Interpreting Benchmarks

Brad Cleveland

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

Interpreting Benchmarks

Brad Cleveland

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

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Be Careful When Interpreting Benchmarks

Brad Cleveland

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

Aspect CEC Benchmark – Early Results In

Aspect

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). The post Aspect CEC Benchmark – Early Results In appeared first on Aspect Blogs.

The New Standard: Why Employee Obsession Matters

We still use those original results as a benchmark to measure just. Is the End Goal, 2017 Partner with6-37 Return to Table of Contents Finally, Temkin Group’s 2017 Employee Engagement Benchmark.

The Edge of Service™ Newsletter, Issue 10: Beware Others' Benchmarks

Brad Cleveland

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

New ebook (free), ICMI’s Guide to Contact Center Metrics

Brad Cleveland

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!

Bringing Quality Monitoring into the Heart of the Contact Center

Contact Center Pipeline

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

Report: Net Promoter Score Benchmark Study, 2017

Customer Experience Matters

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.

Report: 2017 Temkin Experience Ratings of Tech Vendors

Customer Experience Matters

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.

How many chat sessions can agents handle?

Customer Relationship Metrics

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

5 Useful Quotes from Experienced Customer Service Leaders

Fonolo

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

Dataset: UK Net Promoter Score Benchmark, 2017

Customer Experience Matters

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.

Where Are You on The Spectrum of Agent Performance

Customer Relationship Metrics

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

Report: Employee Engagement Competency & Maturity, 2017

Customer Experience Matters

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.

5 Top Customer Service Articles for the Week of September 4, 2017

ShepHyken

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.

Best Practices for your Quality Monitoring Form

Customer Relationship Metrics

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.

Guest Blog: Technology Trends That Will Govern the CX Landscape

ShepHyken

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

Too Many Contact Centers Missing the Boat

Brad Cleveland

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

Report: Temkin Loyalty Index, 2017

Customer Experience Matters

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.

How many things should be measured on my Quality Monitoring Form?

Customer Relationship Metrics

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

2017 Temkin Forgiveness Ratings, UK: Sony, Aldi, & Nationwide On Top

Customer Experience Matters

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 […].

Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)

DMG

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.

Purposeful People Are More Loyal Customers and Employees

Customer Experience Matters

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.

Report: State of Voice of the Customer Programs, 2017

Customer Experience Matters

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.

Dataset: 2017 Temkin Loyalty Index, UK

Customer Experience Matters

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust. Then we combined those components to calculate the Temkin Loyalty Index for 157 companies across 16 industries.

3 Ultimate Factors of Business Performance

ClearAction

Executives at Vodafone, PWC, Hitachi, Westpac, Telstra, HP, Ergon, Bell Canada, and dozens of other companies have attested to the eye-opening and unifying power of benchmarking these customer culture factors and levers described below. 3 Ultimate Factors of Business Performance Lynn Hunsaker.

6 Secrets for Boosting Customer Satisfaction in the Contact Center

Fonolo

Check out SQM group , the contact center industry leader for measuring, benchmarking, and improving CX. Understanding Industry Benchmarks.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

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.,

Avaya Shakes Off Debt, Heading to Public Market

Fonolo

Understanding Industry Benchmarks. 10 months ago, Avaya filed for chapter 11 protection kicking off the largest bankruptcy event in the history of the call center industry.

APIs 54

RichCall Blog - Summary of Key Contact Center Technologies and Experts

Jon Arnold

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.

2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Customer Experience Matters

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

CUSTOMER CULTURE: How does it drive future business performance?

ijgolding

Called the Market Responsiveness Index (MRI) the tool enables a company to benchmark their level of Customer Centric Culture against more than 200 organisations worldwide.

Measure and improve contact center agent experience in order to improve customer experience

Ian Jacobs

Of course, improvement begins with measurement and benchmarking. Contact center agents have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple.

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

ijgolding

NetCNS has been designed to deliver just one number that provides an organisation-wide operational measure and benchmark for how customer needs are being met and also to provide a deeper understanding of the needs that actually drive the score in the first place.

How to Strategically Compete Against Your Peers… And Yourself

Beyond Philosophy

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.,

What Channels Do Your Customers Prefer?

DMG

To help provide some clarity, in Q4 2016 DMG conducted a multi-generational benchmark study of consumers’ channel preferences. Click here to read the full benchmark study, Consumers Channel of Choice. What Channels Do Your Customers Prefer? . Marketers have been striving to figure out customers’ channel preferences for years, as they try to find the most effective and impactful way to reach prospects.

Amazing Business Radio: Adam Dorrell

ShepHyken

However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention.

6 Customer Satisfaction Statistics Worth Considering

Fonolo

Understanding Industry Benchmarks. Here’s an obvious statement for you, “Make sure customers are 100% happy with their experiences”.

Top 10 Angry Tweets from Customers Waiting On Hold

Fonolo

Understanding Industry Benchmarks. Onholdwith.com is a community-driven platform that aims to end hold time for customers. The website tracks companies who are experiencing the most complaints on Twitter from people waiting on hold.