Accountability, Benchmark and White Paper

10 Trends That Will Disrupt Customer Service in 2018 [White Paper]

Fonolo

MAY 31, 2018

Speed is arguably the most significant benchmark for every single customer service interaction today. In the chart below, Sprout Social has ranked the ways in which social media promotes brand accountability: In 2018, customer service teams must actively monitor and prioritize replies on social media, a court of inscrutable public opinion.

Interactive Voice Response

Interactive Voice Response Customer Service Customer advocacy Benchmark

The Top 10 Worst Companies You Called in 2017

Fonolo

DECEMBER 6, 2017

The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. The ACSI also reports that call center satisfaction is the lowest ranked customer experience benchmark across the telecommunications industry. White Paper: 9 Critical Contact Center Trends for 2018.

Airlines

Airlines Telecommunications Benchmark Call Center

Loyal Customers Are Worth 22X More Than Average Customers According to New Retail Report

CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers.

Banking

Banking Benchmark Surveys Accountability

Why Applying the Golden Rule to Customer Success Efforts Works

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. As it turns out, the Golden Rule is really the benchmark for success when it comes to customer service and support. In fact, a lot.

Benchmark

Benchmark Upselling Education Best practices

The 4 stages of contact center maturity and how to use them

Talkdesk

DECEMBER 1, 2020

Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information. Knowledge Management: How information is curated, maintained and distributed across systems, taking into account searchability for agents and customers to find accurate information.

Contact Center

Contact Center Benchmark Enterprise Customer centricity

4 Things to Consider When Mapping Your Digital Customer Journey

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper. White Paper.

B2C

B2C B2B Benchmark Best practices

4 Things to Consider When Mapping Your Digital Customer Journey

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper.

B2C

B2C B2B Benchmark Best practices

B2B Customer Journey Touchpoints CS Teams Need To Plan For

Totango

AUGUST 23, 2022

White papers. This may involve activating an account, setting up a username and password, completing a profile, getting oriented within your navigational menu or learning to use your product’s basic features. However, your marketing and sales department may pursue retention policies to win back lost accounts. Video chat.

B2B

B2B Journey mapping SaaS Engineering

Weight Management for Health in Customer Success?

Amity

OCTOBER 10, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. Other activities that are harder to measure in absolutes might be more challenging, like weighing the importance of a quarterly account review.

Management

Management SaaS Benchmark Accountability

Weight Management for Health in Customer Success?

Amity

OCTOBER 5, 2015

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. Other activities that are harder to measure in absolutes might be more challenging, like weighing the importance of a quarterly account review.

Management

Management SaaS Benchmark Accountability

Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew

NICE inContact

NOVEMBER 9, 2018

Add to this, that agents must often interact with dozens of business systems and applications to research account history, order status, returns, billing and payment errors, support recommendations and more. There are several industry standard KPIs that can help you measure and benchmark your contact center performance.

Contact Center

Contact Center Contact center software Benchmark First call resolution

Build Contact Center Knowledge for Improved Customer Experience

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? I was young and self-motivated which worked well for me and the company that hired me.

Contact Center

Contact Center Customer Experience Gamification Benchmark

Build Contact Center Knowledge for Improved Customer Experience

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? I was young and self-motivated which worked well for me and the company that hired me.

Contact Center

Contact Center Customer Experience Gamification Benchmark

Build Contact Center Knowledge for Improved Customer Experience

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? I was young and self-motivated which worked well for me and the company that hired me.

Contact Center

Contact Center Customer Experience Gamification Benchmark

How to kickstart a customer experience program

delighted

AUGUST 23, 2019

Is this about a white paper that they read? Customers are confused about how a feature works or are having trouble setting up their account. Rebecca Sherman, Head of Account Management and Ad Operations at The Hustle and a Delighted customer. But, you need to learn WHY they are. Okay, is this about our services?

Customer Experience

Customer Experience Journey mapping Surveys Feedback

One and Done: How to Optimize Your First Contact Resolution Rate

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Your order number or account number (you can find your order number at the top right-hand corner of your confirmation email).”

First call resolution

First call resolution Metrics Best practices Customer Service

You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Before Hertz shifted from a marketing-centered social media strategy to a jointly-owned system in 2014, the marketing department had control over the company’s social media accounts. What account-specific info can be given online? 30% Customer Care.

Customer Service

Customer Service Customer Care Morale Marketing

Customer Contact Central

10 Trends That Will Disrupt Customer Service in 2018 [White Paper]

The Top 10 Worst Companies You Called in 2017

Trending Sources

Loyal Customers Are Worth 22X More Than Average Customers According to New Retail Report

Why Applying the Golden Rule to Customer Success Efforts Works

The 4 stages of contact center maturity and how to use them

4 Things to Consider When Mapping Your Digital Customer Journey

4 Things to Consider When Mapping Your Digital Customer Journey

B2B Customer Journey Touchpoints CS Teams Need To Plan For

Weight Management for Health in Customer Success?

Weight Management for Health in Customer Success?

Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew

Build Contact Center Knowledge for Improved Customer Experience

Build Contact Center Knowledge for Improved Customer Experience

Build Contact Center Knowledge for Improved Customer Experience

How to kickstart a customer experience program

One and Done: How to Optimize Your First Contact Resolution Rate

You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why

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