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Interpreting Benchmarks
Brad Cleveland
AUGUST 22, 2018
Call Center Contact Center Customer Service Leadership Videos benchmarks Brad Cleveland leadership
Benchmark Related Topics 
Interpreting Benchmarks
Brad Cleveland
MAY 4, 2017
Call Center Contact Center Customer Service Leadership Research/Statistics Videos adherence to schedule benchmarks Brad Cleveland leadership
Direct CX Benchmarking – How Do the Regions Measure Up?
Dialer 360
NOVEMBER 23, 2018
Benchmarking in customer experience would be very helpful. With all the uses of benchmarking in CX carry an inherent assumption. But the most important thing about the CX benchmarking to visualize. The actual CX benchmarking is to measure the performance of the call center.
Report: Net Promoter Score Benchmark Study, 2018
Customer Experience Matters
OCTOBER 1, 2018
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®.
Study: The Health of the Contact Center
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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.
Interpreting Benchmarks
Brad Cleveland
MAY 3, 2016
Call Center Contact Center Customer Service Leadership Research/Statistics Videos Brad Cleveland
Report: Tech Vendor NPS Benchmark, 2017 (B2B)
Customer Experience Matters
SEPTEMBER 11, 2017
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. We also compared overall results to our benchmarks from the previous five years. B2B CX Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Net Promoter Tech Vendors Temkin Group Research
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Aspect CEC Benchmark – Early Results In
Aspect
OCTOBER 19, 2017
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.
Be Careful When Interpreting Benchmarks
Brad Cleveland
APRIL 7, 2015
Call Center Contact Center Customer Service Research/Statistics Videos benchmarks Brad Cleveland Customer service statistics first call resolution
Report: Fan Experience Benchmark: U.S. Professional Sports
Customer Experience Matters
MAY 2, 2018
We just published a Temkin Group report, Fan Experience Benchmark: U.S. The post Report: Fan Experience Benchmark: U.S. Aimee Lucas Research Benchmarks Bruce Temkin Research Customer experience Sports Temkin Group Research MLB MLS NASCAR NBA NFL NHL PGA USTA WNBAProfessional Sports: U.S. Consumers’ TV Preferences And In-Person Experiences For MLB, MLS, NASCAR, NBA, NFL, NHL, PGA, USTA, and WNBA. For seven years in a row, Temkin Group has tracked U.S.
Report: Channel Preferences Benchmark, 2018
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.
The Health of the Contact Center: Are You Ready for 2019?
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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.
Interpreting Benchmarks
Brad Cleveland
MARCH 22, 2018
Call Center Contact Center Customer Service Customer Surveys Leadership Research/Statistics Videos benchmarks Brad Cleveland
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Customer Experience Benchmarking: beware how you use it!
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’?
Report: Net Promoter Score Benchmark Study, 2017
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.
Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide
ShepHyken
AUGUST 17, 2018
One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. This involves the comparison of certain metrics to that the industry benchmarks and to your competitors. The industry benchmark for FRR is 7 hours.
Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)
Customer Experience Matters
SEPTEMBER 10, 2018
We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®.
Creating Distinction to Improve Customer Interactions
Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker
How does a business become so distinctive that they not only stand out in their industry, but set the benchmark for innovation, customer experience, and employee culture? This webinar will explore how a professional or an organization can create distinction to stand out in their industry.
Dataset: UK Net Promoter Score Benchmark, 2017
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.
2018 Contact Centre WFM Benchmarking Study - powered by injixo
Injixo
SEPTEMBER 4, 2018
London, England: injixo is running a comprehensive study of WFM professionals to reveal how today’s contact centres compare in the practices they use across the planning cycle, the channels they plan for, the KPIs they use, the size of the planning team and many other parameters.
Net Promoter Score Benchmarks: Don’t Waste Your Time On External Data
Genroe
NOVEMBER 19, 2018
The post Net Promoter Score Benchmarks: Don’t Waste Your Time On External Data appeared first on Genroe. It comes in many flavours but easily the most common question on Net Promoter that I get asked is: How good is my Net Promoter Score? Unfortunately it is also the question with the answer that people want to hear the least: there are very few ways to really know. While there are some reasonably […].
How To Make A Progressive Report About Call Center Benchmarking?
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.
The Edge of Service™ Newsletter, Issue 10: Beware Others' Benchmarks
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
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)
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.
To Mark the Spot with Benchmarking or Not?
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.
Bringing Quality Monitoring into the Heart of the Contact Center
Contact Center Pipeline
JULY 7, 2017
Quality Monitoring benchmarking call center coaching contact center QM QM performance cycle quality monitoring training
Forgotten Yet Key Source for Contact Center Best Practices
Call Center Coach
SEPTEMBER 5, 2018
Contact Center Events Contact Center Performance 8x8 benchmarking CCNG contact center industry Daniel Weiss networkingI’ve been very fortunate to have gained different perspectives in the contact center industry.
This is where you break down barriers to enhance contact centers
Call Center Coach
AUGUST 28, 2018
Contact Center Events Contact Center Performance benchmarking CCNG contact center industry networkingContact centers around the world face similar challenges, yet so many continue to work in silos.
Measuring your call center performance
TRUSTID
OCTOBER 21, 2018
The article cites three common performance benchmarks that can help you compare how your call center measures up against other call centers. One of the primary tools for customer engagement is the telephone.
Are You Keeping Up with Your Customers?
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.
Report: 2018 Temkin Experience Ratings (U.S.)
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.
Report: What Happens After a Good or Bad Experience, 2018
Customer Experience Matters
JUNE 4, 2018
Benchmarks Bruce Temkin Research Business impact CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Industry Data Temkin Group Research Voice of the customerTo understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries.
Four Keys to Marketing Operations Success
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.
Report: 2017 Temkin Experience Ratings of Tech Vendors
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.
Guest Blog: Technology Trends That Will Govern the CX Landscape
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
Report: The Customer Journeys That Matter The Most
Customer Experience Matters
JUNE 13, 2018
Benchmarks Bruce Temkin Research Business impact CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Industry Data Temkin Group Research Voice of the customerFew organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings.
Report: Employee Engagement Competency & Maturity, 2018
Customer Experience Matters
JULY 23, 2018
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, 2018.
How many things should be measured on my Quality Monitoring Form?
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
New ebook (free), ICMI’s Guide to Contact Center Metrics
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!
2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top
Customer Experience Matters
APRIL 24, 2018
2018 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 eight years. This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It It uses feedback from 10,000 U.S.
5 Top Customer Service Articles for the Week of September 4, 2017
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.
5 Useful Quotes from Experienced Customer Service Leaders
Fonolo
AUGUST 10, 2017
Understanding Industry Benchmarks. Call Center call-center-benchmark call-center-manager customer-experience-tips customer-service-quotes customer-service-representative
Report: State of the CX Profession, 2018
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.
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