COPC

NOVEMBER 3, 2016

and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. While the preference for Traditional Care remains strong, there was a slight pullback in 2016.

Customer Care 40

Customer Care Surveys Benchmark Customer Experience 40

ShepHyken

APRIL 11, 2017

However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention. Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Contact Center Pipeline

JUNE 28, 2016

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction as a primary reason for offering digital channels (73.7% vs. 67.9%).

Customer Experience 100

Customer Experience Benchmark Personalization Analytics 100

CustomerGauge

APRIL 12, 2017

In the interview, Shep and Adam discussed some of the findings from CustomerGauge’s 2016 NPS Benchmark Survey, which found that the NPS industry still has a long way to […]. The post Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio appeared first on CustomerGauge.

Benchmark 97

Benchmark Surveys 97

CustomerGauge

MARCH 20, 2017

In our 2016 NPS Benchmarks Study, we found that an astounding 49% were not promoters of their own NPS® program. Believe it or not, not everyone is a promoter of their own Net Promoter System®. This is just one of the many reasons that some Net Promoter programs fail. But, there are many other NPS […].

Benchmark 91

Benchmark Best practices 91

Vcaretec

JUNE 6, 2022

The Big Call Center Conference List: Call Center Week Winter : January 26-29, 2016 Where: Orlando, FL Description: CCW is THE destination for customer care and customer experience professionals to learn, get inspired, and make long-lasting relationships. It is truly one-stop-shopping for industry professionals from around the world.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Call Center Trends 2016. Social Media ? a Not-So-Secret Weapon.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Influitive

NOVEMBER 28, 2016

Only 30% of B2B marketers say their organizations are effective at content marketing, according to the 2016 B2B Content Marketing Benchmark Report. B2B content marketing as we know it is broken.

B2B 75

B2B Marketing Benchmark Consulting 75

ChurnZero

SEPTEMBER 8, 2022

The most common metric used by external education teams to measure the success of their training programs is customer satisfaction, with over 50% currently tracking CSAT scores, according to the 2022 Customer Education Benchmarks and Trends Report. Author bio.

Education 98

Education Benchmark Customer retention Metrics 98

ShepHyken

MARCH 10, 2017

That’s why SuperOffice recently conducted the Customer Service Benchmark report – a comprehensive study, which examines how 500 companies of all sizes around the world respond to customer service requests. You are 100x more likely to successfully contact a lead if you respond within 5 minutes and 21x more likely to qualify that lead.

Customer Service 220

Customer Service Technical Support Benchmark Best practices 220

COPC

MAY 19, 2023

His vast experience working with diverse teams allowed him to effectively deliver consulting, benchmarking, training and operational auditing services. About the Author Alex Boland | COPC Director of ANZ Operations Alex Boland joined COPC Inc.

Metrics 69

Metrics industry standards Customer effort Consulting 69

SmartKarrot

MAY 28, 2020

It is a common belief in the SaaS industry that the acceptable SaaS churn rate benchmarks is around 5% annually. There are many factors that decide what is an acceptable benchmark and what exceeds it. Hence, you need to consider multiple factors to find SaaS churn rate benchmarks. They are: The size of your company. Wrapping up.

Benchmark 10

Benchmark SaaS B2C B2B 10

PeopleMetrics

APRIL 17, 2015

A recent Gartner survey found that 89% of companies plan to compete primarily on the basis of customer experience (CX) by 2016. This subjective perception makes CX optimization evasive, ambiguous, and challenging to measure and benchmark. However, to enhance your CX, you must first measure and benchmark it. Know This….

Marketing 108

Marketing Customer Experience Benchmark Wireless 108

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

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies.

Benchmark 40

Benchmark Self service Customer Experience 40

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies.

Benchmark 40

Benchmark Self service Customer Experience 40

COPC

FEBRUARY 2, 2017

and Execs In The Know will present survey findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. will lead a discussion to reveal the results from both the Consumer and Corporate Editions of the 2016 Customer Experience Management Benchmark (CXMB) Series reports.

Benchmark 40

Benchmark Banking Best practices Surveys 40

GetFeedback

NOVEMBER 7, 2019

They expected only three as recently as 2016. Who knows, but hitting the “8 per page” benchmark today seems like smart money. We didn’t pick the number at random—customers have stated that they expect upwards of 8 images per page to get acquainted with a product. More compelling? What will the next few years bring?

Benchmark 99

Benchmark Marketing Customer Experience Accountability 99

COPC

APRIL 14, 2016

Featured Event: April 26, 2016, Phoenix, AZ. IARE 2016 SYMPOSIUM at Hyatt Place Phoenix . 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. Judi Brenstein of COPC Inc. and Execs In The Know. June 27: Las Vegas, NV.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

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. presented at the Contact Centre Institute of New Zealand 2016 Conference: Evolve the Customer Experience With a Taste of Techo.

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 40

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

ShepHyken

MARCH 23, 2018

Impact: Fortune 500 companies that excel at recruitment marketing strategies have 62% higher average revenue per year than those with average scores, and 152% higher average revenue per year than those with failing recruitment scores (SmashFly’s Fortune 500 Report: 2018 Recruitment Marketing Benchmarks).

Airlines 204

Airlines Morale Benchmark Marketing 204

NICE inContact

AUGUST 24, 2017

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% appeared first on inContact Blog.

Banking 55

Banking Contact Center Benchmark Call Center 55

OvniSource - Ovniblog

SEPTEMBER 21, 2016

OnviSource was recently ranked a “Hot Vendor” for the third consecutive year in the “Ventana Research Value Index: Workforce Optimization 2016” report. Ventana Research is a leading benchmark research and business technology advisory services firm.

Benchmark 40

Benchmark Surveys Technology contact center workforce 40

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. So existing insurers need to benchmark themselves against these new competitors if they want to thrive. How can they compete? There are three areas to focus on: 1.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

NICE inContact

AUGUST 24, 2017

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% appeared first on inContact Blog.

Banking 48

Banking Contact Center Benchmark Call Center 48

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. Published in Provide Support Blog , 2016. 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

NICE inContact

AUGUST 2, 2016

Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. Learn more about Momentum at the 2016 inContact User Conference on October 11-13 in Orlando, Florida. Guest blog post from our friends at Momentum Telecom.

Contact Center 48

Contact Center Contact center software Technical Support Benchmark 48

Solvvy

FEBRUARY 5, 2020

Learn What Industry Benchmarks Look Like. We’ve previously gathered some common customer service benchmarks for all companies to use as guidance, which include: Acknowledgement rate: 100%. Then you’ll need to focus on understanding customer expectations in your industry so that you know how to beat them.

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Eptica

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers. Predictions are that Britons will spend just 1.3%

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. 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

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 corporate version is currently in progress and will be published in early 2016. In addition to the survey program, COPC Inc.

Multichannel 40

Multichannel Customer Experience Surveys Benchmark 40

Fonolo

SEPTEMBER 19, 2017

in 2016 to 5.3% 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 2015 to 4.5% The top reason queuing is disliked, “Not knowing how much longer you’ll have to wait”.

Call Center 89

Call Center Contact Center B2C Benchmark 89

ProProfs Blog

MARCH 5, 2019

A figure that stresses the importance of employee engagement and feedback in current times – the Employee Engagement Benchmark study conducted by Tempkin Group in 2016 , found that. Encourage your agents to share how they feel about customers. Customer Experience leaders have 1.5 Your Agents Know Customers Better.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

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

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. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. 40% of contact centers “have no tools to analyze data.”.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

COPC

MAY 23, 2016

recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs In The Know. 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.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40