Education Services Group

JUNE 18, 2018

Chief among them is what qualities define an ideal CSM and what are Customer Success best practices. That’s why their end goal is a happy AND successful customer who has their benchmarks met and exceeded because of their CSM. We understand the nature of the CSM role and creating clear and practical best practices for it.

Customer retention 45

Customer retention Management outsourcing Best practices 45

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys.

Surveys 72

Surveys Marketing Benchmark Best practices 72

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2).

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. To get the most out of this metric, use it to inform budgeting and infrastructure-related decisions as opposed to using it for agent benchmarking purposes. Customer Effort Score.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

NICE inContact

NOVEMBER 9, 2018

There are several industry standard KPIs that can help you measure and benchmark your contact center performance. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

CCNG

OCTOBER 26, 2022

Benchmarks, research and industry best-practices all help shape strategic decisions. Understanding how information applies in your environment is often best achieved through candid conversation with peers. For a complete list of all 24 best practices you can use this link for a copy of the full white paper.

Best practices 195

Best practices CCNG Benchmark Personalization 195

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

First call resolution 43

First call resolution Metrics Best practices Customer Service 43

Eptica

JULY 21, 2019

It does not contain 50,000 words of black ink on off-white paper and doesn’t wax lyrical about another framework that will solve all of your CX ills. Delivering best practice in Voice of the Customer programs. So, I wrote a book about it and, not surprisingly, it’s called Punk CX. Share this page on: Tweet.

Best practices 86

Best practices Multichannel Benchmark Surveys 86