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. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.
Comm100
DECEMBER 22, 2016
But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. consumers and 70% of U.K.
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NICE inContact
AUGUST 16, 2019
The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.
ShepHyken
NOVEMBER 13, 2017
CRM Buyer) Getting customers — and keeping them — is the name of the game in e-commerce. Here is SuperOffice’s annual benchmark report, filled with great stats, facts and suggestions to deliver a better customer service experience. To stay successful, we must change the way we’ve always done business.
NICE inContact
AUGUST 16, 2019
The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.
Pointillist
NOVEMBER 11, 2019
You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. For example, imagine that a CRM system notes only a customer’s home number. A global benchmarking study from MetricNet also affirmed the strong correlation between FCR and CSAT.
Fonolo
NOVEMBER 17, 2020
The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Which Topics Are Most Important for Your Customer Service Department in 2017?
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