NICE inContact

MAY 8, 2019

These are questions that keep contact center leaders up at night. The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Are you being realistic about whether your customer service really satisfies your customers?

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Benchmark Contact Center Chatbots Self service 54

NICE inContact

DECEMBER 6, 2018

Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans.

Customer Experience 48

Customer Experience Benchmark Contact Center Technology 48

CX Accelerator

OCTOBER 25, 2018

There is no doubt that the contact center industry is poised for massive changes. As Justin Robbins says, even the basic tool sets in most contact centers are broken. It is not too late for contact centers to fix the core and pave the way for the future. Twitter - @CustomerIsFirst LinkedIn - Nate Brown

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Journey mapping Metrics Contact Center Benchmark 140

NICE inContact

JUNE 19, 2019

We surveyed over 900 decision makers in the contact center to get their opinions, and we compared these perceptions to what consumers say. Generally, contact center leaders are fairly confident about the customer experiences they deliver. This points to couple of potential focus areas for contact center leaders.

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Benchmark Self service Contact Center Customer centricity 55

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. The post Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key appeared first on NICE inContact Blog.

Chatbots 54

Chatbots Benchmark Contact Center Surveys 54

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. How important is this?

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Cloud contact Contact Center Benchmark Call Center 54

Stafford Communications

MAY 12, 2020

With a universal question format and scale, NPS is one of the few satisfaction measures where it’s fairly easy to find benchmarks or to compare data with other brands. So it’s not as easy to benchmark yourself with other organizations. However, by design, it focuses on more than just your contact center. Healthcare.

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Benchmark Healthcare Contact Center Customer Care 52

NICE inContact

OCTOBER 17, 2019

The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. In fact, the consumer wave of the CX Benchmark reports a 14 point increase in use of self-service channels.

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Benchmark Self service Chatbots Contact Center 48

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

NICE inContact

OCTOBER 2, 2019

This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

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Benchmark Interactive Voice Response Chatbots Self service 60

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

NICE inContact

MARCH 28, 2019

In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. appeared first on NICE inContact Blog. What’s the point? Consumers have already accepted chat!

Chatbots 59

Chatbots Virtual Agent Self service Benchmark 59

NICE inContact

OCTOBER 11, 2019

This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. appeared first on NICE inContact Blog.

Benchmark 48

Benchmark Self service Surveys Contact Center 48

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

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Interactive Voice Response Chatbots Contact Center Quality management 70

NICE inContact

JUNE 12, 2019

And 74% of chat interactions result in a first-contact resolution. 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.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

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. And it only gets worse from here!

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Quality management Analytics Customer Experience Management 54

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. And it only gets worse from here!

Quality management 54

Quality management Analytics Customer Experience Management 54

NICE inContact

MARCH 5, 2019

In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. appeared first on NICE inContact Blog. How Webhelp profits from simplified integration of chatbots and AI.

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Chatbots Benchmark Self service Customer Experience 67

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. This enables you to benchmark and compare performance and identify team and individual areas for improvement.

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Best practices Average Handle Time Self service Contact Center 68

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . More Blogs Menu.

Call Center 49

Call Center Management Contact Center Journey mapping 49

Aspect

DECEMBER 24, 2018

In addition, Ventana Research , the leading benchmark research and business technology advisory services firm, named us as a Value Index Leader in the first Ventana Research Value Index for Contact Centres in the Cloud. It’s been a busy year and one that will be hard to top but we have some exciting updates for you all in 2019!

Chatbots 59

Chatbots Finance APIs Self service 59

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to ICMI , contact centers have a fairly high turnover rate of 33%.

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Contact Center Benchmark contact center solutions Coaching 148

TLC Associates

JUNE 4, 2019

So if you want to stay competitive in 2019, here are the digital customer experience strategies that you need to master. According to the Comm100 Live Chat Benchmark Report 2019 , live chat has been on the rise with over 45 million chats taking place in 2018. Delivering Your Brand Promise: 4 Signs a Contact Center Can Do It. .

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Customer Experience outsourcing Customer Care voip 45

delighted

SEPTEMBER 27, 2019

In 2019, 67% of consumers believe that companies are actively improving their customer service. Making unguided changes to your customer experience (CX) strategy based on ‘feeling’ instead of measurement and continuous benchmarking could end up hurting your support team and the brand at large.

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Customer Service Surveys Self service Feedback 42

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. He has been named one of the “Top 100 Digital Marketers of 2019” by both Brand24 and BuzzSumo and a “Top 50 Social Media Marketing Influencers to Follow” by TopRank. .

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Upstream Works

MARCH 21, 2019

Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty.

Customer Experience 92

Customer Experience Management Contact center software Self service 92

Comm100

APRIL 30, 2019

But even though live chat has now become a mature customer communication channel and a staple for many contact centers around the globe, there are still some common myths floating about that are questionable at best and untrue at their core. Live Chat Benchmark Report 2019. Every communication channel has its challenges.

Chatbots 60

Chatbots Benchmark APIs CRM 60

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. Its origins go back over 5 decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. ” – 2019.

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Service level Call Center Abandon rate Metrics 96

NICE inContact

MAY 21, 2019

The newly released 2019 NICE inContact CX Transformation Benchmark reveals a surprising gap between business and consumer perceptions — and contains some critical takeaways for contact centres of all sizes. The post Self-Service Strategies for Elevating CX at Your Contact Centre appeared first on NICE inContact Blog.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Upstream Works

FEBRUARY 14, 2019

The recently published Dimension Data 2019 Global Customer Experience Benchmark Report underscores this and we’re feeling the love – for customers, agents, and business growth. Communication is Key to a Great Relationship. With any relationship, communication is key.

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Analytics Benchmark Consulting Consulting 90