RapportBoost

FEBRUARY 10, 2019

A 2018 Forrester report states that email is still the most common channel for customer support. More than 50 percent of customers surveyed expressed a preference for email over telephone and social media. According to a cross-industry survey by LiveChat , the average first response time for chat is 47 seconds.

Benchmark 58

Benchmark Surveys Best practices Metrics 58

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. And 74% of chat interactions result in a first-contact resolution. And US consumer use of chat tripled in the same timeframe.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

NICE inContact

APRIL 30, 2019

That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave. We surveyed more than 900 contact center leaders across the US, UK and Australia, asking them their opinions about various aspects of the customer service experience, including AI.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. To find out, we surveyed over 900 contact center decision makers. One top demand is for true omnichannel customer service , no matter the channel. Get your free copy today!

Benchmark 59

Benchmark Contact Center Surveys Customer Experience 59

GetFeedback

NOVEMBER 30, 2018

Actually, according to the 2018 Customer Service Benchmark report , the average live chat response time is just two minutes, whereas the average response time for an email is 12 hours. That’s why we’ve created a live chat playbook that ensures we’re always providing the best customer service possible. How can I help?

Customer Service 94

Customer Service Surveys Best practices Accountability 94

NICE inContact

MAY 8, 2019

The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Then we compared these findings to what consumers said in our 2018 consumer study. Is your company well-positioned to address the ever-increasing expectations of your evolving customer base?

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Check out some more information about agent performance from our vault here: Expert Tips & Best Practices for Effective Agent Feedback. Make sure to listen to calls.

Best practices 140

Best practices Feedback Call Center Coaching 140

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. Benchmark : Continually improve by comparing your brand against acknowledged CX leaders, whatever their industry. The digital customer experience is vital to success in the travel sector.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. In 2018, TSIA worked with 30 members to explore the low touch/digital strategy. Some of the questions asked in the survey were similar to the core TSIA benchmark.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Fonolo

NOVEMBER 17, 2020

Contact Center Trends 2018. Here are trends for 2018 that are sure to shake up the industry. Companies have realized that the customer experience directly affects loyalty and, accordingly, the trend is expected to continue in and beyond 2018. Expect executives to put more pressure on tracking and measuring ROI in 2018.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Published on: August 08, 2018. Commit to continually i mprove by benchmarking against acknowledged CX leaders, whatever their industry. Share this page on: Tweet.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

NICE inContact

JANUARY 24, 2019

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. This same rule applies when people call into your contact center. .

Interactive Voice Response 60

Interactive Voice Response Self service Benchmark Contact Center 60

Balto

OCTOBER 31, 2022

For example, onboarding buddies meet with new hires twice during their first month to answer questions and discuss best practices. Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire?

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Temkin Group was acquired by Qualtrics in October 2018. Follow Bruce on Social Media: Twitter: Bruce Temkin (@btemkin).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. This made managing the customer experience difficult at best. What does that look like?

Metrics 60

Metrics Customer Experience Surveys Feedback 60

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. There are several industry standard KPIs that can help you measure and benchmark your contact center performance. But contact centers are not built to serve managers, they are built to serve customers. Most interactions occur over the phone.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Lumoa

APRIL 3, 2018

“ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. At the same time a NPS survey is simple and short enough for consumers to respond regularly. Net Promoter allows you to switch between your "brand" to "product", if that follows the targets of your survey.

Benchmark 134

Benchmark Feedback Best practices Metrics 134

Branch Mesenger

SEPTEMBER 10, 2018

— Shep Hyken (@Hyken) September 6, 2018. I think that, just recently I shared a quote, and I'll probably mess it up, but it's something along the lines of, best practices are not, don't stick to best practices. Don't benchmark yourself against something. Taylor Pipes: And I think that's a really-.

Airlines 13

Airlines Best practices Consulting Consulting 13

Eptica

JULY 21, 2019

But, it’s relevant to you and I didn’t want to scare you ;) * Great at a few or average at a lot In Dimension Data’s 2017 Global Customer Experience Benchmarking Report they found that, on average, organisations are offering their customers a choice of nine different channels with which to engage with them.

Best practices 86

Best practices Multichannel Benchmark Surveys 86