkin Group report, The State of the CX Management, 2016. Here’s the executive summary: For the seventh straight year, Temkin Group surveyed large companies to evaluate the state of their Customer Experience (CX) management. This is the seventh annual benchmark of CX activities, competencies, and maturity levels.

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How to Get Actionable Insight from your Contact Center Reporting

BlueOcean

It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. Contact Center Reporting

Forrester Report on the State of Customer Analytics 2018

CloudCherry

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. This report looks at what worked in 2018 in customer analytics and measurement. In this blog, we will discuss the key highlights of this report.

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Study: The Health of the Contact Center

This report details the opin- ions of over 1,000 contact center employees in the US and the UK, the confidence they have in succeeding at their. depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage.

Report: Lessons in CX Excellence, 2015

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms.

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Report: B2B Customer Experience Best Practices

Experience Matters

We published a Temkin Group report, Business-to-Business (B2B) Customer Experience Best Practices. This report provides data on the state of customer experience (CX) in B2B as well as 20 CX best practices across five critical B2B processes. Download report for $195.

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Five Tips for Improving Contact Center Management

NICE Systems

Contact center management is hard. You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process.

Mastering Influencer Analysis Reporting

NetBase

Our Social Media Reporting Series continues with a look at how to perform influencer analysis reporting – and why you must. There are a few different types of influencer reports you may use, depending on your needs at any given time. Influencer Identification Report.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

This report. Deliver impactful reports Make it easy for anyone across the organization. Implement reporting solutions. These reports will cut through. reporting–that transforms the contact center into a customer engagement center and a valuable source. Reporting

Q&A From My Webinar: The Path To Journey Management

Kerry Bodine

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. I hope you’ll watch the webinar if you haven’t already — and that you’ll find the answers below helpful on your own path to journey management. Journey Managers. Why is it a journey manager , and not a director? I look at this role as being structurally similar to that of a product manager.

Report: Propelling Experience Design Across An Organization

Experience Matters

We just published a Temkin Group report, Propelling Experience Design Across An Organization. Although customer experience (CX) management has become a relatively common activity within large organizations, companies still struggle to deliver consistently positive experiences to their customers. The post Report: Propelling Experience Design Across An Organization appeared first on Customer Experience Matters®.

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Report: Make Your VoC Action-Oriented

Experience Matters

We published a Temkin Group report, Make Your VoC Action-Oriented. This report identifies five strategies for simplifying VoC programs: Stakeholder Empathy, Tailored Insights, Feedback Rationalization, Loop-Closing, and Customer Journey Alignment. Download report for $195.

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Mastering Competitive Analysis Reporting

NetBase

Our Social Media Reporting Series continues with a look at how to use competitor analysis reporting to stay alive and thriving. What does competitive analysis reporting do for your brand? Through competitive analysis reporting.

Live Chat Benchmark Report Data 2019: CX efforts pay off as CSAT climbs

Comm100

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Free Download: Live Chat Benchmark Report 2019. Report. More customers and larger teams require better planning and management and more sophisticated processes.

Report: Creating and Sustaining a Customer-Centric Culture

Experience Matters

We just published a Temkin Group report, Creating and Sustaining a Customer-Centric Culture. Download report for $195. Download report for $195.

New Report Reveals How to Build Customer Confidence in 2015

360Connext

The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. Blog Customer Experience customer service Featured Recent News linkedin management retail Customers need reassurance.

[REPORT]: Benchmarking Tech Adoption in the Medical Device Industry

Astea

In this research report from Astea and WBR Insights, see how field service organizations in the medical device industry are prioritizing patient satisfaction with field service management software. Having a comprehensive field service management tech platform is key.

‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report

ijgolding

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.

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All about Panel Management Software

QuestionPro Audience

What is Panel Management Software? Panel management software is a tool that helps companies create a customized portal for their panel. Why Should You Use Panel Management Software? Panel User Management: Customize/add/edit fields for member profiling.

Mastering Social Media Reporting Guide

NetBase

But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Our new Social Media Reporting Series will explain the importance of reporting on your analytics insights, and how NetBase makes it easy to do.

Report: The Secret to B2B2C Customer Experience Success

Experience Matters

We published a Temkin Group report, The Secret to B2B2C Customer Experience Success. Download report for $195. Here’s an overview of the five B2B2C CX capabilities: Download report for $195.

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Mastering Social Media Reporting Series

NetBase

But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Our new Social Media Reporting Series will explain the importance of reporting on your analytics insights, and how NetBase makes it easy to do.

Don’t Undersell the Value of Your Contact Center Using Legacy KPIs and Reporting

NICE Systems

There is a growing discussion among contact center managers about how to implement effective, KPI-based reporting. This conversation is being driven by contact center modernization and a realization that the old “art” of call center management is giving way to the new “science” of contact center management. For years, many call center managers have focused on performance and efficiency metrics like total calls, hold times, handles times, cost per call, etc.

25 Secrets CX Analytics Reveal about Hospitality & Restaurant Consumers Report

NetBase

Here are some highlights from the NetBase report 2019 Hospitality & Restaurants: 25 Secrets Unlocked by Customer Experience Analytics. CX Successes, Crisis Management, and More. Customer Experience Management

Social Media Reporting Series: Mastering Brand Analysis Reporting

NetBase

This first post in our Social Media Reporting Series explains how Brand Analysis Reporting lets you communicate these insights quickly and, most importantly – accurately. We’ll talk more about Competitor Analysis Reporting in a future post. Tips for Impactful Reports.