Confirmit

SEPTEMBER 14, 2019

Those people, their opinions, and thoughts, however, are extremely important to your research. Today, researchers and CX pros constantly struggle with low response rates, straightlining, and simply disengaged respondents. Voice of the Customer Market Research Webinars. Gathering feedback from social media channels.

Webinar 40

Webinar Social Media Feedback Consumers 40

Calabrio

DECEMBER 18, 2020

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Analytics software is helping contact centers tap into that information for a better understanding of customer preferences, expectations and requirements.

Contact Center 52

Contact Center Leadership Insights Technology 52

SaleMove

JULY 8, 2020

The post The Times They Are a-Changing: Talent in the Contact Center Part 4: The Research Team appeared first on Glia Blog | Digital Customer Service Explained. The post The Times They Are a-Changing: Talent in the Contact Center Part 4: The Research Team appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Virtual Agent Blog Customer Service 52

SaleMove

JULY 8, 2020

In today’s contact center, employees use statistics from ACD reports, quality surveys, and staffing systems to adjust routing rules, suggest agent coaching programs, and adjust staff schedules. Data is the New Oil – Data Scientists in the Contact Center. Data is about to revolutionize contact centers as well.

Contact Center 58

Contact Center Sports Reference Insights 58

InMoment XI

DECEMBER 7, 2022

For example, many organizations measure call center experiences as a part of their CX program, which is a smart move. But is the call center interaction all that matters for the customer? Today’s organizations realize this; so, they try to continuously improve the way in which they deliver those experiences. .

Customer Experience 493

Customer Experience Call Center Touchpoint Measurement 493

Clarabridge

APRIL 11, 2017

Clarabridge recently conducted a study of both contact center agents and consumers. Dissatisfaction levels are at an all-time high when it comes to contact center calls. Only 15% of consumers report that they were ‘completely satisfied’ by their last call center experience. Here are some key takeaways from our survey.

Contact Center 77

Contact Center Call Center Social Media Customer Service Representative 77

NICE inContact

OCTOBER 15, 2018

Can your contact center keep up with changing consumer demands? The study also provide stronger opinions from consumers about artificial intelligence as AI becomes more prominent in contact center technology. The post [NEW RESEARCH] Can your Contact Center Keep Up with Changing Consumer Demands?

Contact Center 49

Contact Center Consumers 2018 2017 49

Experience Investigators by 360Connext

MARCH 26, 2024

Coresight Research) Meet New York’s Chief Customer Experience Officer (StateScoop) Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

2024 178

2024 Banking Advertising ROI 178

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Alida

OCTOBER 13, 2016

One of the biggest disruptions in the market research industry is the monetization of the research practice. According to research expert Ray Poynter, more insight teams are generating revenue by providing market research data and other value-added services to partners, sponsors and advertisers.

Marketing 235

Marketing Feedback E Commerce Advertising 235

Experience Investigators by 360Connext

JANUARY 26, 2021

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Maybe you think of market research, which can tell you about who your prospects and customers are , and the basics of what they care about within your industry or market. But those are all types of customer research.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. Contact Center Training: A Digital Leap Forward The way we train new hires at contact centers has changed drastically.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Amplifai Coaching Category

APRIL 23, 2024

Everything you need to know about call center productivity - from key productivity metrics to tools and strategies you can leverage to improve productivity.

Call Center 52

Call Center Metrics Contact Center Customer Service 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

OCTOBER 5, 2021

There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor. That’s when you can start socializing and sharing your findings to get buy-in from other leaders and to turn the research into action. Listen in a contact center or get recordings to share. But it’s not the only way.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. Compounding the challenges, the KPIs used by many contact centers don’t match organizational goals or business goals, affecting your contact center’s overall performance. Get clear and honest about your real goals.

Contact Center 88

Contact Center Measurement 2022 Culture 88

Magellan Solutions

FEBRUARY 14, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. Healthcare organizations can hand off their growing call center needs and redirect resources toward core clinical care. This raises satisfaction.

Call Center 98

Call Center Healthcare Hospitality Insurance 98

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Recent research by Playvox sheds new light on the state of contact center remote work. But there’s more to it.

Contact Center 77

Contact Center Engagement Management Communication 77

Integrity Solutions

APRIL 19, 2024

Salesforce research shows 65% of customers expect companies to adapt to their changing needs and preferences and “be that thoughtful neighbor or co-worker who brings their favorite coffee when they are having a tough week.” The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Sales 107

Sales Loyalty White Paper Contact Center 107

TechSee

MARCH 7, 2023

Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team. She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results.

2023 207

2023 Contact Center Leadership Hospitality 207

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. What Does The Contact Center Workplace Of The Future Look Like? Gartner research suggests the trend to remote will continue through 2023.

Contact Center 86

Contact Center Connections Engagement 2024 86

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms. You do not have a comprehensive security strategy.

Contact Center 139

Contact Center Customer Experience Competitive Advantage Call Recording 139

Playvox

OCTOBER 12, 2022

For many remote contact centers, it’s time to shift into a busier season, when the stakes are especially high for customer experience. Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks.

Contact Center 76

Contact Center Management Customer Service Representative 2023 76

TechSee

JULY 20, 2021

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. Catastrophic downtime.

Healthcare 207

Healthcare Hospitality Call Center 2023 207

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

Contact Center 90

Contact Center Multi-Channel Social Media Customer Service Representative 90

Interactions

MARCH 28, 2024

Leaders at GoDaddy have focused on creating a contact center that balances human interaction with AI. The role of data will continue to grow to create more productive and efficient experiences that generate increased revenue and improved customer experience, according to researchers at Opus Research.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Playvox

FEBRUARY 1, 2024

As a contact center leader, there’s no question you’re at the heart of the conversation. In an omnichannel contact center , that may include email, text, chat, social, voice-based interactions, and more. Earlier Zendesk research shows 61% of customers would switch to a competitor after one bad experience.

Contact Center 93

Contact Center Measurement Social Media Omnichannel 93

COPC

MAY 23, 2023

Most contact centers recognize the importance of team leaders. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. Enabling Team Leader Success COPC Inc.’s

Contact Center 88

Contact Center Engagement Leadership Webinar 88

CSM Magazine

SEPTEMBER 14, 2023

Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Ventana Research’s Buyers Guide is a quantified, research-based report evaluating technology providers and products. Calabrio is ranked the number one vendor for Reliability and Usability.

2023 59

2023 Management Contact Center Customer Centricity 59