Comm100

APRIL 9, 2021

Today’s customer service expectations cross over industries. Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. Wait times are key to any customer service team.

Benchmark 65

Benchmark Best practices Banking Wait times 65

NobelBiz

APRIL 3, 2023

Research from Benchmark Portal found that, on average, 15% of customer inquiries are handled through self-service. Of course, self-service can benefit virtually any industry that interacts with clients and customers, which is another way to say that these technologies can be applied to any business. You guessed it; it’s money.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Callminer

AUGUST 1, 2017

Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark. For North American call centers that have in-house sales/customer support personnel, often times there are multiple players of management. Scott Nazareth.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Comm100

FEBRUARY 7, 2018

Paid technical support (Hubspot) — From troubleshooting to making changes to the software, paid technical support can add extra dollar signs to what was once an innocuous bill. Will it be easy to reach customer support should you need help with the software? Free Download] Live Chat Benchmark Report 2018.

CRM 41

CRM Enterprise Multichannel SaaS 41

Netomi

JANUARY 5, 2022

Flavio is the VP of Operations and Customer Support at DigiCert, Inc., She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. Customer Service Leaders: Nate Brown. Flavio Martins.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98