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

Performance Management Takes Your Reporting to the Next Level

inContact

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: The State of the CX Management, 2015

Experience Matters

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management.

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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.

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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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).

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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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.

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

[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.

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.

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.

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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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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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.

5 Employee Management Tips to Boost Employee Morale

Michel Falcon Experience

Managing employees isn’t hard! I believe managing employees isn’t as hard as we make it out to be. We simply need to adhere to some sound employee management tips and strategies to become great companies. I’ve come a long way in my leadership ability to manage a team.

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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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.

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.

[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.

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.

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.

Field Service USA Report | Emerging Technologies in Field Service

Astea

Astea sponsored the Field Service USA “ Emerging Technologies in Field Service” report that outlines the benefits of four emerging technology categories in field service management : IoT and Big Data. Field service management technologies. Download Report.

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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[Report] Are Chat Bots the Future of Service?

Astea

By having access to all data collected through various technologies such as CRM and workflow management, companies are able to program chat bots to support a more efficient customer service and contact center and create a more flexible, automated dispatch and scheduling platform.

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.

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.

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.

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.

Taking Action to Boost Performance Based on Quality Assurance Reports

PlayVox

Quality assurance reports give QA analysts, managers and team leaders critical information upon which to make decisions. Customer Experience CX Culture