Customer Think

FEBRUARY 28, 2024

” Cracking the code on what drives marketing effectiveness can be incredibly difficult. One of the more infamous quotes in marketing is usually attributed to John Wanamaker, who reportedly said, ” Half the money I spend on advertising is wasted. The trouble is, I don’t know which half.”

72

72

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Intercom, Inc.

AUGUST 12, 2020

That painful choice ends today as we unveil an array of new features that range from advanced ticketing workflows to new Inbox views, from beefed-up Reporting dashboards to sophisticated asynchronous support. These are deep, powerful features that significantly uplevel the Intercom experience across the Inbox, Messenger, Reporting, and more.

Start-ups 249

Start-ups Customer Experience Customer Service 249

Beyond Philosophy

SEPTEMBER 17, 2020

Townsend researches visual processing and visual design’s effect on customer behavior. In one of Townsend’s early papers, she analyzed the hyper-rational financial disclosures, i.e., annual reports to investors, to find evidence of esthetics’ effect on behavior.

Retail 163

Retail Customer Experience CX 163

Intercom

FEBRUARY 27, 2024

Today we are delighted to announce an exciting set of new capabilities, metrics, and improvements to the reporting features in Intercom. Alongside these new insights, we are unveiling powerful new chart types and chart drill-in features that allow users to get conversation-level insights from charts and reports.

AI 52

AI Actionable Insights Customer Service Customer Experience 52

TeamSupport

JULY 31, 2023

Where do they offer ongoing feedback, report issues regarding product use, ask general questions, or simply get help at the moment needed? Integrated ticketing and live chat software offers enhanced data reporting capabilities that can provide valuable insights for customer support teams.

Social Media 97

Social Media Customer Satisfaction Innovation Customer Service 97

Intercom, Inc.

MARCH 25, 2021

This is allowing for improved patient experience, increased workflow efficiency, and effective data management. The HIPAA attestation report covers both the HIPAA Security Rule and HITECH Breach Notification rule , and a Business Associate Agreement (BAA) which can be made available for execution with applicable customers.

Healthcare 268

Healthcare Compliance Government Technology 268

Fonolo

JANUARY 19, 2023

According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. Zippia reports that 65% of contact center agents have college or university education Stressful work Call center work is stressful. The numbers are sobering. DID YOU KNOW?: Agents can feel like they’re putting out fires all day long.

Data Entry 155

Data Entry Contact Center Education Social Media 155

Intercom, Inc.

AUGUST 13, 2020

We’ve always used Intercom to provide support for our customers and, as our customer base has grown, we’ve seen first hand the needs for better reporting and workflows in Intercom. Instead of opening a browser tab for each of your team members, you can now see conversations of the teammates that report to you in one place.

Engineering 211

Engineering Gaming Sales Customer Feedback 211

C3Centricity

FEBRUARY 27, 2024

This is why atomic change is more effective than quantum disruption. But this is no longer the only path to success and is certainly not the most effective. Statistics That Speak Volumes The effectiveness of atomic change is not just anecdotal; it is backed by compelling statistics: 1.

E-commerce 90

E-commerce Retail Innovation CX 90

Execs In The Know

MAY 1, 2024

In fact, according to Calm’s 2024 Voice of the Workplace Report, there’s a lot of work to be done: a staggering 69% of survey respondents said their mental health stayed the same or got worse in the past year. Establish a routine that is easy to follow yet effective in keeping stress at bay.

105

105

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. The results?

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Lumoa

FEBRUARY 14, 2024

Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away. times more effectively than brands that did not devote resources to it. How customers experience your brand is more important than ever before.

Customer Experience 83

Customer Experience ML Social Media CX 83

SurveySensum

FEBRUARY 14, 2024

Now, you’re probably wondering, “But how do I effectively gather and utilize this feedback?” Having the right tool is essential as it enables effective collection and utilization of employee feedback, turning it into actionable insights for exceptional employee experience that directly impacts business growth.

Close the Loop 52

Close the Loop Start-ups Text Analytics Outlook 52

Intercom, Inc.

APRIL 7, 2020

We also spoke directly to support leaders to understand how they’ve responded to the effects of COVID-19. In our survey, nearly half (47%) of support teams report that inbound volume has increased since the outbreak and by an average of 51% above their normal volume. B2C support teams are feeling the effects most acutely.

B2C 217

B2C B2B Education Healthcare 217

Intercom, Inc.

MARCH 28, 2022

Customer experience – and by extension, customer engagement , which is the combined cumulative effect of the customer experiences you offer at every touchpoint – can be tricky to get right at scale, especially when you’re trying to provide a cohesive experience across multiple teams and channels.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. Help desk metrics are measurements that allow you to track your performance and effectively adjust your strategy to provide better customer support. 12 help desk metrics to track for more effective customer support. What are help desk metrics? Resolution Time.

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

TeamSupport

NOVEMBER 18, 2022

According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%. About 80% of customer support leadership reported anticipating or already having experienced a reduction in the ability to hire. 46% of companies report growth in assisted support demand.

Customer Satisfaction 98

Customer Satisfaction B2B Customer Experience 98

Customer Think

FEBRUARY 20, 2024

At a time when marketing budgets are tightening, surveys and survey reports represent some of the most compelling and cost-effective content a B2B marketer can produce.

B2B 69

B2B 69

Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

ECXO

JUNE 13, 2023

Only 22 percent of those surveyed say they are effective in using analytics and data. The financial metrics are there, too, with companies reporting sales growth and additional revenue. The full Report is available HERE. The post Effective real-time marketing appeared first on ECXO - European Customer Experience Organization.

Predictive Analytics 132

Predictive Analytics Government Sales Customer Retention 132

TeamSupport

APRIL 24, 2024

Achieving this satisfaction begins and ends with how effectively a company can manage, respond to, and resolve support tickets. Operational Efficiency: A Domino Effect When discussing the benefits of simplified ticket management, one cannot overlook the ripple effect it has on operational efficiency.

Gaming 52

Gaming Customer Loyalty Customer Satisfaction Customer Service 52

TeamSupport

NOVEMBER 15, 2023

Companies need to know what their staffing needs are at any given time or season to effectively manage support demand. Here is some expert advice on how to find the “sweet spot” between overstaffing and understaffing your customer support team, and what skill sets you’ll need to look for to scale your team effectively.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

Customer Think

DECEMBER 2, 2021

Most companies face hiring and staffing challenges ahead of the holiday season, but the past two years have been especially difficult with the pandemic’s ripple effect creating the toughest hiring seasons on record. For instance, reports from the U.S. Labor Department indicate nearly 4.3 Despite there […].

116

116

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Contact Center 48

Contact Center Artificial Intelligence AI Actionable Insights 48

Zonka Feedback

JUNE 12, 2023

Make it easy for your customers and internal teams to report bugs and streamline the Bug Reporting Process. However, effectively dealing with bugs is what sets successful companies apart. However, effectively dealing with bugs is what sets successful companies apart. Bug-free applications are a myth.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback 52

Zonka Feedback

JUNE 12, 2023

Make it easy for your customers and internal teams to report bugs and streamline the Bug Reporting Process. However, effectively dealing with bugs is what sets successful companies apart. However, effectively dealing with bugs is what sets successful companies apart. Bug-free applications are a myth.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback 52

Zendesk

JANUARY 17, 2024

Now in its sixth year, our annual CX Trends report is the biggest and most important to date. While CX leaders and their teams wrestle with how to effectively implement AI, they understand that if they’re successful, the rewards will be well worth the effort. We’ve identified ten distinct trends to help you navigate the road ahead.

CX 52

CX Artificial Intelligence AI Touchpoint 52

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Fonolo

AUGUST 3, 2021

Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). This is where organizing your contact center metrics into custom reports comes into play.

Contact Center 142

Contact Center Net Promoter Score Start-ups Customer Satisfaction 142

Customer Think

NOVEMBER 24, 2022

Gamification is known to invoke gameful, richer, and appealing experiences and engage users in an effective way. An HBR report suggests gamification is a go-to tactic […]. It drives pervasive and behavioral change in the users to grab their attention.

Customer Experience 84

Customer Experience Gaming Customer Loyalty 84

Hodusoft

JULY 19, 2023

Here are some of the key benefits: Enhanced Customer Service : Inbound call center software boosts customer service by offering features that help agents manage incoming calls effectively. This ensures that customers are connected to the most appropriate agents who can effectively meet their specific needs.

CRM 98

CRM Customer Satisfaction Compliance Artificial Intelligence 98

ClearAction

MAY 14, 2024

This is central to becoming more customer-centric, differentiated, efficient, effective, and prosperous. This way, they can amplify touchpoint efficiency and effectiveness. When you don’t report VoC accordingly, it’s no wonder VoC and Customer Experience Managers seem out-of-sync or dispensable in hard times.

48

48

Zonka Feedback

JULY 13, 2023

Generating traffic and leads is a major challenge for over 61% of marketers, according to HubSpot's State of Marketing report. To overcome this hurdle and drive revenue, it is crucial to effectively generate high-quality leads. But how do you do that?

B2B 52

B2B 52

TeamSupport

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience.

Machine Learning 52

Machine Learning Customer Satisfaction Omnichannel AI 52

TeamSupport

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience.

Machine Learning 52

Machine Learning Omnichannel Customer Satisfaction AI 52

Fonolo

SEPTEMBER 30, 2021

While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. What is call center reporting? To ensure your adherance report is accurate, don’t forget to account for these activities. How to Calculate an Adherence Report?

Technology 136

Technology Technology 136