CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

Playvox

JANUARY 13, 2022

Let’s take a look at what our clients around the world, in industries ranging from financial services to online food service delivery, say are the cloud contact center best practices they’ll carry into 2022. Customer Chit-Chat. There were around 6.4 billion smartphone users worldwide in 2021. With the global population hovering around 7.9

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

CCNG

JANUARY 4, 2023

Younger participants in the survey showed more irritation with agents not knowing the answers than older participants. The exact same age pattern was found in responses from those who listed “Different customer service agents give different answers”, as shown in this graphic: Certainly, these survey re­sults are a wake-up call for managers.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. Typically, a 50-60% benchmark is good to aim for. Read more: Live Chat Metrics 2022 – Benchmark Data. Click here. Number of chats.

Average Handle Time 95

Average Handle Time Benchmark Wait times Metrics 95

Playvox

APRIL 4, 2023

The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Balto

NOVEMBER 8, 2022

Data collection for calculating the CSAT is usually done with an after-call survey that prompts customers to rate the support they received on a five-point scale. Here’s an example of a five-point scale customer satisfaction survey: 1-star: Highly unsatisfied 2-star: Unsatisfied 3-star: Neutral 4-star: Satisfied 5-star: Highly satisfied.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

OCTOBER 31, 2022

Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire? CSAT Surveys. CSAT Surveys. These responses are your benchmark. Did it help them find the information they needed? Less than 20.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52