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. We do this in many ways, one of which is staying up to date on industry research.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Our favorite chart: The State of Customer Service 2017. Understanding Industry Benchmarks.

Call Center 89

Call Center Contact Center B2C Benchmark 89

COPC

OCTOBER 25, 2017

We will review each one of these during this four-part blog series, and they are: Part 1: What channels do we offer, and what are our customers using? Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. Benchmarking. Customer Surveys. Consumer Research.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

NICE inContact

DECEMBER 3, 2018

In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Only 35% of consumers are highly satisfied* with their experience, regardless of channel and country surveyed. 49% of all consumers surveyed used phone in their most recent interaction**.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

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. In the 2 nd annual Aspect Agent Experience Index survey , 64 percent of all agents said they’re happy in their work.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. With these tools in place, Comm100’s live chat benchmarks have shown an impressive 84% positive rating across all organizations. Utilize live chat features like pre-chat surveys to know what sort of issue your customers have before they begin typing.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

GetFeedback

JUNE 12, 2019

Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. First, map your NPS survey data to each step of the customer journey. Our advice for leveraging your NPS data included two action items.

Surveys 79

Surveys Feedback Benchmark Education 79

Toister Performance Solutions

JULY 26, 2018

As he wrote on the ICMI blog , his enthusiasm for Chick-fil-A has suddenly dampened. Customer relationship management software provider SuperOffice emailed 1,000 companies for its 2018 Customer Service Benchmark report ; 62 percent did not respond. The same survey found that even the phone forecasts were lacking. and Canada.

Contact Center 72

Contact Center Consulting Consulting Benchmark 72

ProProfs Blog

DECEMBER 23, 2019

Maybe a couple of customer surveys. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. The Edison Research found that Facebook today has an estimated 15 million fewer users in the US in comparison to 2017. A few staff meetings.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

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.

Contact Center 48

Contact Center Construction Benchmark Chatbots 48

Comm100

DECEMBER 1, 2017

Out of the organizations surveyed for the report, 49% generate over one billion dollars in annual revenue, and 72% have multiple contact center sites. This makes it the fourth most important goal for companies surveyed. Other key investments include the good old customer feedback survey. Companies Are Investing in Omnichannel.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Lumoa

OCTOBER 31, 2018

Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. Customers want you to know them.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

ProProfs Blog

JANUARY 31, 2020

Statista published that in 2017, more than 60% of the customers contacted customer support for some reason or the other. Make them share insights via surveys and polls using good online survey software. Use online survey software like ProProfs survey maker, t o collect feedback from the customer to bring further improvement.

Customer Service 78

Customer Service Customer Support Surveys Feedback 78

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. Here are the experts: @Jon Arnold , an independent research analyst with a great blog.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Lumoa

JANUARY 11, 2022

Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” Without a properly crafted customer survey, you would not get enough data. Promotoer.io

Surveys 103

Surveys Analytics Feedback Benchmark 103

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. Click here. Number of chats. to save time.

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. Temkin Group was acquired by Qualtrics in October 2018.

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

CallSource Insights

JULY 3, 2019

A BrightLocal survey notes that “two recent studies by Moz and The Local SEO Guide show the variety of ranking factors that influence local search rankings. Competitive Benchmarking. Although the world of SEO is ever-changing, there are still habits to be made and key areas that will always be important (at least we think so).

Management 40

Management Feedback Engineering Advertising 40

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

ProProfs Blog

DECEMBER 12, 2019

The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. PwC did found out in a survey that it takes only one bad experience for customers to leave a company for good. what customers want, . what they don’t want, . what complaints they have with business, and.

Customer retention 132

Customer retention Surveys B2B Marketing 132

GetFeedback

APRIL 25, 2019

This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. Consistently survey your customers after important milestones, like a purchase or onboarding.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. Their CSM becomes a valuable source of benchmarking guidance around what good metrics and execution look like for your industry. . . A J oint Success Plan is a simple but powerful tool for outcome-based customer success management.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. Why Chatbots?

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. WordPress blogs. As of mid 2017, those services also include free marketing automation. From Salesforce to Survey Monkey, Hubspot makes it easy for companies to connect to their favorite software solutions.

CRM 42

CRM Enterprise SaaS Marketing 42