Netomi

OCTOBER 31, 2022

Here, we present our insights and top takeaways from The New 9 to 5: The State of CX in the Gig Economy – Customer Service Benchmark Report. and ‘I am unable to log in to my account,’ enabling faster support for gig economy players, who are always on the go. The Gig Economy + CX.

Benchmark 59

Benchmark Customer Service Customer Support Accountability 59

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. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 52

Benchmark SaaS Metrics B2B 52

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). There has been a significant increase in companies that have a dedicated workforce management team accountable for forecasting, planning, and real-time management.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Netomi

JANUARY 26, 2022

NLU Benchmarking Report: The Process . Download your copy of the NLU Benchmarking Report now for the full results. NLU Benchmarking Report: The Results . In our benchmarking report, we measured a few key metrics including Accuracy , Out of Scope Accuracy and Balanced Accuracy. Here are the highlights of the report: .

Benchmark 52

Benchmark Telecommunications Enterprise Metrics 52

CustomerSuccessBox

FEBRUARY 17, 2022

It shows the amount (change) of revenue from current users that a company can retain compared to any other time period, taking into account downgrades, upgrades, and churn. NDR takes into account changes in MRR caused by expansion, upgrades, downgrades, and churns within an existing customer base. Why is NDR so important?

Benchmark 52

Benchmark SaaS Customer retention Upselling 52

Integrity Solutions

MARCH 21, 2022

With the rise of cross-functional buying committees in B2B selling situations, sales and marketing professionals are reevaluating some of their “tried-and-true” methods and shifting away from just individuals to more of an account-based sales approach. One of the hallmarks of account-base sales is hyper-personalization.

Accountability 52

Accountability Sales Customer retention B2B 52

Vonage

OCTOBER 6, 2015

Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. When I call to make a reservation, they ask for my account or priority number each and every time.

Benchmark 97

Benchmark Customer Experience Airlines Education 97

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. Free Download: Live Chat Benchmark Report 2019. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 45M chat interactions.

Benchmark 47

Benchmark Wait times Best practices Accountability 47

Amity

MARCH 24, 2016

We benchmark ourselves against standards such as body mass index to determine where we should ideally be. If this approach - theoretically - works when dieting, why not use benchmarking with customers? We are talking about benchmarks on how they are currently doing and where they should ideally be.

Benchmark 48

Benchmark Journey mapping Metrics Best practices 48

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

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. Free Download: Live Chat Benchmark Report 2019. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 45M chat interactions.

Benchmark 40

Benchmark Wait times Best practices Accountability 40

ChurnZero

SEPTEMBER 28, 2021

It’s important to have NPS benchmarks in mind so you can start making effective changes based on your score. Benchmarks allow you to figure out when your score is good, when and where there’s room for improvement, and how you might compare to other competitors in your industry. External Benchmarks. Internal Benchmarks.

Benchmark 97

Benchmark SaaS industry standards Analytics 97

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Assign accountability for a customer feedback loop. What does accountability mean?

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Totango

DECEMBER 20, 2023

Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

AWS Machine Learning

MAY 10, 2023

We cover computer vision (CV), natural language processing (NLP), classification, and ranking scenarios for models and ml.c6g, ml.c7g, ml.c5, and ml.c6i SageMaker instances for benchmarking. You can use the sample notebook to run the benchmarks and reproduce the results. For more details, refer to the GitHub repo. He received his Ph.D.

Benchmark 83

Benchmark Engineering Best practices Scripts 83

Totango

FEBRUARY 2, 2021

A set of key performance indicators and benchmarks to track and measure client progress towards goals. This stands in contrast to plans shared via email or in a spreadsheet, where it becomes difficult to tie these outcomes to customer accounts. How Do You Use a Customer Success Plan?

Benchmark 127

Benchmark Chatbots Accountability Enterprise 127

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. are on track to overtake phone interactions by the start of 2017.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Spearline

MAY 3, 2022

The power of a benchmark comparison in phone number testing When you receive an alert that your phone number is not functioning, you know immediately that there is a problem. Being able to benchmark your results against other organizations helps point out where issues might be, and provides guidelines to help you fix any hidden issues.

Benchmark 98

Benchmark Customer Service Accountability Feedback 98

24-7 InTouch

MARCH 6, 2024

Transparency in AI algorithms and governance mechanisms ensures accountability, promoting trust among your users. IntouchCX’s commitment to responsible AI aligns with the evolving standards of cybersecurity, setting a benchmark for ethical practices within the fintech industry.

Government 52

Government Benchmark Banking Accountability 52

Anexa BPO

NOVEMBER 10, 2023

Share the Why’s Behind CX Metrics Because CX metrics aren’t subject to SEC regulations or GAAP (generally accepted accounting principles) you can be sure that suspicions will be raised about the scores you report. People see an opportunity for internal manipulation compared to independent, comparative third-party benchmarks.

Metrics 52

Metrics Business Process Outsourcing Benchmark Customer centricity 52

Provana

JUNE 27, 2022

IIn the post-pandemic credit and collections landscape, the Net Promoter Score (NPS) has become an "important-than ever" KPI and a benchmarking tool for customer satisfaction. Benchmark Ideal Calls. An advanced speech analytics platform can assist you in this process. Don’t let ineffective calls fall through the cracks.

Benchmark 52

Benchmark Analytics Customer retention Call Center 52

Fonolo

FEBRUARY 18, 2021

Customer interactions are at the heart of every contact center, so it makes sense to take their feedback into account. By taking this step, you’ll be able to account for the customer experience — after all, there’s no point in implementing a strategy that makes them unhappy. Create a benchmark for success.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. In addition, it’s a good idea to set benchmarks for onboarding speed to understand better if your team is excelling or falling behind on timelines.

Benchmark 76

Benchmark Metrics Education Accountability 76

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! This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. It doesn’t have to be this way. Customer satisfaction.

Education 98

Education Benchmark Customer retention Metrics 98

CSM Magazine

JANUARY 2, 2024

Benchmarking and Competitive Analysis Comparing the casino’s performance with industry benchmarks and competitors is essential for staying ahead. Data analytics can facilitate benchmarking by providing insights into key performance indicators.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

Joe Rawlinson

MAY 17, 2022

Now, the question is—what are the metrics and figures to benchmark for every industry? Building their account on highly targeted ad groups. As with previous benchmark reports, the numbers have been consistently high for these industries. Otherwise, they’ll end up inflating their budget to no avail. Average Cost per Click (CPC).

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

Netomi

FEBRUARY 24, 2022

In our new Customer Service Benchmark Report – Cryptocurrency, we analyzed top 101 global cryptocurrency exchanges and platforms, with emphasis on support delivered via email (which we know is a preferred support channel). Here, we share some of our most intriguing findings from this CX benchmarking report. hours, which is 2.6X

Customer Support 52

Customer Support Benchmark Customer Experience Banking 52

delighted

NOVEMBER 10, 2021

Take formatting into account. Set internal benchmarks per market. Also consider if your current core benchmark metric, such as NPS, is appropriate for use worldwide. Translate your survey from the target language back into English to make sure everyone on your team is on the same page.

Surveys 84

Surveys Feedback Benchmark Metrics 84

Totango

OCTOBER 20, 2021

Establish usage benchmarks and take steps to promote the achievement of usage benchmarks, such as providing tutorials and allowing users to share their benchmarks. Focus on intervening with renewals of accounts which are at risk of churn. Assess customers’ product usage immediately after exiting onboarding.

Journey mapping 91

Journey mapping Benchmark Best practices Accountability 91

Fonolo

OCTOBER 19, 2023

It’s become a benchmark in the contact center industry, though its origins are not at all scientific nor grounded in research. This is good call management and call routing – so far, so good – but those customers are going to take more time than things like account balance inquiries and PIN resets.

Contact Center 81

Contact Center Service level Abandon rate Construction 81

Call Design

JULY 6, 2021

A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. First Contact Resolution. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

CSM Magazine

MARCH 6, 2024

Fostering a Culture of Accountability People tend to bring a sense of responsibility when they know their productivity is being monitored. Managers can identify trends, foresee potential issues, and benchmark performance against industry standards. Employees are more likely to stay focused and put their best foot forward.

industry standards 52

industry standards Benchmark Coaching Accountability 52

ChurnZero

AUGUST 25, 2021

It will help you set benchmarks to get a clear picture of your performance with your customers. A Net Promoter Score (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. Let’s start with the basics. What is a Net Promoter Score (NPS)?

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

CSM Magazine

APRIL 6, 2023

First, an initial Spotlight Consultancy engagement to benchmark and understand current workplace wellbeing. It is important that this model takes account of the current issues and challenges facing advisors. At Sabio, we help clients to address this and other challenges in our three-stage Wellbeing Programme.

Benchmark 52

Benchmark Consulting Consulting Service level 52

CSM Magazine

MARCH 28, 2023

Performance Monitoring and Reporting – Receive regular performance updates, including benchmarks, returns, asset allocation, and manager selection Tracking and analyzing various aspects of your organization’s performance is essential to ensure efficiency and profitability.

Finance 52

Finance outsourcing Benchmark Education 52

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? Account management is the practice of providing customers with service, support and improvement opportunities to increase their consumption of a product or service and maximize retention, cross-sell and upsell opportunities within the customer base.

Accountability 10

Accountability Management SaaS Finance 10

Totango

OCTOBER 20, 2021

Establish usage benchmarks and take steps to promote the achievement of usage benchmarks, such as providing tutorials and allowing users to share their benchmarks. Focus on intervening with renewals of accounts which are at risk of churn. Assess customers’ product usage immediately after exiting onboarding.

Journey mapping 72

Journey mapping Benchmark Best practices Accountability 72