Contact Center Pipeline

MARCH 3, 2015

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: A scheduler’s headache: If you don’t give employees the break they want, they’ll take it anyway. Benchmarking: 62% utilization is a common threshold on average; or […].

Benchmark 100

Benchmark Contact Center Call Center Management 100

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Call Center Trends 2015. Social Media ? a Not-So-Secret Weapon. Video Support.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Joe Rawlinson

DECEMBER 10, 2015

Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. These types of triggered emails currently generate an open rate 78.7 percent open rate.

Marketing 101

Marketing Benchmark Surveys Sales 101

Fonolo

OCTOBER 18, 2017

Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5% Understanding Industry Benchmarks. is a real jump again. 40% of respondents offer mobile functionality for customer service, with a further 29% having definite plans to doing so. What’s Inside: What is CSat, NPS, and CES.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

CSM Magazine

OCTOBER 1, 2020

Stone served as CFO for marquee Amazon operations during key periods of growth, including Amazon devices and digital content from 2010 to 2011 and Amazon Web Services from 2012 to 2015. He also managed the company’s investment in physical stores, including the integration of Whole Foods.

Finance 52

Finance Benchmark Enterprise Sales 52

Provide Support

AUGUST 23, 2016

In fact, according to the Zendesk Benchmark report , live chat has the highest satisfaction level for any customer service channel. © 2003 - 2015 Provide Support LLC. How to Hire Live Chat Agents Who Delight Your Customers. It all starts with identifying the skills necessary to succeed in the role.(.). Read more.

Benchmark 42

Benchmark Customer Support Customer Service Best practices 42

HGS

SEPTEMBER 30, 2015

Providing agents with program-driven task and knowledge checklists helps establish the benchmark skills and abilities they will require in manageable stages, allowing them to work towards a progressively complex goal of full knowledge and skill transfer. Wed, 09/30/2015 - 15:59. The end result is a truly optimized customer experience.

outsourcing 100

outsourcing Contact Center Management Coaching 100

Vcaretec

JUNE 6, 2022

Early Bird Ticket: $1,699 Contact Center Executive Summit: August 2016 Where: Fort Worth, TX Description: The 2015 Executive Summit brings together accomplished leaders from across the industry to share proven strategies and innovative best practices. Experience it for yourself - join us in Philadelphia June 14 - 16, 2016.

Customer Care 52

Customer Care Wireless Education Contact Center 52

COPC

AUGUST 10, 2016

will moderate a select group of industry leaders for an engaging and entertaining exploration of key findings from the 2016 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. discussed the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc.

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 40

COPC

APRIL 14, 2016

Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. This one-day session showcases a team of industry experts examining the findings of the Customer Experience Management Benchmark (CXMB) report.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

CSM Magazine

OCTOBER 12, 2015

By taking part in this process organisations such as Red Funnel are able to benchmark their performance against best practice, gain a better understanding of customers and develop tailored strategies to deliver what those customers want.” increase in car volumes for 2015, following the £2.2

Customer Service 40

Customer Service Benchmark Best practices Service level 40

Fonolo

OCTOBER 25, 2017

Dimension Data reports that “Phone volumes have dropped by 17% since 2015”. Understanding Industry Benchmarks. . … [It] is in the process of reinventing itself as the channel of choice for lengthy, important or complex interactions.”. The Changing Nature of Calls. shifted away from the call center. Know What Makes Customers Tick.

Customer Service 89

Customer Service Call Center Benchmark Contact Center 89

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. Perception of Interactive Care (e.g.,

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Fonolo

SEPTEMBER 19, 2017

in 2015 to 4.5% Understanding Industry Benchmarks. Key findings: 15% of respondents described themselves as omni-channel, 18% assessing themselves as multi-modal and 67% multi-channel. Web chat showed strong growth rising from 3.2% in 2016 to 5.3% The top reason queuing is disliked, “Not knowing how much longer you’ll have to wait”.

Call Center 89

Call Center Contact Center B2C Surveys 89

AWS Machine Learning

FEBRUARY 24, 2023

This dataset consists of human and machine annotated airborne images collected by the Civil Air Patrol in support of various disaster responses from 2015-2019. Two key distinctions are the low altitude, oblique perspective of the imagery and disaster-related features, which are rarely featured in computer vision benchmarks and datasets.

APIs 91

APIs Benchmark Government Analytics 91

Eptica

NOVEMBER 16, 2016

In 2015 he examined the difference in revenue growth between pairs of similar US businesses in five sectors (cable communications, airlines, investments, retail and health insurance). In 2016 this initial study was expanded , examining company CX and sales performance for companies in the same five sectors between 2010 and 2015.

Sales 54

Sales Customer Experience Multichannel Airlines 54

airespring

FEBRUARY 29, 2016

Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. It’s not an easy question to answer, especially if you do not know how to measure yourself. 40% of contact centers “have no tools to analyze data.”.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Therefore every brand, irrespective of sector, needs to benchmark themselves against the best and continuously innovate to win and retain customers. What makes customer experience difficult?

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

COPC

MAY 23, 2016

and Execs In The Know provided a detailed readout and analysis of the 2015 Customer Experience Management Benchmark (CXMB) survey results, with select findings from both the consumer and corporate editions of the survey. These events featured conversations among top brands about managing the customer experience.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

CSM Magazine

APRIL 3, 2018

Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first. Overall, the airlines industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12 [th] place out of 20 industries.

Airlines 40

Airlines Customer Experience Wireless Transportation 40

Customer Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

CX Journey

AUGUST 16, 2017

Of course, they want to see their own hard numbers, but absent those, we can tell the story of the benefits of customer experience through some benchmark data, through examples of successes that others have achieved by doing what you should/could be doing. Executives want to see hard numbers about any investments they make.

Customer Experience 56

Customer Experience Airlines Benchmark Consulting 56

COPC

JANUARY 3, 2016

is partnering with Execs In The Know , a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series. The 2015 Consumer Edition titled, “ The Consumer’s Perspective—Exploring Multichannel Customer Care, ” has just been published and is available for purchase here.

Multichannel 40

Multichannel Customer Experience Surveys Benchmark 40

COPC

JANUARY 21, 2016

In 2015, companies surveyed said that 79% of the time they generally met the needs and expectations of their customers. The disparity in meeting expectations is one of the key findings highlighted in the Corporate Edition of the fourth annual Customer Experience Management Benchmark (CXMB) Series , produced by COPC Inc.

Multichannel 40

Multichannel Surveys Benchmark Customer Experience 40

Fonolo

FEBRUARY 13, 2018

between 2015 and 2016.” [ source via here ]. Understanding Industry Benchmarks. Example: “1 in 4 US contact centers are looking to implement web chat within the next 12 months.” [ source ]. Flaw: Doesn’t translate directly into usage. 4) Data Showing Growing Usage of Chat. Example: “Contacts handled by chat increased from 1.6%

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Lumoa

NOVEMBER 29, 2021

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. Don’t just trust what the industry benchmarks say but test the linkage yourself with your own data. The CX laggards achieved just 3% growth during the same period. Still, only partially convinced?

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Brad Cleveland Blog

JULY 23, 2015

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization improve products, services and processes.

Contact Center 21

Contact Center Benchmark Call Center Customer Service 21

Brad Cleveland Blog

JULY 23, 2015

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization improve products, services and processes.

Contact Center 20

Contact Center Benchmark Call Center Customer Service 20

CSM Magazine

JULY 29, 2015

CXMasters will be held September 14-17, 2015 in Salt Lake City. The MaritzCX team invented Voice of the Customer (VoC) training and has certified hundreds of CX professionals since 2007, creating a recognized industry credential that continues as a benchmark today,” said Bassam Salem, chief operating officer, MaritzCX. “As

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

Return Customer

JULY 25, 2018

A study done in 2015 showed that 85% of customers submitting inquiries through a Facebook account expected a reply within 6 hours. A 2017 customer service benchmark survey done by Super Office revealed that 62% of the 1000 firms they queried did not even respond to their customer service requests.

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

Eptica

MARCH 14, 2018

However, this was a drop from 2016’s figure (84%) and 2015’s 91%. Ensure you are continually improving the experience you deliver by benchmarking and comparing your organization with the best performers whether they are in your own industry or others.

Banking 49

Banking Customer Experience Multichannel Government 49

Avaya

DECEMBER 1, 2016

An overwhelming majority of customers expect organizations to offer different channels to meet their needs, and make it easy to do so (Marcus Hickman, The Autonomous Customer 2015). Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Kayako

SEPTEMBER 3, 2015

It would be the benchmark for all our following webinars, and would give us an idea of what to expect in future. But our open rates and click through rates were still strong and met industry benchmarks according to Mailchimp : Unsurprisingly, we received most of our signups from this email alone. We set some goals. 50% attendance.

Benchmark 106

Benchmark Marketing Advertising B2B 106

Eptica

FEBRUARY 26, 2016

Driving online customers to the store In 2015 U.S. It also emphasizes the need to benchmark against competitors. consumers spent $1.5 trillion on purchases in-store that originally started or were influenced along the way by digital interactions – and retailers are trying to encourage this trend.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Balto

OCTOBER 31, 2022

These responses are your benchmark. 2015, March 25). 2015, December 2). 2015, August). Here’s how you can apply these findings: Give your agents an anonymous post-onboarding survey and ask them, on a scale of 1-5, how Prepared, Confident, Supported, Overwhelmed, Bored, and Excited they feel after their onboarding.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

SmartKarrot

JANUARY 15, 2021

In 2015, venture capitalists began to popularize the Rule of 40 as a health check for SaaS companies. Who should follow The Rule of 40 benchmark? Benchmarks of Rule of 40. There are certain benchmarks that make it clear about the financial health of the company. Below 40 %. Equal to 40 %. Above 40 %.

SaaS 10

SaaS Benchmark Customer centricity Metrics 10

Lumoa

JULY 10, 2018

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. Don’t just trust what the industry benchmarks say but test the linkage yourself with your own data. The CX laggards achieved just 3% growth during the same period. Still only partially convinced?

Customer Experience 121

Customer Experience Metrics Feedback Banking 121