This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. MORE
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. MORE
Drawing on qualitative and quantitative research with over 200 professionals involved in delivering customer experience, the report highlights a worrying technology gap. About the Report. You can download the full report here. MORE
The post Report: 2018 Temkin Experience Ratings (U.S.) 2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. MORE
Forrester Research, one of the most influential research and advisory firms in the world, reports regularly on digital customer experience trends. In both trends, the report illustrates how companies maintain the human element as the umbrella to the innovation. MORE
The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. Download the report for more stats and insight on Gen Z. MORE
We just published a Temkin Group report, The State of CX Management, 2018. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®. Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues. MORE
Today’s customers make important buying decision in split seconds and companies need to utilize real-time contact center reporting to keep up. Talkdesk Live comes with pre-built reports and also offers the functionality to build custom dashboards based on any company’s needs. MORE
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 MORE
“The Engagement of Opportunity for Utilities” report by HomeServe surveyed 20,000 Utility customers across 20 countries to better understand concerns, behaviours and needs. MORE
We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. In this report, we provide a blueprint that organizations can follow to create an actionable CX metrics program. The post Report: Five Steps For Building A Strong CX Metrics Program appeared first on Customer Experience Matters®. MORE
The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®. We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. MORE
The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. Customers need reassurance. MORE
Our omni-channel platform offers a range of customer experience specific analytics, performance management and self-service reporting functions that can be overlaid with your businesses financial, operational or other data to identify crucial relationships. MORE
Using an aggregation of live chat reporting stats from organizations using Velaro, we’ve come up with some baseline averages to help you manage your own organization’s performance. More about Live Chat Reporting. Ecommerce Live Chat Reporting. MORE
We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty MORE
Are you struggling or spending a lot of time trying to get actionable reports out in the face of so much data? If your answer is yes—then hierarchical reporting is the answer for you. Hierarchical reporting enables companies to get more detailed insight into […]. MORE
We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty MORE
We just published a Temkin Group report, Humanizing Digital Interactions. Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, […]. MORE
Here are three striking sneak-peek statistics from Microsoft’s 2016 State of Global Customer Service Report and we welcome you to join us for the full report reveal. Get the Report. Attendees will receive the full report, as well as the webinar recording. . MORE
And in case you’ve missed it, here are some hot reports you can only get through NICE inContact for a little while longer, so better download your copy now! These Blogs and Reports Should Help appeared first on inContact Blog. MORE
Focusing on what matters is essential to your daily life and to your business. Without focus, we would walk blindly through life. In the article How The Power of Focus Can Lead You To Success there is a story of a Zen master teaching his students. The Zen master wanted to show his students a. MORE
130 
and the All-New Report Hub appeared first on CustomerGauge. Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday. MORE
CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. What’s interesting about this report is that it finds that there is no one universal priority for 2018. MORE
The post Call Center Outsourcing 2017 Mid Year Report appeared first on Magellan Solutions. The beginning of the year 2017 made some stakeholders in the outsourcing industry, notably call center outsourcing , a little concerned. MORE
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. MORE
With the Institute of Customer Service reporting that customer satisfaction in the U.K. The post NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service appeared first on Parature. MORE
Download this report to learn more. This report, The Future of CX Measurement, October 2017, Forrester , shows how CX transformation leaders can modernize surveys, tap into new sources of CX measurement data, and upgrade CX analytics to drive more action. MORE
The post ForeSee reports record revenue appeared first on ForeSee. We’re kicking off our 11th annual ForeSee Summit in Phoenix, Arizona with some great news — today we announced record revenue in 2016 and the 16th consecutive year of growth. MORE
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors. MORE
We just published a Temkin Group report, Propelling Experience Design Across An Organization. This report explores how companies can use Experience Design – which we define as a repeatable, human-centric approach for creating emotionally resonant interactions – to craft consistently excellent interactions and how they can share and spread these capabilities across the entire organization. MORE
In a new comprehensive report, Vision Critical, in partnership with the insights consultancy Maru VCR&C, set out to uncover truths and bust myths about this elusive generation. Get your copy of the report. We collected a taste of the report’s most fascinating findings below. MORE
Download this report to learn more. This report, The Future of CX Measurement, October 2017, Forrester , shows how CX transformation leaders can modernize surveys, tap into new sources of CX measurement data, and upgrade CX analytics to drive more action. MORE
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. MORE
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. MORE
We published a Temkin Group report, Temkin Loyalty Index, 2017. Download report for $295 (Includes report plus dataset in Excel. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries. MORE
This is the first in a series of blog posts regarding use of features and functions available in the Allegiance Engage7 Voice of Customer platform. MORE
State of Multichannel Customer Service Report published by Microsoft Dynamics CRM and Parature, from Microsoft shows that consumers now use at least four different channels regularly when interacting with a brand or organization for customer-related questions and issues. MORE
We just published a Temkin Group report, State of the CX Profession, 2018. This report also includes a compensation study, which is Read More. The post Report: State of the CX Profession, 2018 appeared first on Customer Experience Matters®. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. MORE
The days of data tables, 100-slide presentations and 300-page reports are done. The smartest researchers today know that their job isn’t just to generate data points and reports. Today, storytelling is the key to communicating research findings in ways that create impact. MORE
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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
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And in case you’ve missed it, here are some hot reports you can only get through NICE inContact for a little while longer, so better download your copy now! These Blogs and Reports Should Help appeared first on inContact Blog.
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Focusing on what matters is essential to your daily life and to your business. Without focus, we would walk blindly through life. In the article How The Power of Focus Can Lead You To Success there is a story of a Zen master teaching his students. The Zen master wanted to show his students a.
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and the All-New Report Hub appeared first on CustomerGauge. Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday.
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We just published a Temkin Group report, Propelling Experience Design Across An Organization. This report explores how companies can use Experience Design – which we define as a repeatable, human-centric approach for creating emotionally resonant interactions – to craft consistently excellent interactions and how they can share and spread these capabilities across the entire organization.
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The Genesys State of CX Report surveyed roughly 2,000 consumers and 1,300 businesses around the world. Get the Stats- Don’t Become a Tragic Customer Experience Statistic. The results are in: only 2% of customers prefer chatbots.
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The post Report: 2018 Temkin Experience Ratings (U.S.) 2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.
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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. And it’s true: the report data also shows that call volume. VoC) analytics and advanced reporting–that transforms the contact center into a.
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The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®. We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S.
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We just published a Temkin Group report, State of the CX Profession, 2018. This report also includes a compensation study, which is Read More. The post Report: State of the CX Profession, 2018 appeared first on Customer Experience Matters®. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.
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We published a Temkin Group report, Temkin Loyalty Index, 2016. This is the second year of this study that examines the loyalty of U.S. consumers to 294 companies across 20 industries. Here’s the executive summary: The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we […]. Benchmarks Customer experience Temkin Group Research loyalty
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