2019 Benchmark Blog Quality management 
NICE inContact
JUNE 17, 2019
In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. 90% of businesses support phone, and 83% measure phone quality — great!
NICE inContact
JUNE 17, 2019
In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. 90% of businesses support phone, and 83% measure phone quality — great!
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Enghouse Interactive
OCTOBER 21, 2020
AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. As noted in the 2019 Dimension Data Customer Experience (CX) Benchmarking report: 88% of contact center decision-makers expect self-service volumes to increase over the next 12 months. Key Learnings from Kate Leggett and Steve Nattress.
NICE inContact
JUNE 20, 2019
Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. Incorporating evaluations on online assistants/chatbots and IVR into your quality management program could be the best and easiest place to start bridging this gap.
Netomi
JANUARY 5, 2022
He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. He has been named one of the “Top 100 Digital Marketers of 2019” by both Brand24 and BuzzSumo and a “Top 50 Social Media Marketing Influencers to Follow” by TopRank. .
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