Fonolo

MAY 31, 2018

In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. 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

Vcaretec

JUNE 6, 2022

There are big trends shaking up the customer service industry this year, and you’ll see many service providers trying to address new challenges. Industry executives and thought leaders connect for a unique opportunity to benchmark with peers, refine programs, and explore new ideas.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Aspect

JULY 11, 2018

Want to make your customers happy? We all know happy agents, make happy customers. For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. Respect them.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. Given that competition and consumer choice is increasing rapidly, this means every organization needs to take customer service seriously. So how can businesses deliver the service that customers want?

Customer Service 49

Customer Service Multichannel Self service Benchmark 49

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. In fact, 70% of the industries analyzed by the Index experienced dips in average scores for customer service. In store 40% were unhappy with the service they received.

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Omni-Channel Will Be the New Multi-Channel.

Customer Service 34

Customer Service Benchmark Multichannel CRM 34

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. Defining Customer Experience. Many of us are grappling with the fundamental principle of defining what customer experience actually is. The Economics of Customer Experience. 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% 40% of respondents offer mobile functionality for customer service, with a further 29% having definite plans to doing so. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

COPC

MAY 19, 2023

Customer Satisfaction (CSAT) Customer Satisfaction – CSAT CSAT evaluates how satisfied customers are with a particular experience. Examples include purchasing, interacting with customer service, or visiting a website. Organizations can measure CSAT using various scales. However, COPC Inc.

Metrics 69

Metrics industry standards Customer effort Consulting 69

Lumoa

APRIL 3, 2018

According to the same research, at least 66% of customers trust other consumer opinions posted online and according to another research , 58% of consumers said they have recently (within the past five years) began leaving more and more online reviews based upon customer service. The question is, how can you measure it?

Benchmark 134

Benchmark Feedback Best practices Metrics 134

NICE inContact

AUGUST 24, 2017

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% Some even offer concierge services.

Banking 55

Banking Contact Center Benchmark Call Center 55

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. This is something that online companies such as Amazon specialize in, building strong customer loyalty by offering a seamless digital experience. How can they compete?

Multichannel 60

Multichannel Transportation Benchmark Self service 60

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 205

Airlines Morale Benchmark Marketing 205

Fonolo

SEPTEMBER 19, 2017

48% of businesses are equipped to connect with customers through a message. Our favorite chart: The State of Customer Service 2017. Methodology: “[we]… surveyed over 100 customer service leaders. Key findings: Delivering an effortless customer experience was the prime topic for these executives.

Call Center 89

Call Center Contact Center B2C Benchmark 89

NICE inContact

AUGUST 24, 2017

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% Some even offer concierge services.

Banking 48

Banking Contact Center Benchmark Call Center 48

Provide Support

AUGUST 23, 2016

In a fast-paced world where convenience is prized above all else, it’s not surprising customers appreciate communicating via live chat. 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.

Benchmark 42

Benchmark Customer Support Customer Service Best practices 42

DMG Consulting

APRIL 14, 2017

Service departments are starting to ask a similar question now that executives realize the critical role customer service plays in building their brand. To help provide some clarity, in Q4 2016 DMG conducted a multi-generational benchmark study of consumers’ channel preferences. Study Demographics.

Benchmark 54

Benchmark Self service Consulting Consulting 54

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. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center.

Contact Center 48

Contact Center Contact center software Technical Support Benchmark 48

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line?

Sales 54

Sales Customer Experience Multichannel Airlines 54

Eptica

APRIL 12, 2019

Author: Pauline Ashenden - Marketing Manager It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK, ahead of this week’s Stratégie Clients. Published on: April 12, 2019.

Benchmark 76

Benchmark Government Analytics Chatbots 76

ProProfs Blog

MARCH 5, 2019

Businesses need to realize that employee feedback carries much importance while making efforts towards improving customer service experience. Learning about customers’ experience from your support team is crucial for your business growth. Encourage your agents to share how they feel about customers. Key Takeaways.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

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

Netomi

DECEMBER 10, 2022

And lastly, the finding that may be responsible for more corporate buy-in on customer service and CX improvement over the last 4 years: Consumers say they’re willing to spend 16 percent more to do business with companies that deliver excellent service Do any of these customer experience statistics sound familiar?

Customer Experience 40

Customer Experience Benchmark Advertising Telecommunications 40

Comm100

DECEMBER 16, 2019

Report: 2019 Live Chat Benchmark Report. With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. Keep an eye out for the 2020 Live Chat Benchmark Report coming out in January or subscribe and be the first to get it.

Chatbots 52

Chatbots Benchmark Scripts Best practices 52

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

NOVEMBER 1, 2017

Overall performance is worsening Companies could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. This year only 34% of tweets and 35% of Facebook messages were answered successfully, compared to 48% and 45% in 2016 3. Your customers will expect nothing less.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. In essence, First Call Resolution is the ability to resolve customer issues on the first attempt, with no follow-up needed. As self-service becomes the norm, this desire for prompt issue resolution is growing.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. Author: Steve Nattress There are multiple factors that feed into the customer experience. For example, people want answer fast answers – in the U.S. Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

Eptica

MARCH 14, 2018

However, this was a drop from 2016’s figure (84%) and 2015’s 91%. In 2016 just 10% of banks answered an email successfully – in 2017 that had risen to 15%. At a time when consumers are highly focused on the customer experience, the good news is that many UK banks are heading in the right direction.

Banking 49

Banking Customer Experience Multichannel Government 49

Comm100

AUGUST 11, 2016

There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. The following list will provide you with 20 skills that customer service operators need to strengthen support across channels. Understand the customer’s experience. Flexibility.

Customer Service 43

Customer Service Scripts Sales Benchmark 43

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Define metrics at critical points of the journey Measuring emotions is complex, so rather than trying to roll out metrics across the customer journey, focus on critical parts of it.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. Customers always expect top of the line customer service from their favorite brands. Balancing headcount with technology helps to enhance customer service experience during the holidays. Customer Journey Mapping.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

CSM Magazine

NOVEMBER 18, 2016

Bright report reveals how UK industries perform when it comes to customer service. The fourth annual Bright report, which looks at the state of the UK’s customer service industry, is based on insights gathered from more than 1.5 million post-transaction surveys in 2016 throughout the UK. Public Sector: 71%.

Banking 40

Banking Transportation Finance Benchmark 40

Toister Performance Solutions

FEBRUARY 15, 2018

Chat Satisfaction is Down Customer satisfaction for chat was down in 2017. The LiveChat Customer Service Report 2018 shows an overall chat satisfaction decline from 86.35 percent in 2016 to 83.54 Comm100's Live Chat Benchmark Report 2018 showed a similar decline from 84.06 percent last year. percent down to 80.68.

Wait times 55

Wait times Chatbots Best practices Benchmark 55

Eptica

AUGUST 2, 2017

To help achieve this Olive Huang of Gartner gave an informative tutorial at this year’s Gartner Customer Experience & Technologies Summit , where she discussed how to build a business case for technology investments in CX. Huang presented data from a recent Gartner study that suggests 58% of CX projects in 2016 saw a measurable ROI.

Technology 48

Technology Benchmark Customer advocacy Best practices 48

Talkdesk

APRIL 19, 2016

Welcome to Talkdesk’s new Customer Experience Weekly series! This regular posting is an outgrowth of our last series, the Customer Service Excellence Review , which was itself an outgrowth of the Talkdesk Weekly Roundup. At Talkdesk, we are committed to improving the customer experience. First things first.

Customer Experience 40

Customer Experience Benchmark Metrics Sales 40