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.

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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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: 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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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

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.

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.

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.

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.

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.

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).

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

Five Tips for Improving Contact Center Management

inContact

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.

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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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.

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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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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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.

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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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.

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 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.

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: 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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3 Customer Relationship Management Tips From a CX Book Report

Smarter CX

From an excellent book report to a case study in artfully executed customer relationship management, here are three key takeaways from the episode that can help improve your own CX strategy. Adapted advice from Experience This! podcast with Joey Coleman and Dan Gingiss.

You want talent, but can you manage it?

CX University

This means they manage to keep 12,588 employees happy. Listening is further embedded into mid-level managers, who are given responsibility for taking action to address arising issues and to improve engagement. 2016 Telework Annual Report ” USPTO: Washington D.C.

The Three Pillars of Customer Experience Management

CloudCherry

But the methods we’re using to manage the customer experience are stuck in the past. We’re still surveying customers the same way we were in the 90s, still battling siloed data and processes, and still relying on guesswork or bureaucratic reports to choose potential initiatives.

How To Manage Expectations

Beyond Philosophy

I have, but I never thought much about it until I heard this NPR report. Then, when it really takes two hours and 15 minutes, the airline can report that you’ve arrived early. Airlines are Managing Customer Expectations. The post How To Manage Expectations appeared first on.

Topdown Named in Content Services Market Report

Topdown

September 26, 2018) research report (paywall). In the report, McKinnon defines the “content platform” technology category by segmenting the marketplace based upon market presence (read: revenue) and functionality. Subsequently, the report provides guidance to EAs for selecting a vendor.

Forrester Names Topdown in Content Services Report

Topdown

September 26, 2018) research report (paywall). In the report, McKinnon defines the “content platform” technology category by segmenting the marketplace based upon market presence (read: revenue) and functionality. Subsequently, the report provides guidance to EAs for selecting a vendor.

2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Tricia Morris

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Download the Full Report.

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Customer Service KPIs, Metrics and More: How to Build an Effective Reporting System

Comm100

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the team’s performance and make improvements to service. Types of Channel-Specific Report Formats. Frequency of Reporting.

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Report: Customer Communications Management in the Insurance Industry

Topdown

International Data Corporation ( IDC ) recently released the findings from a multi-client survey conducted in spring 2016 called Document Strategies for Customer Communication Management: Insurance.

9 Practical Tips for an Effective NPS Data Analysis and Reporting

Retently

For example, you could find out that your product is quite popular with middle management while executives don’t interact with it. Survey delivery reports provide great insight into this matter, most important metrics to consider being the survey response and survey score rates.

“Mastering Customer Experience” from Field Technologies

Astea

In this Astea-sponsored special report from Field Technologies, your company will learn about the 5 Essential Technologies for Mastering Customer Experience. According to Field Technologies’ recent report, the best way to set yourself apart is by providing a superior customer experience.

What is field service management software?

Astea

Field service management software is designed to help manage a service-driven business. The best types of field service management software can organize all aspects of your business with both a back office platform and a mobile app for technicians on the go. Project Management.

New Report: Delivering Top Experience Management across the Web, Mobile and Commerce

Natalie Petouhof

Tweet In this new report we look at some of the key concepts for defining the elements required for superb experience management in the digital business disruption era. Organizations lack leadership and governance for experience management success.

5 Helpful Contact Center Tools for Managers

inContact

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center.