Jive

SEPTEMBER 4, 2018

At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. In fact, today— 80% of US end users prefer SaaS apps for communication and organization; a nearly 30% jump from where it was in 2016. Technology in 2018 is teeming with a wealth of acronyms.

voip 52

voip SaaS Technology Benchmark 52

VHT

OCTOBER 18, 2018

They can also access customer history, account information and product lists to personalize service or offer upsells. According to a 2018 Pew Internet Survey, 68% of US adults use Facebook and 24% use Twitter. A 2016 Employee Engagement Benchmark study found that companies with the highest rated CX had 1.5

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

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. Send a post-onboarding survey to your new agents: Did this program help them in their role? CSAT Surveys. CSAT Surveys. These responses are your benchmark.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. Support Driven Salary Survey.

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. Support Driven Salary Survey.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

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

ClearAction

DECEMBER 16, 2017

If the purpose of customer surveys is to accurately monitor customers’ likelihood of rebuying, then you must gain an understanding of each influencer’s expectations and sentiment. DO THIS: Identify all parties within a customer account with the power to kill a buying decision. Account Teams in B2B Customer Experience: Help Me Help You.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. Another common approach is collecting customer input during a post-interaction survey. A global benchmarking study from MetricNet also affirmed the strong correlation between FCR and CSAT.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

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. Customer Success Around the Web.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Taylor Reach Group

JUNE 11, 2018

In fact, 44% of millennials surveyed expect their experience to be consistent across all device. Phone is expected to account for 47% of contacts in 2019 compared to 64% in 2017 (Deloitte). For the second year running, survey respondents reported using web or mobile self-service more than speaking with an agent over the phone.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Fonolo

MAY 31, 2018

Speed is arguably the most significant benchmark for every single customer service interaction today. But of the 12 industries that improved customer satisfaction in 2016 , nine of them had something in common: They each sped up First Response Time (FRT). Businesses can never be too fast to reply, react, or resolve an issue.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. And it can be integrated with your CRM to readily and easily trigger surveys to go out at important moments.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

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. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. However, the transition to this new model isn’t easy, as the findings of the latest Dimension Data Global Contact Center Benchmarking research report indicate.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

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. According to an Oracle survey, 80% of large businesses plan on using Chatbots by 2020.

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52

LiveChat

SEPTEMBER 21, 2018

percent more than in 2016 ! There are lots of online benchmarks that will give you a good sense of what you can expect. All you have to do is to create an account on a chatbot platform of your choice (obviously, I’d recommend BotEngine , a chatbot factory made by our R&D team) and then integrating it with your live chat app.

Chatbots 63

Chatbots Gamification Sales Benchmark 63

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. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.”

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. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.”

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40