Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. Altivon has been working with Idaho Power now for many years and we are thrilled to see their emphasis on understanding their customers and improving the customer experience.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

NICE inContact

JULY 14, 2020

Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger. This is one of many things we discovered while conducting research for the 2019 NICE inContact Customer Experience (CX) Benchmark.

Customer Experience 62

Customer Experience Benchmark Customer Support Best practices 62

NICE inContact

DECEMBER 6, 2018

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans.

Customer Experience 48

Customer Experience Benchmark Contact Center Technology 48

NICE inContact

JULY 21, 2020

The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.

Benchmark 64

Benchmark Surveys Customer Experience Customer Service 64

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Not measuring the quality on your digital channels can create negative customer experiences and also can be a disservice to your agents.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Not measuring the quality on your digital channels can create negative customer experiences and also can be a disservice to your agents.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

APRIL 30, 2019

It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

NICE inContact

MAY 16, 2019

But it also can be applied to other aspects of the customer experience, such as service, and it can yield very interesting results, especially when you ask businesses the same questions you ask their customers and then compare the responses. The post Do Your Service Channels Turn Your Customers into Net Promoters?

Benchmark 54

Benchmark Contact Center Interactive Voice Response Chatbots 54

NICE inContact

MAY 23, 2019

With so many touchpoints in play, it’s more important than ever for contact center leaders to have their fingers on the pulse of their customers, and then align their own performance with what customers actually experience. These are just a few examples of the thought-provoking statistics contained in our latest benchmark study.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

JustCall

NOVEMBER 25, 2022

According to a Morgan Stanley report, global eCommerce has recently risen from 15% of total retail sales in 2019 to 21% in 2021. It needs to build customer loyalty, attract new clients, and constantly generate visibility. Some E-Commerce Intelligence Best Practices. Benchmarking. Here are some of them.

Sales 52

Sales Marketing Benchmark Metrics 52

Eptica

MARCH 27, 2019

Date: Wednesday, March 27, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Three books that highlight the importance of the Voice of the Customer. Published on: March 27, 2019. You might also be interested in these posts: Google, the GDPR, customer experience and trust. Share this page on: Tweet.

Airlines 66

Airlines Best practices Benchmark Engineering 66

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Interested in hearing more about businesses’ attitudes toward AI? You’re in luck!

Chatbots 54

Chatbots Benchmark Contact Center Surveys 54

NICE inContact

MAY 8, 2019

Are you being realistic about whether your customer service really satisfies your customers? Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? Leading organizations always have been about the customer — this isn’t a new concept.

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

NICE inContact

JUNE 26, 2019

The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service , no matter the channel.

Benchmark 59

Benchmark Contact Center Surveys Customer Experience 59

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. If anything, organizations underestimate how much customers find chat easy to use for customer service interactions.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

NICE inContact

OCTOBER 17, 2019

Customers still value the option of interacting with agents. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. Download your copy today.

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

NICE inContact

JUNE 19, 2019

Generally, contact center leaders are fairly confident about the customer experiences they deliver. For example, businesses felt particularly good about providing customers with complete information about their issues or questions as well as resolving these issue or questions in the quickest way possible.

Benchmark 55

Benchmark Self service Contact Center Customer centricity 55

NICE inContact

OCTOBER 2, 2019

From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text , organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

delighted

FEBRUARY 9, 2021

The response rates are usually qualified by a specific distribution channel or survey type: 33% as the average response rate for all survey channels, including in-person and digital ( SurveyAnyplace, 2018 ) >20% being a good survey response rate for NPS surveys ( Genroe, 2019 ) A realistic response rate range of 5% to 30%.

Surveys 74

Surveys B2C B2B Feedback 74

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. Published on: October 23, 2019. The benefits are tangible – brands that transform customer experience see greater revenues, lower costs and more committed and productive employees.

Customer centricity 50

Customer centricity Best practices Benchmark Government 50

NICE inContact

SEPTEMBER 25, 2019

Many of them have achieved superior customer experience outcomes – like better customer satisfaction and likelihood to recommend. We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics.

Cloud contact 54

Cloud contact Contact Center Benchmark Call Center 54

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future. Contact Center Trends 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NICE inContact

OCTOBER 11, 2019

The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. True omnichannel experience allows customers to move seamlessly across an organization’s service channels.

Benchmark 48

Benchmark Self service Surveys Contact Center 48

NICE inContact

JUNE 20, 2019

But even if you’re already evaluating your chat and email interactions, you may need to expand your QM program to address an even bigger gap in the customer experience — your online assistants/chatbots and IVR. but also a lens of “is this the best we can do?”

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Creative Virtual

MARCH 21, 2019

Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria. but now with this independent report , the choice for companies wanting to deliver significant business value as well as superior customer experience, is crystal clear! 10 across these categories. and 8.25.

Chatbots 40

Chatbots Benchmark Self service Best practices 40

Education Services Group

DECEMBER 4, 2019

And the key to optimizing revenue is Customer Success. What’s Customer Revenue Optimization? Customer Revenue Optimization (CRO) is a new twist on B2B sales. What that means for you is that every department, from marketing to sales to CS, needs to put the customer first and give them the best possible experience.

SaaS 59

SaaS Benchmark Customer retention Sales 59

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . Umur Kavlakoglu – VP Customer Success, Data Intensity. With an amazing NPS score of 87.5,

Customer centricity 54

Customer centricity Entertainment Enterprise Best practices 54

Comm100

MARCH 28, 2019

Good training doesn’t have to be lengthy or expensive, and half of the battle is training agents to recognize that they can provide a great customer experience without Average Handle Time (AHT) slipping. Get your agents thinking about, and practicing empathy. Make the customer experience central to your company culture.

Benchmark 47

Benchmark Average Handle Time Best practices Surveys 47

Comm100

MARCH 28, 2019

Good training doesn’t have to be lengthy or expensive, and half of the battle is training agents to recognize that they can provide a great customer experience without Average Handle Time (AHT) slipping. Get your agents thinking about, and practicing empathy. Make the customer experience central to your company culture.

Benchmark 40

Benchmark Average Handle Time Best practices Surveys 40

Maru Group

JANUARY 16, 2019

The digital customer experience has never been so important for retailers. It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. What makes ASOS digital experience so great? appeared first on Maru/EDR.

Benchmark 45

Benchmark Customer Experience Best practices Wait times 45

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Maru Group

JANUARY 16, 2019

The digital customer experience has never been so important for retailers. It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. Digital retail winners in 2019. What makes ASOS digital experience so great?

Benchmark 40

Benchmark Customer Experience Best practices Wait times 40

Maru Group

FEBRUARY 11, 2019

Results and Insight from Maru/edr’s Retail Digital Customer Experience Benchmark report. A great customer experience – including digital interactions – is a major driver of customer loyalty and on-going revenue. It’s why creating a compelling digital customer is so key to retail success in 2019.

Customer Experience 40

Customer Experience Benchmark Social media contact Best practices 40

Maru Group

FEBRUARY 11, 2019

A great customer experience – including digital interactions – is a major driver of customer loyalty and on-going revenue. It’s why creating a compelling digital customer is so key to retail success in 2019. It’s why creating a compelling digital customer is so key to retail success in 2019.

Customer Experience 40

Customer Experience Benchmark Social media contact Best practices 40

Comm100

DECEMBER 16, 2019

At Comm100, we look back at which of our content pieces were the most popular and think about what this tells us about trends in customer experience, conversational AI, and support centers in 2019. Report: 2019 Live Chat Benchmark Report. The post Roundup: Top 10 Content Pieces of 2019 appeared first on Comm100.

Chatbots 52

Chatbots Benchmark Scripts Best practices 52

Comm100

MAY 13, 2019

Offering these functionalities is also a great way to boost your organization’s customer satisfaction scores. Customer-centric by nature, live chat has all the capabilities needed for good first contact resolution (FCR) and can be an excellent cornerstone of an effective omnichannel customer experience strategy.

CRM 52

CRM Finance APIs Benchmark 52