Aspect
OCTOBER 19, 2017
It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). Companies can provide this type of work environment through proper coaching, gamification, and rewards and recognition for a job well done.
Playvox
APRIL 4, 2023
According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To keep engagement up, feedback should be focused on coaching rather than micromanaging.
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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. This is the latest benchmark for evaluating quality assurance of call centers. Social media overflow. Productivity and development.
CX Global Media
SEPTEMBER 17, 2018
They Avoid Benchmarking: High-performing contact center leaders do not waste a lot of time benchmarking their contact center performance. The post Don’t Waste Your Money on Empathy Training appeared first on Call Center Coach. They strive for differentiation. By all observations, incivility is bad and not improving.
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.
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.
Fonolo
NOVEMBER 17, 2020
To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Call Center Trends 2017. FCR is the Most Important Metric.
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