2012 Benchmark Personalization Surveys 
Fonolo
NOVEMBER 17, 2020
I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. The Great Contact Center Diaspora. Is it the Voice Channel You’re Looking for?
Balto
OCTOBER 31, 2022
Here’s what we found: Both managers and agents ranked 1-on-1 training as the most effective onboarding tool; no matter how you slice the data, a personalized experience is the best experience. 2 out of 3 agents want to change their onboarding to make it more personalized, thorough, and engaging. Use Onboarding to Get Personal.
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Eptica
APRIL 18, 2018
All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. Empower agents: Use artificial intelligence and automation to free up agents for queries that require human skills such as empathy and personalization or opportunities to upsell.
Comm100
FEBRUARY 5, 2018
According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014. Free Download] Live Chat Benchmark Report 2018.
RichCall
SEPTEMBER 13, 2017
Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. personalization. In fact this number increased from 67% in 2012 to 84% in 2015.
Callminer
AUGUST 1, 2017
Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark. If a QA person is responsible for delivering coaching/feedback, it can be time-consuming.
Comm100
FEBRUARY 19, 2014
Web chat has increased in popularity with customers as the Forrester Research report indicates this channel has risen in popularity as adoption rose from 30% to 43% between 2009 and 2012. While only 24% of those surveyed utilized web chat, 73% stated they were highly satisfied with their experience. Web Chat – Customers Love It!
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