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. are on track to overtake phone interactions by the start of 2017. It’s that experience that ultimately makes Michelle decide to go with Bank B.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

COPC

FEBRUARY 2, 2017

Featured Event: February 6 – 8, 2017. and Execs In The Know will present survey findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. and Execs In The Know will present survey findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series.

Benchmark 40

Benchmark Banking Best practices Surveys 40

Revation Systems

FEBRUARY 9, 2018

In 2017, the contact center industry began experiencing a heightened focus on omni-channel communications, which will only continue to grow. A 2017 customer experience benchmark study showed that 67 percent of consumers preferred agent-assisted channels. 24/7 Support. 24/7 Support.

Contact Center 48

Contact Center Construction Benchmark Chatbots 48

JustCall

NOVEMBER 24, 2022

According to Microsoft’s 2017 Global State of Multi-Channel Customer Service report, 97% of consumers say customer service quality assurance is critical to maintaining loyalty. If you look for banking or ticket-booking solutions, the IVR will direct you to an AI-enriched system that will try and resolve your issue in the first go.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Contact Center and CX Research and Reports. This is the future of customer service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

HGS

SEPTEMBER 6, 2017

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Rather than leaning on legacy benchmarks, the modern contact center should be value-based (i.e., Wed, 09/06/2017 - 12:52.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

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. To resolve this late fee, the customers reach out to the bank. Source: 2017 HDI Metric of the Month.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74