CX Journey

JANUARY 8, 2016

Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? But let's go with the moral of the story and work from there: everything in the world constantly changes. Benchmarking is stupid. Image courtesy of Woods | Damien I originally wrote today's post for Intradiem. Why is it stupid?

Benchmark 37

Benchmark Metrics Morale Banking 37

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Netomi

JANUARY 5, 2022

He joined Comcast as executive support manager in 2007 during a period of high-profile public relations issues. In all of her keynotes and workshops, Kate’s insights will teach you how to lead morale, engage employees like never before, and wow the customer with personal comfort.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

OCTOBER 24, 2022

And so we started talking about I learned, he wasn’t really interested in service culture, he was interested in getting a better score in the employee engagement survey, because his predecessor had set a benchmark, and he had about six months before the next survey was coming up. So I think that’s what’s changing on.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52