Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Benchmark 40

Benchmark Contact Center Banking Accountability 40

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

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits. It means being transparent, telling stories verbally and visually that convey the internal brand experience.

Airlines 206

Airlines Morale Benchmark Marketing 206

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. times as many engaged employees as compared to those in customer experience laggards.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

VHT

OCTOBER 18, 2018

Employee Engagement Technology. CX experts cannot ignore employees who interact directly with customers. A 2016 Employee Engagement Benchmark study found that companies with the highest rated CX had 1.5 times as many engaged employees as others.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Aspect

JULY 11, 2018

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. Want to make your customers happy? Start with your agents.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Employee engagement trends that lead to company growth! Customer Service benchmarks show the importance of a great procedure!

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60