Brad Cleveland

MAY 4, 2017

Call Center Contact Center Customer Service Leadership Research/Statistics Videos adherence to schedule benchmarks Brad Cleveland leadership

Benchmark 130

Benchmark Contact Center Call Center Customer Service 130

Brad Cleveland

MAY 3, 2016

Call Center Contact Center Customer Service Leadership Research/Statistics Videos Brad Cleveland

Benchmark 158

Benchmark Contact Center Call Center Customer Service 158

Brad Cleveland

MARCH 22, 2018

Call Center Contact Center Customer Service Customer Surveys Leadership Research/Statistics Videos benchmarks Brad Cleveland

Benchmark 30

Benchmark Surveys Contact Center Call Center 30

Brad Cleveland

APRIL 7, 2015

Call Center Contact Center Customer Service Research/Statistics Videos benchmarks Brad Cleveland Customer service statistics first call resolution

Benchmark 122

Benchmark First call resolution Contact Center Call Center 122

Advertisement

When success is benchmarked. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Contact Center

Customer Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here are previous benchmarks from 2016, 2015, and Read More. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S.

Benchmark 48

Benchmark Surveys Customer Experience 48

Customer Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. Here are the highlights from this benchmark: With an NPS of 66, USAA’s insurance business earned the highest score in Read More. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers.

Benchmark 43

Benchmark Surveys Analytics Metrics 43

Brad Cleveland

SEPTEMBER 9, 2014

The Edge of Service™ Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. If the teacher caught you peeking at your neighbor’s score … Call Center Contact Center Customer Service Leadership The Edge of Service benchmarks Brad Cleveland leadership

Benchmark 100

Benchmark Contact Center Call Center Customer Service 100

ijgolding

MAY 9, 2017

One of the awards entrants used the word ‘benchmarking’, multiple times in his presentation. In fact, ‘benchmarking’ is a word that I frequently hear as I go about my business around the world. So what exactly is the definition of ‘benchmarking’?

Benchmark 43

Benchmark Customer Experience Customer effort 43

Customer Experience Matters

JULY 24, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries.

Benchmark 52

Benchmark Transportation Banking Customer Experience 52

Dialer 360

AUGUST 18, 2017

Call center benchmarking is the basis for deciding if a group is performing in a perfect manner. Benchmarking is basic to the accomplishment of the call focus. Administrators trying to improve their way to deal with call center benchmarking. This blog entry will enable managers to do this last in their call center benchmarking. Below are the basic tools by them one can make a perfect progressive report about call center benchmarking.

Benchmark 43

Benchmark Call Center Metrics Schedule adherence 43

DMG

MARCH 15, 2017

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper). DMG Consulting LLC has conducted a worldwide consumer benchmark study to identify consumer channel preferences for interacting with businesses. 3/14/2017. By Donna Fluss. To continue reading, download the PDF by registering below: DOWNLOAD. Thank you for your interest in DMG Consulting’s publications.

Benchmark 40

Benchmark Surveys Consulting Consulting 40

CX Journey

JANUARY 8, 2016

Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I make the connection vis-à-vis benchmarking your voice of the customer metrics, e.g., NPS, customer effort score, satisfaction, and loyalty. Benchmarking is stupid.

Benchmark 50

Benchmark Morale Banking Customer effort 50

Contact Center Pipeline

JULY 7, 2017

Quality Monitoring benchmarking call center coaching contact center QM QM performance cycle quality monitoring training

Contact Center 193

Contact Center Best practices Benchmark Coaching 193

Customer Experience Matters

MARCH 20, 2018

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. Benchmarks Bruce Temkin Research Customer Connectedness Customer experience Industry Data Temkin Group ResearchTo generate these Ratings, we asked 10,000 U.S.

Airlines 64

Airlines Benchmark Customer Experience 64

ShepHyken

APRIL 4, 2018

None of these companies or people may be in your industry, but they can be your benchmark for amazing customer service – service that is not based on customer expectations for your industry, but expectations from the best people and companies they’ve ever encountered.

industry standards 83

industry standards Advertising Sales Benchmark 83

Brad Cleveland

NOVEMBER 3, 2015

Call Center Contact Center Customer Service Leadership Research/Statistics benchmarks Brad Cleveland efficiency Five9 ICMI leadershipI recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

Metrics 122

Metrics Contact Center Benchmark Call Center 122

Customer Experience Matters

MARCH 27, 2018

Benchmarks Bruce Temkin Research CCXP3 Organizational Adoption and Accountability Customer experience Temkin Group Research TrendsWe just published a Temkin Group report, State of the CX Profession, 2018. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

Surveys 46

Surveys Accountability Benchmark Customer Experience 46

Customer Experience Matters

NOVEMBER 13, 2017

B2B CX Benchmarks Bruce Temkin Research Business impact Customer experience ROI of Customer Experience Tech Vendors Temkin Group ResearchWe just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Surveys 64

Surveys Technology B2B Benchmark 64

Customer Relationship Metrics

MAY 17, 2017

Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, but I warn you against it. Call Center Benchmarking Call Center Quality Quality Assurance Quality Monitoring customer satisfaction surveys monitoring form quality monitoring form

Coaching 78

Coaching Benchmark Feedback Contact Center 78

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Customer Experience Artificial Intelligence customer experience benchmarks customer service technology

Government 79

Government Technology Chatbots call center software 79

Customer Experience Matters

FEBRUARY 12, 2018

B2B CX Benchmarks Bruce Temkin Research Tech Vendors Temkin Group Research ADP Citrix Computer Sciences Corporation CSC Deloitte EDS EMC Fujitsu Hitachi IBM SPSS McAfee NetApp Novell Pitney Bowes Red Hat SAS Institute Siemens Sun Microsystems Sybase Tata Consulting Services Trend Micro VMwareWe just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018.

outsourcing 40

outsourcing Surveys Customer Experience B2B 40

Customer Experience Matters

JUNE 12, 2017

2017 UK Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group ResearchEvery organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S. This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […].

Surveys 46

Surveys Benchmark Customer Experience 46

Customer Relationship Metrics

JULY 27, 2017

Call Center Agents Call Center Benchmarking Call Center Operations Call Center Quality Customer Experience agent performance

Calibration 68

Calibration Surveys Morale Contact Center 68

Customer Experience Matters

OCTOBER 24, 2017

Benchmarks Customer experience Industry Data Temkin Group Research loyaltyWe published a Temkin Group report, Temkin Loyalty Index, 2017. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries.

Benchmark 43

Benchmark Customer Experience 43

ShepHyken

SEPTEMBER 4, 2017

Technology NPS Benchmarks by CustomerGauge. Customer Care Customer Experience Customer Relationships CMO future of customer service NPS BenchmarksEach week I read a number of customer service and experience articles from various online resources.

Finance 62

Finance Self service Customer retention Technology 62

Customer Relationship Metrics

SEPTEMBER 9, 2016

Don’t try to use an industry Chat benchmark or guess at the right answer. Call Center Benchmarking Call Center Operations Call Center Quality Customer Experience Quality Assurance chat chat sessions

industry standards 71

industry standards Metrics Surveys Contact Center 71

Fonolo

AUGUST 10, 2017

Understanding Industry Benchmarks. Call Center call-center-benchmark call-center-manager customer-experience-tips customer-service-quotes customer-service-representative

Education 77

Education Customer Service Contact Center Feedback 77

Customer Experience Matters

JUNE 5, 2017

Aimee Lucas Research Assessments Benchmarks Bruce Temkin Research CCXP1 Customer-Centric Culture CCXP4 Customer Experience Strategy Customer experience Employee Engagement Temkin Group Research TrendsWe just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017.

Employee engagement 43

Employee engagement Benchmark Customer centricity Customer Experience 43

ClearAction

JANUARY 20, 2018

To get an in-depth understanding of current MO functions, this benchmarking study solicited feedback from more than 80 technology companies. Four Keys to Marketing Operations Success Gary Katz.

Marketing 65

Marketing Enterprise Finance Metrics 65

Customer Relationship Metrics

MAY 12, 2017

Call Center Benchmarking Call Center Quality Quality Assurance Quality Monitoring customer satisfaction surveys monitoring form quality monitoring formConsider that best practices for your quality monitoring form is entirely different from what you have been standing behind.

Best practices 62

Best practices Inbound sales Analytics First call resolution 62

Fonolo

JANUARY 4, 2018

Call Center Customer Experience Customer Service call-center-benchmark chatbots contact-center-trends on-premise-call-center-technology phone-callEvery year we read about what promises to be the hottest contact center trends. This list can, all too often, be endless.

Contact Center 56

Contact Center Education Benchmark Chatbots 56

Brad Cleveland

JULY 23, 2015

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization.

Contact Center 158

Contact Center Benchmark Call Center Customer Service 158

Customer Experience Matters

AUGUST 29, 2017

consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. Temkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles. One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. It turns out that it has a pretty significant impact in both of these areas.

Benchmark 123

Benchmark Personalization Employee engagement Customer Experience 123

Customer Experience Matters

FEBRUARY 26, 2018

pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017. Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. Here are links to download different versions of the infographic: Infographic: in .png png format, in

Employee engagement 57

Employee engagement Benchmark Customer centricity Customer Experience 57

Customer Experience Matters

JUNE 20, 2017

consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. Based on a study of 10,000 U.S USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. Its banking business earned the only […]. 2017 Temkin Ratings customer service

Benchmark 46

Benchmark Banking Customer Service 46

Customer Experience Matters

OCTOBER 17, 2017

Here’s the executive summary: For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. This report also includes data from these companies’ responses to help you benchmark your own company’s VoC efforts. We just published a Temkin Group report, State of Voice of the Customer Programs, 2017.

Benchmark 47

Benchmark Surveys 47

Jon Arnold

NOVEMBER 10, 2017

Otherwise, there's some useful stats from Dimension Data's 2017 benchmark report, and if you like what you see , am sure RichCall will be happy for any sharing - and likewise for keeping our names out there. This crossed my path recently, and wanted to share it as a good resource/overview of technologies currently leading the contact center space.

Technology 80

Technology Benchmark Contact Center Consulting 80

Customer Experience Matters

APRIL 10, 2018

This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues. We just published a Temkin Group report, The State of CX Management, 2018. Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. Respondents not only answered questions about CX management, they also completed our CX Competency and Maturity Assessment.

Benchmark 43

Benchmark Management Surveys Customer Experience 43

Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. As identified by noted benchmarking theorist and management scientist H. James Harrington, “Benchmarking is creating better solutions upon a firm knowledge base. Michael Lowenstein, Ph.D.,

Benchmark 55

Benchmark Gamification Automotive Wireless 55