Comm100

JANUARY 7, 2020

– Brian Cantor, Principal Analyst & CCW Digital Director, Customer Management Practice. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. Free Download: Live Chat Benchmark Report 2020. Here’s the proof. On average, 74.5%

Benchmark 53

Benchmark Wait times Chatbots First call resolution 53

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019.

Benchmark 48

Benchmark Wait times Best practices Accountability 48

Comm100

MARCH 16, 2022

We will also discuss how government can improve customer service while meeting today’s strict security standards, exploring new approaches and tools with real-world examples and best practices. . Santa Fe County has been using Comm100 Live Chat since 2018. Table of Contents: Chapter 1: Governments are taking CX seriously.

Government 80

Government Best practices Customer Service Chatbots 80

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019.

Benchmark 40

Benchmark Wait times Best practices Accountability 40

Toister Performance Solutions

FEBRUARY 15, 2018

The LiveChat Customer Service Report 2018 shows an overall chat satisfaction decline from 86.35 Comm100's Live Chat Benchmark Report 2018 showed a similar decline from 84.06 Two major pain points are average wait times and average chat length, both of which I experienced in my chat with the cable company.

Wait times 55

Wait times Chatbots Best practices Benchmark 55

Talkdesk

MARCH 5, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. In this post, we’ll look at how Talkdesk calculates abandonment rate, give you benchmarking metrics for specific industries and walk through how your team can improve your abandonment rate to service customers better.

Abandon rate 40

Abandon rate Contact Center Abandon Call Interactive Voice Response 40

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. 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.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176