Talkdesk

DECEMBER 1, 2020

Reporting & Analytics: How an organization analyzes real-time and historical data to drive decisions and generate better business outcomes. Feedback: How an organization delivers customer surveys, collects responses, and analyzes and implements changes based on results.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Fonolo

APRIL 24, 2018

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Our favorite chart: Customer Experience Transformation Benchmark Study. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

APRIL 24, 2018

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Our favorite chart: Customer Experience Transformation Benchmark Study. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 57

Contact Center Call Center Self service Surveys 57

delighted

AUGUST 23, 2019

You may know from analytics that specific features of your product are not being used or that there are specific points where new users are dropping off. Is this about a white paper that they read? Track, benchmark, and analyze your survey results over time to see customer sentiment as changes are made.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. To get the most out of this metric, use it to inform budgeting and infrastructure-related decisions as opposed to using it for agent benchmarking purposes. Customer Effort Score.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Fonolo

MAY 24, 2018

In fact, 82% of consumers surveyed by Zendesk in their annual Benchmark Report said they stopped doing business with a company because of bad customer service from call centers. After all, customer happiness and engagement are amongst the most significant drivers behind the image, culture, and success of an organization.

Call Center 87

Call Center Benchmark Metrics Analytics 87

NICE inContact

NOVEMBER 9, 2018

Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. There are several industry standard KPIs that can help you measure and benchmark your contact center performance. But if they are unhappy, you lose them – maybe for good.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49