INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
Call Center Contact Center Customer Service Leadership Videos benchmarks Brad Cleveland leadership MORE
Call Center Contact Center Customer Service Research/Statistics Videos benchmarks Brad Cleveland Customer service statistics first call resolution MORE
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. MORE
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. MORE
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 MORE
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®. MORE
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. MORE
Call Center Contact Center Customer Service Leadership Research/Statistics Videos Brad Cleveland MORE
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. MORE
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. MORE
The post Hear Tony Medrano’s Benchmark CallTalk Podcast Recording appeared first on RapportBoost.AI. We had a great time speaking with host B ruce Belfiore right before the holidays about how to turn your contact center into a profit center. Hear the episode by clicking on the link below. BenchmarkPortal’s CallTalk. Featuring Tony Medrano, CEO of RapportBoost Aired 12/21/18. With host Bruce Belfiore bruce@benchmarkportal.com. Welcome back to CallTalk everyone… . MORE
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. MORE
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®. MORE
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. MORE
Call Center Contact Center Customer Service Customer Surveys Leadership Research/Statistics Videos benchmarks Brad Cleveland MORE
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. MORE
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. MORE
Call Center Contact Center Customer Service Leadership Research/Statistics Videos adherence to schedule benchmarks Brad Cleveland leadership MORE
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 […]. MORE
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. MORE
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. MORE
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 MORE
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. MORE
Quality Monitoring benchmarking call center coaching contact center QM QM performance cycle quality monitoring training MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
To keep your business out in front, you must benchmark yourself against the best in every industry… and throughout the world and improve customer experience accordingly. The post Federal Express sets a benchmark on how to improve customer experience appeared first on Blog | NewVoiceMedia. MORE
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. MORE
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. MORE
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. MORE
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’? MORE
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. MORE
Benchmark Related Topics 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.
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
ShepHyken
FEBRUARY 16, 2018
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.
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®.
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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.
Brad Cleveland
AUGUST 22, 2018
Call Center Contact Center Customer Service Leadership Videos benchmarks Brad Cleveland leadership
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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.
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.
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’?
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.
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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.
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Brad Cleveland
MAY 4, 2017
Call Center Contact Center Customer Service Leadership Research/Statistics Videos adherence to schedule benchmarks Brad Cleveland leadership
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.
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.
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®.
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.
RapportBoost
DECEMBER 26, 2018
The post Hear Tony Medrano’s Benchmark CallTalk Podcast Recording appeared first on RapportBoost.AI. We had a great time speaking with host B ruce Belfiore right before the holidays about how to turn your contact center into a profit center. Hear the episode by clicking on the link below. BenchmarkPortal’s CallTalk. Featuring Tony Medrano, CEO of RapportBoost Aired 12/21/18. With host Bruce Belfiore bruce@benchmarkportal.com. Welcome back to CallTalk everyone… .
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.
Brad Cleveland
MAY 3, 2016
Call Center Contact Center Customer Service Leadership Research/Statistics Videos Brad Cleveland
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.
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.
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.
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 […].
Brad Cleveland
APRIL 7, 2015
Call Center Contact Center Customer Service Research/Statistics Videos benchmarks Brad Cleveland Customer service statistics first call resolution
NewVoiceMedia
OCTOBER 6, 2015
To keep your business out in front, you must benchmark yourself against the best in every industry… and throughout the world and improve customer experience accordingly. The post Federal Express sets a benchmark on how to improve customer experience appeared first on Blog | NewVoiceMedia.
Brad Cleveland
MARCH 22, 2018
Call Center Contact Center Customer Service Customer Surveys Leadership Research/Statistics Videos benchmarks Brad Cleveland
Contact Center Pipeline
JULY 7, 2017
Quality Monitoring benchmarking call center coaching contact center QM QM performance cycle quality monitoring training
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.
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
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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