Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Published on: October 22, 2021.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

NICE inContact

SEPTEMBER 10, 2019

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. As you are developing your plan, keep in mind there is no one-size-fits-all solution to placing and perfecting self-service options.

Self service 60

Self service Contact Center Benchmark Customer Experience 60

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. They have a service territory spanning about 24,000 square miles—much of it rugged territory—and service about 1.5 and Canada. million calls through their IVR.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Comm100

MARCH 16, 2022

We will also discuss how government can improve customer service while meeting today’s strict security standards, exploring new approaches and tools with real-world examples and best practices. . Chapter 2: The state of customer service in government today. Chapter 3: 4 fundamental citizen customer service expectations.

Government 80

Government Best practices Customer Service Chatbots 80

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. What is Customer Journey Optimization? How to Optimize Your Customer Journeys. Escalation.

Journey mapping 93

Journey mapping Benchmark Best practices Accountability 93

Lumoa

APRIL 28, 2024

For security, ISO 27001 is the world’s best-known standard for information security management systems (ISMS). With cybercrime on the rise, an ISO 27001 certification gives the security that an organization meets international best practices. Medallia, Qualtrics, and Lumoa are all ISO 27001 certified.

Feedback 83

Feedback Consulting Consulting Enterprise 83

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. What is Customer Journey Optimization? How to Optimize Your Customer Journeys. Escalation.

Journey mapping 73

Journey mapping Benchmark Best practices Accountability 73

Totango

OCTOBER 20, 2021

Customer journey optimization is a strategy for improving customer experiences by mapping out steps in customers’ interactions with your brand and implementing best practices to deliver satisfying outcomes at key touchpoints. What is Customer Journey Optimization? How to Optimize Your Customer Journeys. Escalation.

Journey mapping 62

Journey mapping Benchmark Best practices Accountability 62

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. Hear about actual contact center transformations and best practices, too.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

NICE inContact

SEPTEMBER 26, 2019

Our latest CX global benchmark study showed a 63% increase in the number of customers interacting with companies through voice and digital channels, like chat and social media, which is driving up the volume of interactions. How are early adopters investing in AI in customer service today? Where can AI add the greatest benefits?

Interactive Voice Response 54

Interactive Voice Response Best practices Contact Center Contact center software 54

Global Response

MARCH 20, 2023

While this varies some by industry, 6 minutes is a standard benchmark to aim for in the beginning. Implement ongoing and regular training to practice best practices for call handling. Do they prefer self-service options or waiting for an agent?) A good average handle time is typically around 6 or 6.5

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

NICE inContact

JANUARY 16, 2018

While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed. Even with growth in self-service channels, agent-assisted interactions remain the most important driver of customer experience.

Customer Experience 96

Customer Experience Benchmark Self service Contact Center 96

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. Hear about actual contact center transformations and best practices, too.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

Eptica

JULY 22, 2020

Deflecting these towards channels such as self-service delivers multiple benefits – customers receive faster, accurate answers, while agents have more time to respond to more in-depth, personalised queries. Work out how much this is, and how much implementing or improving a web self-service system could help with productivity.

Customer Service 71

Customer Service Self service Multichannel Best practices 71

Comm100

FEBRUARY 6, 2023

One of the best ways to ensure you stay in business and keep your CX game sharp is to follow trends. You will know what competitors are doing, and you can use them as a benchmark to grow your business. More self-service choices for the savvy clients Your customers are different.

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

JustCall

MARCH 13, 2023

Offer self-service options: Self-service options such as knowledge bases, FAQs, and chatbots can help customers resolve their issues without needing agent assistance. A good first call resolution rate varies by industry, but a generally accepted benchmark is around 70-80%.

First call resolution 40

First call resolution Self service Metrics Benchmark 40

NICE inContact

OCTOBER 17, 2019

Customer service is no different. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia.

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. However, businesses rated their self-service channels as less effective than agent-assisted channels in these areas.

Benchmark 55

Benchmark Self service Contact Center Customer centricity 55

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. Wait times are key to any customer service team. Chats per agent per month.

Benchmark 68

Benchmark Best practices Banking Wait times 68

PeopleMetrics

JANUARY 24, 2022

We can help in three ways: Customer Experience Management – this is the core of what we do today with our software platform and supporting services. Finally, we will have an updated, self-service survey engine released this year! You will also see fresh content this year around high-impact customers and how to best serve them.

B2B 90

B2B Journey mapping B2C Benchmark 90

CSM Magazine

APRIL 25, 2023

Embrace Brand Guardianship Competition is now fiercer than ever so encourage agents to become true brand guardians, taking the lead in influencing brand perception and sharing CX best-practice across the whole organisation. For the biggest confidence-boosting benefits, combine agent-empowering tools with modern-day analytics.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

OctopusTech

MARCH 1, 2023

Today’s inbound call centers often provide customer service not only through telephone calls but also via email, chat, and more. Best Practices For Effective Inbound Calls Strategy 1. This may help them with benchmarking and goal setting. Call center agents benefit greatly from having access to reporting metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

NICE inContact

MARCH 27, 2018

As revealed by the CX Transformation Benchmark Study : Over two-thirds of all customer service interactions, or total volume, are with live customer service agents (e.g., Over two-thirds of customers prefer agent assistance over self-service. Today, AI in the self-service space (e.g., voice or chat).

Contact Center 54

Contact Center Benchmark Self service APIs 54

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

Enghouse Interactive

NOVEMBER 27, 2020

At the same time, a greater proportion of routine customer service queries are now handled through web and voice self-service – research suggests that 83% of consumers are happy to use web self-service systems in order to help themselves. The right technology and processes to support super-agents.

Self service 58

Self service Benchmark Scripts Best practices 58

Fonolo

SEPTEMBER 6, 2018

to real-time messaging, simulation, self-service and crypto-currency. These technological breakthroughs point toward a future with remarkable changes in the customer service landscape. Despite these advancements, the human element still rules as the best way to deliver efficient customer support.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Balto

NOVEMBER 8, 2022

This isn’t to be confused with the average time in queue, which doesn’t take into account the time it takes for the call to go through the call center’s self-service IVR (Interactive Voice Response) system. The metric can be useful in determining how accessible the service is to customers by measuring the average speed of the answer.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Totango

AUGUST 18, 2022

Describing where to access self-service and customer support tools. Establishing benchmarks representing progression and completion of onboarding. Determine best practices for addressing common onboarding challenges ahead of time so that your team can proactively take action to prevent churn. Completing profiles.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

NICE inContact

OCTOBER 15, 2018

With fierce competition and dozens of service channels available, customer service leaders have to continuously monitor and improve customer experience while also expanding their service channels and fine-tuning their contact center operations to meet consumer demand for speed, convenience and personalization.

Contact Center 49

Contact Center Benchmark Chatbots Self service 49

NICE inContact

MAY 8, 2019

The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. Get your copy of the business wave of the 2019 NICE inContact Customer Experience Transformation Benchmark now, and start thinking about how the findings might apply to you and your customers.

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

NICE inContact

OCTOBER 11, 2019

The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. True omnichannel experience allows customers to move seamlessly across an organization’s service channels.

Benchmark 48

Benchmark Self service Surveys Contact Center 48

Vonage

JUNE 7, 2018

After one of these leading companies comes into contact with a customer of yours—when Amazon enables a frictionless product return, or a genius at the Apple Store debugs an iPhone issue speedily and effortlessly—it’s inevitable that your customer is going to expect friendlier, speedier, more intuitive service from your company as well.

Self service 48

Self service Benchmark Best practices Technology 48

Solvvy

OCTOBER 25, 2022

Refer to Industry Benchmarks. Zendesk has a tool that allows you to enter your industry and see customer satisfaction benchmarks, such as: Corporate services, 95%. Financial services, 90%. You can also compare your NPS to others in your industry against NPS benchmarks. Retail and wholesale distribution, 88%.

Surveys 62

Surveys Benchmark Metrics Brand ambassadors 62

Noble Systems

DECEMBER 7, 2020

Tech Talk: Beyond Self-Service – IVR and Automated Callbacks. Watch our video to learn best practices to ensure your IVR presents the right choices to customers, walk through the benefits of IVR Automated Callbacks, and see how to set benchmarks to evaluate your IVR’s performance.

Interactive Voice Response 68

Interactive Voice Response Contact Center Technology Abandon rate 68

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60