NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Exceptional Customer Experience Still Relies on Agent Assistance. voice or chat).

Contact Center 54

Contact Center Benchmark Self service APIs 54

Creative Virtual

DECEMBER 11, 2019

It’s always difficult to condense a whole year into one blog post, so here are just a few of the highlights. We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 as we also celebrated the 15th anniversary of Creative Virtual. Creative Virtual was rated as ‘Excellent’ across these categories.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Creative Virtual

MARCH 21, 2019

Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria. This comes on the back of our Queen’s Award for Innovation, that we were honoured to receive in 2017, and which is a five-year award. Frost & Sullivan have recognised Creative Virtual as the Product Leader!

Chatbots 40

Chatbots Benchmark Self service Best practices 40

AWS Machine Learning

MARCH 14, 2024

Launched in 2017, Amazon SageMaker is a fully managed service that makes it straightforward to build, train, and deploy ML models. Their research indicates that zero-shot CoT, using the same single-prompt template, significantly outperforms zero-shot FM performances on diverse benchmark reasoning tasks. Kojima et al.

Best practices 104

Best practices Engineering Chatbots Enterprise 104

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference. Now think about service over your digital channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

JUNE 17, 2019

In our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark study , we found that businesses greatly underestimate customers’ likelihood to recommend their company based on their experiences with online chat, apps and websites. Studies show I am not alone in this preference. Now think about service over your digital channels.

Quality management 54

Quality management Analytics Customer Experience Management 54

AWS Machine Learning

AUGUST 16, 2023

This is a guest blog post co-written with Ben Veasey, Jeremy Anderson, Jordan Knight, and June Li from Travelers. Prepare the BigEarthNet-S2 dataset BigEarthNet-S2 is a benchmark archive that contains 590,325 multispectral images collected by the Sentinel-2 satellite. 24xlarge, or ml.p4d.24xlarge 24xlarge instance.

Scripts 71

Scripts Analytics Technology Benchmark 71

bold360 Blog

OCTOBER 21, 2019

BoldChat Live Chat Performance Benchmarks Report. ICMI Toolkit 2017: How to Become a Successful Omni-Channel Contact Center. The post CXNext Live: 5 Reasons Your Live Chat Stinks appeared first on Bold360 Blog.

Chatbots 40

Chatbots Benchmark Wait times Contact Center 40

bold360 Blog

OCTOBER 21, 2019

BoldChat Live Chat Performance Benchmarks Report. ICMI Toolkit 2017: How to Become a Successful Omni-Channel Contact Center. The post 5 Reasons Your Live Chat Stinks appeared first on Bold360 Blog. Learn more about live chat with Bold360 , or check out our latest LinkedIn Live episode on ways to improve your chat experience.

Chatbots 40

Chatbots Benchmark Wait times Contact Center 40

ClientSuccess

JULY 12, 2017

While it may be hard to find a consistent benchmark across companies or industries, Stacey said to just make sure you are tracking metrics against your own data, to show executives and board members how your team is performing over time. Join us this September at the CS100 Summit 2017 at Sundance, Utah. Learn more and register here.

SaaS 40

SaaS Metrics Benchmark Best practices 40

Comm100

SEPTEMBER 6, 2022

Three great ways to figure the answer out: Book a demo with one of our live chat specialists to discuss your setup Input your details into our Live Chat ROI Calculator to find out the optimal setup Continue reading this blog! The industry benchmark is 2 live chats per agent at a time, but experienced agents can take on up to 3.

Benchmark 87

Benchmark Average Handle Time Best practices Metrics 87

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. Typically, a 50-60% benchmark is good to aim for. Read more: Live Chat Metrics 2022 – Benchmark Data. Live Chat Benchmark Report 2022.

Average Handle Time 93

Average Handle Time Benchmark Wait times Metrics 93

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Nicereply

FEBRUARY 1, 2022

According to SuperOffice’s Customer Service Benchmark Report , which analyzed the customer service quality of 1,000 companies around the world, 97% of companies don’t even send a follow-up email to customers to find out if they’re satisfied with the response they received, much less solicit feedback in real-time.

Customer Support 97

Customer Support Metrics Feedback Accountability 97

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. They also provide an opportunity to bring in best practices.

Management 98

Management Chief Customer Officer Upselling SaaS 98

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. The post What You Need to Know About Omnichannel appeared first on NICE inContact Blog.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54