ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses. Be sure to bookmark it for easy reference.

Benchmark 52

Benchmark SaaS Metrics B2B 52

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 76

Surveys B2C B2B Feedback 76

Spearline

JANUARY 6, 2022

Inbound voice has actually seen an increase since 2014, according to the survey report “What Contact Centers Are Doing Right Now 2021 Edition” While the use of inbound voice has increased from 50% in 2014 to 54.9% in 2021, alternative “on the rise” channels have actually seen no drastic gains.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

COPC

SEPTEMBER 26, 2022

1 Yet, managers struggle to adapt and find new ways of engaging employees , especially in hybrid and remote work environments. These reports provide an unbiased overview of job satisfaction across all layers of the contact center, offering benchmarking possibilities,” said Ian Aitchison, COPC Inc. The survey occurred between Nov.

Employee engagement 52

Employee engagement Business Process Outsourcing Benchmark Contact Center 52

Uniphore

JUNE 22, 2021

So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition.

Call Center 87

Call Center Entertainment Contact Center Benchmark 87

CSM Magazine

OCTOBER 4, 2022

Verint’s recent survey of more than 5,000 consumers across Gen Z, Millennials, Gen X and Baby Boomer demographics shows that customer satisfaction scores have fallen for the majority of the 20 banks in our benchmark. Average NPS ratings are also lower than pre-pandemic levels with the goodwill afforded to banks during this time ending.

Banking 52

Banking Customer Experience Benchmark Finance 52

ChurnZero

MARCH 18, 2022

If I were a CSM or a CSM manager, I would try to somehow weigh or factor that in. I would look at NPS in an annual NPS survey by buyer role. I could imagine doing a forecast off the surveys where you use the intent-to-renew survey to say, “We think your book of business at renewal is worth this, go beat that.”

SaaS 98

SaaS Metrics Enterprise Surveys 98

ChurnZero

SEPTEMBER 8, 2022

But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! Customer education is often provided by a Learning Management System (LMS). It doesn’t have to be this way.

Education 98

Education Benchmark Customer retention Metrics 98

Comm100

MAY 20, 2022

adults surveyed now say that they’re online “almost constantly”. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. In 2021, the average live chat CSAT score stood at an impressive 84%. Here are some of them: Younger generations don’t like talking on the phone.

Wait times 75

Wait times Benchmark Sales Personalization 75

aircall

JANUARY 5, 2022

According to a TalentLMS and a Workable survey, 72% of technology professionals are thinking about quitting their job over the next 12 months. In its 2021 Employee Experience survey, Willis Towers Watson found 40% of firms believe the pandemic had a negative impact on employee engagement. How to Retain Top Tech Talent.

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Every board meeting is going to suck.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

JustCall

NOVEMBER 25, 2022

According to a Morgan Stanley report, global eCommerce has recently risen from 15% of total retail sales in 2019 to 21% in 2021. There could be online cookies, surveys, the company’s past sales information, focus groups, and more. Benchmarking. The eCommerce sector was showing significant growth even before the pandemic.

Sales 52

Sales Marketing Benchmark Metrics 52

Balto

MAY 13, 2022

It’s typically measured with surveys. In 2021, a survey we did of more than 1,000 contact center agents analyzed what led to mistakes. Gamification can range from leaderboards and point contests for hitting benchmarks to progress bars that track performance. What Is an Agent Satisfaction Score and What Does It Measure?

Contact Center 52

Contact Center Gamification Scripts Coaching 52

Playvox

JANUARY 13, 2022

billion smartphone users worldwide in 2021. In 2021 , WhatsApp had two billion monthly users worldwide, Facebook Messenger counted 1.3 Maximize Workforce Engagement Management (WEM) Solutions. They can also help you manage your team’s workload, and enhance the experience of your agents. Quality Management (QM) Solution.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Balto

OCTOBER 31, 2022

Put Your Managers and Supervisors In Charge What Agents (And Leaders) Have to Say Conclusion. We talked to over 200 agents and 200 managers to put together a comprehensive onboarding analysis that optimizes for agent experience and retention. and online learning management tools as the least effective tool (3.8). Share on Email.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

ChurnZero

OCTOBER 22, 2021

But as you acquire more customers, you’ll no longer be able to passively manage these lead and brand-building sources. Rachel Gurman , Customer Success Manager at ChurnZero. satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), Andrew Fink , Head of Customer Success at 6 River Systems.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

Russel Lolacher

MARCH 2, 2021

A big part of my role has always been change management, and communication is key to that. I was extremely excited to work with our team to build an operational social care team from the ground up, from ongoing communication and change management to buy-in and branding. Thanks, Dad. It’s been a rewarding journey. We have a few.

Government 52

Government Customer Care Transportation Benchmark 52

Netomi

SEPTEMBER 20, 2021

Without further ado, let’s take a look at the best AI chatbots for 2021 and beyond. What makes Netomi one of the best AI chatbots of 2021? What makes atSpoke one of the best AI chatbots of 2021? Knowledge Base Management. What makes WP-Chatbot one of the best AI chatbots of 2021? Multi-lingual. Customization.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Nicereply

JULY 22, 2021

As the old saying goes “what gets measured, gets managed.” Plus, because customers can give feedback with just one click, response rates are higher than traditional long-form surveys. Most help desks offer a default customer satisfaction survey that can be automatically sent after they resolve a ticket. Different Questions.

Benchmark 98

Benchmark Surveys Metrics Feedback 98

Comm100

MARCH 16, 2022

Even back in 2018, the Office of Management and Budget in the US ordered all executive branch agencies to add CX into their ‘strategic decisions, culture, and design of services.’. In each of the seven countries surveyed, government customer satisfaction (CSAT) score ranked last across every industry. The results spoke for themselves.

Government 80

Government Best practices Customer Service Chatbots 80

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

C Space

SEPTEMBER 30, 2020

Other major tech companies, including Facebook and Amazon, have also said corporate employees can stay home until at least the beginning of 2021. The survey of almost 3,500 executives in 22 countries found cash flow, along with cost and liquidity management, among the highest priorities through 2022.

Real estate 40

Real estate Airlines Accountability Sales 40

JivoChat

AUGUST 18, 2021

This kind of customer-centric mentality can drive new business, boost customer retention rates, and create new benchmarks for goals. This article is your guide on how to improve customer experience in 2021. Businesses and consumers have all kinds of ways to connect in 2021. Smartphone apps. Social media. Support forums.

Customer Experience 52

Customer Experience Chatbots Customer retention Feedback 52

CustomerSuccessBox

JULY 19, 2021

Hence, Customer Success Management together with a solid strategy results in a decreased customer churn, increased upsell opportunities, and renewals. These are Top Customer Success Statistics in 2021. As per a survey by SurveySparrow , although only 8% of the companies’ KPIs were NPS, 63.16% of companies use NPS as a success metric.

SaaS 52

SaaS Customer retention Surveys Chatbots 52

CSM Magazine

FEBRUARY 28, 2023

’s 2021 Global Customer Experience Benchmarking Report , 91% of organizations believe that customer experience is a crucial differentiating factor, and successful organizations have recognized that a robust knowledge management strategy is crucial in setting themselves apart from the competition. .’s

Customer Service 52

Customer Service Management Multichannel Self service 52

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. To help us continue to learn and grow, ChurnZero, ESG, and Higher Logic, invited CS leaders to participate in a survey for the second year in a row, to share their experiences of where they fit within their organization and the influence they have.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

ChurnZero

MARCH 31, 2023

Customer Success Managers (CSMs) pick up the baton after that “to deliver on the promises made by the sales team.” If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” The average customer churn rate is 5.6%

Benchmark 98

Benchmark B2B Accountability Consulting 98

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. Alan Alda, Manager of Recruitment Marketing. Linda Hale, HR Manager (East). Eli Whitney, HR Manager (Central).

Management 98

Management Chief Customer Officer Upselling SaaS 98

Lumoa

JANUARY 11, 2022

Net Promoter Score is a benchmark for customer loyalty that tells how your customers understand your business and feel about it. NPS surveys or full NPS analytics? The question of “What should you invest in: survey or analytics?” Without a properly crafted customer survey, you would not get enough data. Promotoer.io

Surveys 103

Surveys Analytics Feedback Benchmark 103

C Space

JANUARY 18, 2021

Here are the five brands to watch to watch in 2021. Customer benchmark: #1 in Logistics; #27 Overall. So much so that logistics – which has traditionally been a lower quartile category in our benchmark, leaped into the top quartile – up there with highly emotive categories like beauty and automotive. billion (+13.4%

Benchmark 116

Benchmark Automotive Government Marketing 116

ProProfs Blog

AUGUST 6, 2021

You can leverage automation techniques to create employee engagement surveys , forms , questionnaires , and take a deep dive into what makes your employees happy or unhappy at the workplace. We will explore the 20 best employee engagement software in 2021 and compare their features. Bonus Read: Employee Engagement Survey Questions.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Russel Lolacher

JANUARY 23, 2023

In 2021, she spoke at the White House Leadership Development Program’s session on Creating Culture of Care in our Pandemic-Weary Workforce.” And here’s a Jen Fun fact, in 2021, she spoke at the White House Leadership Development Program session on creating culture of care in our pandemic weary workforce. Hello, that hits home.

Personalization 52

Personalization Employee engagement Construction Benchmark 52

Comm100

NOVEMBER 13, 2022

In 2021, this meant that 48% of organizations diversified the digital channels they support. In a 2021 report, 70% of agents surveyed reported feeling overwhelmed. One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered.

Customer Service 75

Customer Service Chatbots Best practices Surveys 75

Comm100

APRIL 28, 2021

CSAT, or your Customer Satisfaction Score, is one of the best benchmarks for determining how happy your customers are with the service they have just received. accompanied by a survey scale. CSAT surveys can also be sent to customers via email after a live chat experience. The reason why is simple: they will tell you directly.

Customer Support 53

Customer Support Abandon rate Benchmark Wait times 53

ChurnZero

MAY 7, 2021

Speakers: Bora Lee , Manager, Customer Enablement, ChurnZero. A [Bora]: Some of the easiest automations we have built-in are follow-ups to customer satisfaction surveys like NPS, CES, and CSAT. You’re short on benchmark one and benchmark three. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Benchmark 59

Benchmark Metrics CRM B2B 59

Russel Lolacher

OCTOBER 24, 2022

How we’re approaching employee surveys and reviews wrong. And I was lucky to have a manager who got it. And I was lucky that my first job… Christy, my manager, the person who hired me, as someone I really looked up to she set such a great example that I don’t know if I would be here today if I had a bad first boss.

Employee engagement 52

Employee engagement Surveys Accountability Personalization 52

Netomi

SEPTEMBER 10, 2022

Below, we want to show you how that perception has become reality with 42 customer service statistics you need to know for 2021. Many companies rely on these stats to benchmark customer service. Use AI to answer high-volume, repeatable issues without delay while looping in your human agents to manage the other inquiries.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52