Search Results

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  Charts & Figures How Customers Complain About Poor Service

  Trends 2016: The Future Of Customer Service

  January 5, 2016 | Kate Leggett

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  Charts & Figures Consumers Increasingly Use Self-Service Channels For Customer Service

  Trends 2016: The Future Of Customer Service

  January 5, 2016 | Kate Leggett

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  Charts & Figures Top Customer Service Trends For 2016

  Trends 2016: The Future Of Customer Service

  January 5, 2016 | Kate Leggett

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  Charts & Figures Top Four IVR Offerings By Vendors

  Vendor Landscape: Interactive Voice Response Solutions

  November 10, 2015 | Art Schoeller

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  Charts & Figures Consumer Channel Use

  Vendor Landscape: Interactive Voice Response Solutions

  November 10, 2015 | Art Schoeller

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  Charts & Figures For The First Time, Web Knocks Out Voice As The Top Consumer Channel Of Choice

  Contact Centers Must Go Digital Or Die

  April 3, 2015 | Kate Leggett, Art Schoeller

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  Charts & Figures Contact Centers Are Not Staffed With Omnichannel Agents

  Contact Centers Must Go Digital Or Die

  April 3, 2015 | Kate Leggett, Art Schoeller

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  Charts & Figures Customers Use Multiple Self-Service Options For Customer Support

  Brief: Retool For A New Workforce Reality — New Technology For A New Breed Of Agent

  December 23, 2014 | Ian Jacobs

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  Charts & Figures Proactive Chat Is A Critical Component For Online Customer Engagement

  The Six Key Elements Of Proactive Chat

  October 2, 2014 | Kate Leggett

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  Charts & Figures Use Customer Journeys To Pinpoint Processes That Could Benefit From Chat

  The Six Key Elements Of Proactive Chat

  October 2, 2014 | Kate Leggett

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  Charts & Figures Use Journey Maps To Identify The Best Point In Time To Intervene With Proactive Chat

  The Six Key Elements Of Proactive Chat

  October 2, 2014 | Kate Leggett

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  Charts & Figures The Boston Globe Uses A Modern UI To Streamline Mobile Chat Interactions

  The Six Key Elements Of Proactive Chat

  October 2, 2014 | Kate Leggett

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  Charts & Figures The 2013 CXi Distribution By Industry

  Winning The Customer Experience Game

  May 8, 2013 | Nigel Fenwick

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  Charts & Figures Correlation Between CXi Score And Three Loyalty Metrics

  Winning The Customer Experience Game

  May 8, 2013 | Nigel Fenwick

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  Charts & Figures The Customer Experience Index Is An Easily Understood Model

  Winning The Customer Experience Game

  May 8, 2013 | Nigel Fenwick

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  Charts & Figures The Watermark Consulting Analysis Of CXi And Stock Performance

  Winning The Customer Experience Game

  May 8, 2013 | Nigel Fenwick

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  Charts & Figures Behind Every Customer Touchpoint There Is A Technology Story

  Winning The Customer Experience Game

  May 8, 2013 | Nigel Fenwick

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  Charts & Figures Consumers Use Dealerships Merely To Purchase The Car

  Case Study: HP Leverages Software Assets To Deliver Business Innovation To Automakers

  March 14, 2013 | Frederic Giron

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  Charts & Figures Automotive OEMs Will Face Broad And Complex Market Challenges In The Next Five Years

  Case Study: HP Leverages Software Assets To Deliver Business Innovation To Automakers

  March 14, 2013 | Frederic Giron

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  Charts & Figures Business Innovation Services Leverage An Integrated Solution Stack

  Case Study: HP Leverages Software Assets To Deliver Business Innovation To Automakers

  March 14, 2013 | Frederic Giron

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  Charts & Figures A Multitenant Architecture Allows For Unique Differentiation And Scalability

  Case Study: HP Leverages Software Assets To Deliver Business Innovation To Automakers

  March 14, 2013 | Frederic Giron

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  Charts & Figures Consumers Still Favor Private Channels For Service Gripes

  How Consumers Complain About Poor Service

  October 11, 2012 | Adele Sage

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  Charts & Figures Age Affects The Ways Consumers Choose To Complain

  How Consumers Complain About Poor Service

  October 11, 2012 | Adele Sage

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  Charts & Figures British Telecom BT UK Syndicates Social Support On Its Website And Facebook

  Taking Social Support To The Next Level

  February 17, 2012 | Diane Clarkson

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  Charts & Figures Most Online Consumers Expect A Company To Respond To Them On Social Media

  Taking Social Support To The Next Level

  February 17, 2012 | Diane Clarkson