2012 Benchmark Management Surveys 
COPC
APRIL 3, 2018
Key Insights from the 2017 Corporate Survey include: Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”. The post Now Available: The 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series appeared first on COPC Inc.
Fonolo
NOVEMBER 17, 2020
To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Managing a contact center has a unique set of challenges.
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COPC
MARCH 28, 2017
The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. The post New Customer Experience Survey Reveals Many Opportunities for Corporate Program Improvements appeared first on COPC Inc.
COPC
SEPTEMBER 25, 2018
The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. Research page. About the CXMB Series. The 2018 CXMB Series Consumer Edition is the 12 th volume in the series.
Balto
OCTOBER 31, 2022
Put Your Managers and Supervisors In Charge What Agents (And Leaders) Have to Say Conclusion. We talked to over 200 agents and 200 managers to put together a comprehensive onboarding analysis that optimizes for agent experience and retention. and online learning management tools as the least effective tool (3.8). Share on Email.
Eptica
APRIL 18, 2018
As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.
Genroe
FEBRUARY 23, 2015
Source : Temkin Group Q2 2012 CX Management Surveys. While customer survey design, analysis, benchmarking and survey processes were all well represented in the responses, one area stood out: how to actually do something with the data. How can I manage Detractors caused by departments external to mine?
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