Banner Before Header

Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty

NICE inContact announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center agents who are a vital link to improving customer satisfaction and loyalty. The State of Experience and Engagement in Today’s Contact Centers study, commissioned by NICE inContact and ICMI, polled over 150 agents across 20 different industries to better understand where they view their greatest impact on customer experience, serving as effective brand ambassadors, and inspiring…

Stuck on Service: 76% of Business Decision Leaders Say It Will Be Difficult to Achieve Customer Satisfaction Without Raising Costs

Independent study commissioned by Ada in March 2020 underscores customer satisfaction as top business priority; Ada launches CSAT Pro to better understand and optimize chat interactions Ada, the leader in Automated Customer Experience (ACX), announced new findings from a commissioned study conducted by Forrester Consulting on behalf of Ada in March 2020 which found that many business leaders say that customer satisfaction is their top goal but three out of four (76%) expect difficulty in achieving this without raising…

Artesian Solutions Tops G2’s European Regional Satisfaction Index for Sales Intelligence Providers

Artesian Solutions, a leading provider of client intelligence and risk solutions, has ranked number 1 in G2’s (formerly G2 Crowd) European Regional Satisfaction Index for Sales Intelligence, Spring 2020. Artesian scored higher across the board than others in the market, including LinkedIn Sales Navigator, InsideView and Zoominfo. G2’s report represents the democratic voice of real software users, rating sales intelligence products based on data sourced from user reviews with data aggregated from online sources. Artesian…

Verint Receives Top Scores for WFO Customer Satisfaction in New Market Report

For the Thirteenth Consecutive Year, Verint Named a Leader in Contact Center WFO Market; Ranked First in Customer Satisfaction for Product Capabilities; Earns Top Ranking as Quality Management Market Share Leader Verint Systems Inc., The Customer Engagement Company, announced it has been recognized for the thirteenth consecutive year as a leader in workforce optimization (WFO) in DMG Consulting LLC’s new 2019/2020 Workforce Optimization Product and Market Report*. Verint is the only featured vendor to receive a perfect…

Khoros Announces the Launch of Khoros Bot to Improve Agent Efficiency and Customer Satisfaction

New solution will integrate with messaging channels and facilitate better care engagement Khoros, the global leader in customer engagement software, announced the launch of Khoros Bot, a new chatbot technology to create better experiences for customers and agents. Khoros Bot is an addition to Khoros Care — an intelligent solution to help brands serve and resolve customers’ needs on their digital channel of choice — and further extends the company’s leadership in automation and AI strategy. Customer Service and Contact…

The Slump in Customer Satisfaction Persists, American Customer Satisfaction Index Shows

The decline in US customer satisfaction continued in the final quarter of last year, falling 0.4% to a score of 75.4 (on a scale of 0 to 100) on the American Customer Satisfaction Index. “Some sectors of the economy risk a decline in customer satisfaction due to increased productivity” Given record low unemployment and a strong stock market, it is understandable why many commentators in the media are praising the “strong economy.” However, even a cursory look beyond employment and the stock market provides a…

xiQ Receives the Highest Customer Satisfaction Ratings for Account-Based Marketing

xiQ, the leading AI-powered Account-Based Marketing (ABM) and Sales platform, has been recognized as the 2020 ABM High Performer by G2, the leading business solutions review site. xiQ's AI-powered platform is catalyzing the B2B Sales Intelligence and Account-Based Marketing landscape. xiQ has been recognized as an ABM high performer for receiving the most 5-star reviews amongst all ABM solutions reviewed on G2. xiQ received the highest ratings for: Meeting requirements - (9) Product direction - (10) Ease of use…

Customers Give NICE inContact CXone Perfect Scores in all 12 Vendor Satisfaction Categories in DMG Report

For the Second Consecutive Year, CXone Achieves the Highest Overall Vendor and Product Satisfaction Ratings NICE inContact announced that CXone, the world’s #1 cloud customer experience platform, received perfect 5.0 scores from customers for all 12 vendor satisfaction categories, according to a new report by contact center, back-office and real-time analytics research and consulting firm DMG Consulting LLC. Customers Give NICE inContact CXone Perfect Scores in all 12 Vendor Satisfaction Categories in DMG Report. DMG…

Tesco Announced as Finalist in the UK Customer Satisfaction Awards

The Institute of Customer Service Has Selected Its Finalists in Esteemed UK Customer Satisfaction Awards, Recognising Innovation and Expertise in Customer Experience InMoment, the leading provider of experience intelligence (XI), is proud to announce the selection of its client, Tesco, as a finalist in The UK Customer Satisfaction Awards. Tesco is one of the world’s leading multinational retailers, with 6,700 stores and serving approximately 80 million customers a week. The awards acknowledge companies and organisations…

Talkdesk a Leader in G2 Crowd Winter 2020 Report with Highest Satisfaction Scores and User Reviews

Talkdesk Earns Top Spot in Best Software for Contact Center Operations, Telecom Services, Auto Dialer and Speech Analytics Talkdesk®, Inc., the cloud contact center for innovative enterprises, today announced it led the contact center solutions industry in four separate categories of the G2 Crowd Winter 2020 report. Talkdesk received the highest score in Best Contact Center Operations Software, Best Telecom Services for Call Centers, Best Auto Dialer Software and Best Speech Analytics Software. Talkdesk is a Leader in G2…

Users Reveal Top Five SMM Vendors of 2019 for User Satisfaction Through SoftwareReviews

eClincher, Mavsocial, Khronos, Zoho Social, and Oracle Social Cloud Are Named the 2019 Social Media Management SofwareReviews Data Quadrant Gold Medalists SoftwareReviews, a division of world-class IT research and consulting firm Info-Tech Research Group, has published its 2019 Social Media Management (SMM) Data Quadrant Awards, naming five gold medalists based on excellent user reviews. The following vendors are leaders according to software users’ answers to some very interesting questions focused on user satisfaction,…

Lenovo Global Study Reveals Employee Satisfaction Gap with SMBs Linked to Poor Tech Provision

A new global study commissioned by Lenovo finds that close to half (40 percent) of all SMB employees who participated in the study are dissatisfied with their work environments. As an increasingly mobile workforce shapes employee expectations for access to technology that enables co-working, shared spaces and better work-life balance and integration, SMBs appear to have fallen behind the curve on delivering positive employee experience (EX). SMBs are key to economic growth, representing over 90 percent of the business…

Poly Builds on its 50-year Heritage of Contact Center Solutions Designed to Enhance Customer Satisfaction

Poly's EncorePro Family of Headsets and MDA 500qd Series Audio Processors Round out the Broadest Range of Devices Available for Dynamic Contact Center Environments Plantronics, Inc., a global communications company that powers meaningful human connection and collaboration, announced the introduction of the EncorePro 300 headset and MDA 500QD Series audio processor. These endpoints join Poly's portfolio of voice and video solutions designed to address the needs of the modern-day contact center and ultimately enhance…

Adwerx Integrates with DocuSign to Automate Seller Satisfaction Module

Home sellers will automatically experience their home being advertised online Adwerx announced a new advertising integration with DocuSign Rooms for Real Estate. The move will extend DocuSign's real estate presence and streamline Adwerx's data entry processes for its clients. With the integration, agents can easily automate the seller satisfaction module of Adwerx advertising, distributing the advertising report to their sellers each day, and increasing the probability that the seller will see the ad for their home…

Top 5 Best Patient Satisfaction Tools for Healthcare and Clinics

The importance of customer satisfaction is undeniable in every industry with no exception to Healthcare. The lethargic assumption that a patient is only seeking appropriate treatment is not the standard approach anymore. Today, patient satisfaction and patient-centric services have become significant parameters for measuring success in the Healthcare industry. The greater than ever use of patient survey and organized feedback systems by hospitals and clinics clearly indicate the significance of patient satisfaction in the…

Nitro Research Shows Impact of Document Challenges on Employee Satisfaction and Customer Experience

Only 3% of Knowledge Workers Are Happy with Document Management at Their Companies Nitro, a global company specializing in document productivity solutions, announced the findings of industry-first research that provides a global view of the state of document processes today within enterprises. Partnering with global research and customer experience firm Qualtrics, Nitro evaluated the current state of document workflows and tools across the organization, the challenges with paper-based processes, and the impact on employee…

Parks Associates: Quality of User Interface (UI) More Important Than Content Recommendations in Video Service Satisfaction

New Study Examines Consumer Preferences Related to New UI Options New research from Parks Associates finds 70% of US broadband households with a major video service consider its user interface to be good, with 48% rating it "very good," and these scores impact their willingness to recommend the service to others. Analysis of consumer responses reveals quality of the UI and the ease of finding content are the most likely factors to drive willingness to recommend a video service. UI Preferences and Content Discovery …

Three Segments. Three Wins. Three Times in a Row. T-Mobile Owned the J.D. Power Wireless Business Customer Satisfaction Study

The businesses have spoken. And evidently, they’re fans of international data, generous hotspot data, published rate plan pricing, Gogo inflight Internet, no annual service contracts and award-winning customer service featuring a dedicated Team of Experts. For the third straight year, T-Mobile swept all three segments very small, small/medium and enterprise of the annual J.D. Power Wireless Business Customer Satisfaction Study. “When you put customers first — it shows! With our incredible network performance, reliability…

World of Books Deploys StaffConnect’s Mobile Employee Engagement Platform to Keep Its Deskless Workforce Well-Connected and Ensure Ongoing…

Global Online Used Bookseller Leverages StaffConnect for Two-Way Communication Across its Entire Workforce to Share Company Vision, Best Practices and Values of Having a Positive Impact on the Planet StaffConnect, the leading provider of mobile employee engagement solutions for the deskless workforce, announced today that one of the world’s largest online sellers of used books, World of Books, has deployed StaffConnect’s platform to keep its workforce well-connected and up-to-speed to achieve its vision of becoming the…

Premium Owners with Branded Audio Have Higher Vehicle Satisfaction, J.D. Power Finds

Branded audio is positively impacting owner satisfaction with in-car multimedia technology, as well as the vehicle, according to the J.D. Power 2019 Multimedia Quality and Satisfaction Study,SM. The overall number of reported problems with audio, communication, entertainment and navigation (ACEN) technologies has also decreased for a fourth consecutive year. "Although there's a premium cost associated with opting for branded audio systems, we're finding that the cost is worth the high level of value that it brings to both…