Interpreting Benchmarks

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos benchmarks Brad Cleveland leadership

Interpreting Benchmarks

Brad Cleveland

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

Report: Net Promoter Score Benchmark Study, 2018

Customer Experience Matters

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®.

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Customer Experience Matters

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

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.

Interpreting Benchmarks

Brad Cleveland

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

Guest Blog: Understanding the Impact of Competitive Benchmarking Programs

ShepHyken

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. One organizational aspect that is a great opportunity for competitive benchmarking is the digital Customer Experience.

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

Report: Fan Experience Benchmark: U.S. Professional Sports

Customer Experience Matters

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

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.

Interpreting Benchmarks

Brad Cleveland

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

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.

Customer Experience Benchmarking: beware how you use it!

ijgolding

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: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

Customer Experience Matters

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®.

Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide

ShepHyken

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.

2018 Contact Centre WFM Benchmarking Study - powered by injixo

Injixo

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.

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.

How To Make A Progressive Report About Call Center Benchmarking?

Dialer 360

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

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

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

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

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

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

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.

Are You Keeping Up with Your Customers?

ShepHyken

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

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

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.

Report: Employee Engagement Competency & Maturity, 2018

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, 2018.

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.

Four Keys to Marketing Operations Success

ClearAction

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: The Customer Journeys That Matter The Most

Customer Experience Matters

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.

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

2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top

Customer Experience Matters

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.

Report: State of the CX Profession, 2018

Customer Experience Matters

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.

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!

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

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

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.

Four Keys to Marketing Operations Success

ClearAction

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.

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 […].

Report: Tech Vendors: Product and Relationship Satisfaction, 2018

Customer Experience Matters

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.

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

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