Research Report: Medical Field Service & Integrated Solutions

Astea

Download this new research report from Astea and WBR Insights—entitled “ Benchmarking Medical Field Service Management and a New Generation of Integrated Solutions ”—to see the latest on: how the leaders of medical field service are prioritizing and aligning themselves with patient satisfaction.

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

Achieve CX Zen with Focused Reporting

MaritzCX

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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Achieve CX Zen with Focused Reporting

MaritzCX

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.

Report 260

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation

Industry leading analyst, Mary Wardley from IDC, will lead a panel of cloud technology leaders from Genesys discussing insights recently released in a joint report from IDC and Genesys. How Mid-Size Contact Centers are Adopting Cloud for CX Transformation.

For CMOs who want to keep their jobs, customer experience is job one: Report

Vision Critical

The State of Engagement Report found three quarters of those surveyed believe their jobs are on the line if their customer experience (CX) strategies are unsuccessful, while almost half of respondents believe it’s possible their jobs are at risk if their technology investments fail.

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How to Achieve 360 Business Insight—with Hierarchical Reporting

CustomerGauge

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 […].

Invitation Reporting 101

MaritzCX

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.

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Invitation Reporting 101

MaritzCX

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.

Report 260

Invitation Reporting 101

MaritzCX

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.

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4 storytelling devices to enhance your research reports and presentations

Vision Critical

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.

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Generation Z statistics: New report on the values, attitudes and behaviors of the post-Millennials

Vision Critical

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.

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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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The Human Factor in Digital Customer Experience – Free Report

inContact

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.

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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. Customers need reassurance.

Introducing CustomerGauge 4.0 and the All-New Report Hub

CustomerGauge

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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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.

VoC and CX Leaders Report Bullish Forecasts

MaritzCX

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VoC and CX Leaders Report Bullish Forecasts

MaritzCX

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Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report

Comm100

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.

NEW REPORT: 98% of U.S. Consumers Say Customer Service is Important in Choice of, Loyalty to Brands

Tricia Morris

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.

Report: Humanizing Digital Interactions

Experience Matters

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, […].

ForeSee reports record revenue

ForeSee

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.

Report: Five Steps For Building A Strong CX Metrics Program

Experience Matters

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®.

Reports of My Death Have Been Greatly Exaggerated

MaritzCX

The Internet will kill television. Television will kill radio. Radio will kill the newspaper. Didn’t really happen, did it? Many today are proselytizing the imminent demise of the research world’s workhorse—the humble survey. I’m here to tell you they are dead wrong…for now. Let me tell you why.

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Reports of My Death Have Been Greatly Exaggerated

MaritzCX

The Internet will kill television. Television will kill radio. Radio will kill the newspaper. Didn’t really happen, did it? Many today are proselytizing the imminent demise of the research world’s workhorse—the humble survey. I’m here to tell you they are dead wrong…for now. Let me tell you why

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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. The post 3 Customer Relationship Management Tips From a CX Book Report appeared first on SmarterCX.

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Experience Matters

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.

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Report: 2018 Temkin Experience Ratings (U.S.)

Experience Matters

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.

Call Center Outsourcing 2017 Mid Year Report

Magellan Solutions

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.

NEW REPORT: 63% of UK Consumers Have Left a Brand Due to Poor Customer Service

Tricia Morris

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.

The ultimate report on Millennial customers: Gen Y attitudes and their impact on tech, finance, media and other major industries

Vision Critical

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.

VoC and CX Leaders Report Bullish Forecasts

MaritzCX

We at Allegiance recently hosted the second annual VoCFusion conference, which brought together more than 300 voice of customer (VoC) and customer experience (CX) practitioners – roughly half of which were Allegiance clients – as well as thought leaders like Nate Silver, Bruce Temkin, and Esteban Kolsky, and veteran vendors from firms like Ernst & Young, Ipsos Loyalty, and Waypoint Group.

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Report: Temkin Loyalty Index, 2016

Experience Matters

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

‘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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Report: Channel Preferences Benchmark, 2018

Experience Matters

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.

2018 Home Renovation Report: Homeowner Trends, Spending and Priority Projects

QuestionPro Audience

To view our infographic with full report findings, click here. . While President Trump can be a controversial topic, only 28% report taking the presidential administration into consideration before making home improvement plans. Download the full infographic report here.

The Talkdesk Difference: Contact Center Reporting

Talkdesk

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.

Report: Temkin Loyalty Index, 2016

Experience Matters

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

The State of Customer Experience 2017 – Report

CSM Magazine

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.