Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. It’s that experience that ultimately makes Michelle decide to go with Bank B.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Playvox

AUGUST 11, 2022

It can build a valuable bank of data to inform business decisions moving forward, based on information that comes directly from users. Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. Related eBook: The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents. Poor Tag Coverage.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

Solvvy

JULY 8, 2022

In competitive markets, like software, banking, financial, and consumer services, people have various options for where to do business. Analysts that have studied NPS across industries have found that benchmarks vary for businesses in different markets. Or a bank may ask how much difficulty customers had completing a loan application.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Vistio

APRIL 2, 2022

And we also do a couple benchmarking surveys a year for member companies and also have an online forum, some private meeting groups for members to be able to exchange digitally in that environment. I’d love to dive into your thoughts around the topics that we covered in that ebook as you are the expert, really.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

SharpenCX

MARCH 24, 2020

It holds them accountable and helps you give good, specific recognition. Gallup also found employees who think their manager holds them accountable for performance are 2.5x Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers.

industry standards 52

industry standards Metrics Call Center Wait times 52

Pointillist

JULY 25, 2018

Comparison with Benchmark KPIs – A world-class service provider will ask you to provide benchmark KPIs for any dataset where accuracy is especially critical. The analytics results produced by the customer journey platform should be measured against these KPIs.

Analytics 43

Analytics Metrics Government Journey mapping 43