Comm100

AUGUST 11, 2016

As our 2016 Live Chat Benchmark shows, good service isn’t always the fastest. Take Action: If you feel like you aren’t up-to-date on your company’s latest offerings, ask for samples or a trial account. ” and “Yes, I’ll check on your account for you. What do you do the most often?

Customer Service 43

Customer Service Scripts Sales Benchmark 43

Balto

OCTOBER 31, 2022

Here’s how you can apply these findings: Set up an onboarding buddy system that pairs new hires with tenured agents Apply an accountability schedule to the program. These responses are your benchmark. But knowledge retention isn’t the only metric worth looking at. 2016, January 19). 2016, June). Need ideas?

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. She'll discuss difficult decisions related to customer success, account management, and service enablement from her experiences at Oracle (formerly Eloqua). May 10-12 - Pulse 2016 Conference. March 11 - The State of Customer Success 2016.

SaaS 80

SaaS Education Customer retention Sales 80

Comm100

AUGUST 21, 2018

Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. One of those considerations is metrics. These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan. One of those considerations is metrics. These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

ChurnZero

JANUARY 26, 2021

Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. That information is captured in an Account Plan which is a different exercise and tool altogether. . Simplicity is the name of Joint Success Plan game. A – Attainable. Key Result.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Taylor Reach Group

JUNE 11, 2018

Phone is expected to account for 47% of contacts in 2019 compared to 64% in 2017 (Deloitte). Spreadsheets Are Still the Most Common Way to Produce Metrics. Over two-thirds of Contact Centers (67.7%) are still using spreadsheets to produce metric results and provide key performance insights into the life of the Contact Center.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

FEBRUARY 20, 2018

According to one report, Chatbots currently account for business cost savings of $20 million globally. According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. How Can Chatbots Help Me Save? And, that number is expected to rise.

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52

Talkdesk

JUNE 1, 2016

This blog post is an Opentalk 2016 panel recap. I’ve become a fan of looking at B2B products in the way you would look at B2C products; that is, measuring smaller metrics like time in app and daily active users. They should set a benchmark and a timeline to achieve it. For more Opentalk content, check out Opentalk Full Coverage.

Customer centricity 40

Customer centricity Marketing B2C Benchmark 40