PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Why internal benchmarking? Of course you do! Start with the best.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

Lumoa

FEBRUARY 14, 2024

Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high. Fine-tuning your CX elements is a constant exercise. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

3CLogic

AUGUST 31, 2021

It’s not difficult to understand how exercising empathy would be valuable for contact center agents. The results of more than 300 surveys show a clear correlation between the two, particularly when it comes to telecommunications. Agents can exercise this type of empathy by: Paraphrasing what the customer said.

Customer Service 59

Customer Service Interactive Voice Response Contact Center Telecommunications 59

JustCall

NOVEMBER 25, 2022

There could be online cookies, surveys, the company’s past sales information, focus groups, and more. eCommerce market intelligence helps make fast decisions because of data and analytics based on real-time insights. There is no point in being outpaced by the competition because of outdated analytic practices. Benchmarking.

Sales 52

Sales Marketing Benchmark Metrics 52

Enghouse Interactive

NOVEMBER 13, 2020

Analytics can be expensive – what could smaller contact centres do to get a useful VoC programme working? Understanding satisfaction scores is consequently simpler to achieve for those with fewer resources and provides a benchmark to focus the organisation around. How can VoC help us find where the problems are within the organisation?

Analytics 54

Analytics B2C Benchmark Feedback 54

aircall

FEBRUARY 2, 2018

You have to ask questions to know if you’re hitting benchmarks or coming up short. Through forms, quizzes, or surveys, you’ll be able to collect the information you need without making your customers go out of their way. Periscope — Actionable Analytics. Typeform makes collecting user feedback intuitive and attractive.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

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. Role Playing Exercises. CSAT Surveys. These responses are your benchmark. Less than 20. 1-on-1 Training.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52