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

SharpenCX

JULY 21, 2021

As of 2016, Marriott International created the world’s largest hotel company. Through direct feedback in surveys, Marriott learns from their customers. They invest in training and development and give employees opportunities to grow with the company instead of having to leave to find growth.

Personalization 137

Personalization Customer Experience Surveys Employee engagement 137

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. The American Express Customer Barometer Survey says 13 minutes is the cutoff before people abandon calls (and likely never call back). Call Quality.

Contact Center 101

Contact Center Abandon rate Management Metrics 101