CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

360Connext

JANUARY 4, 2022

This meant starting or reinforcing a strong Voice of the Customer (VoC) program , including specific ways to gather customer feedback, like regular surveys, in-app feedback mechanisms, and ongoing input. You partnered with your financial team to determine what revenue could be tied to improved CX metrics. Of course you are.

Journey mapping 72

Journey mapping Customer Experience Education Feedback 72

CCNG

JANUARY 4, 2023

One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Government Industry sectors with the highest levels of callers reporting their biggest pain point is agents not knowing answers. We also know that customer satisfaction and agent satis­faction show signs of level­ing off. Technology, 39.4%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

COPC

OCTOBER 31, 2022

Although these relationships are critical, only 46% of executives surveyed are satisfied or very satisfied with their outsourcers’ performance (1). Implement governance models and levels of oversight that make sense. Our research shows that only 46% of executives surveyed said they have a formal VMO.

Management 79

Management outsourcing Government Multichannel 79

Playvox

NOVEMBER 1, 2022

In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. Agents in our survey were resounding in their praise for remote work arrangements. Why bring agents back when even managers are satisfied with it?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Balto

APRIL 20, 2023

According to a Gartner survey , “real estate/facilities management” was the greatest target for budget cuts; 72% of CFOs wanted to trim their organization’s real estate footprint. A survey of 4,000 employees found that 74% of employees who kept their jobs amidst a layoff felt that their own productivity had declined as a result.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52

Playvox

SEPTEMBER 2, 2022

Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect.

Contact Center 70

Contact Center Management Gamification Surveys 70

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. In our survey, 46.7% Figure 7: Satisfaction Metrics by Working Location The trick isn’t to go fully in-person: hybrid workers were the happiest of the bunch. Key word: opportunity.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Balto

JUNE 23, 2022

We surveyed 567 agents across the United States. Figure 1: Geographic Distribution of Survey Participants. Figure 2: Age Distribution of Survey Participants. The most represented industries in our survey were Retail (17.5%), Financial and Professional Services (16.2%), and Healthcare (12.2%). Demographics. female and 47.3%

Scripts 52

Scripts Coaching Contact Center Surveys 52

Balto

OCTOBER 31, 2022

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? CSAT Surveys. CSAT Surveys. But knowledge retention isn’t the only metric worth looking at. How satisfied are they with their job?

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

JustCall

APRIL 28, 2022

They can now do everything – from tracking and reporting on key metrics (such as call volume and length) to automating manual tasks (like call routing), analyzing calls in real-time, and even offering situational prompts during live calls to help the reps. Track call metrics. Manage sales performance. Enhance customer service delivery.

Sales 52

Sales Coaching CRM Metrics 52

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Onboarding Hero: ClearGov.

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

Comm100

MAY 20, 2022

adults surveyed now say that they’re online “almost constantly”. Pre-chat surveys are also simple but effective live chat tools that help customers feel like their needs are understood. When adding live chat to your support operations, it’s important to track the key metrics to learn how well your team is performing. 31% of U.S.

Wait times 77

Wait times Benchmark Sales Personalization 77

Global Response

JANUARY 9, 2023

Business leaders agree: 64% of business leaders surveyed in 2022 said that customer service has a positive impact on their company’s growth, and 60% said that it improves customer retention. You are subject to strict regulations or government requirements.

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

ShepHyken

NOVEMBER 21, 2022

Business Leader) For decades the Net Promoter Score (NPS) has been a recognised metric of customer loyalty and a credible predictor of business growth and success. My Comment: 45% of consumers surveyed in our 2022 Achieving Customer Amazement study believe it’s important for a company or brand to have a cause that’s important to them.

Government 33

Government Customer Service Benchmark Customer Experience 33