Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

Comm100

FEBRUARY 5, 2018

Complaints resolution center info. According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems. Free Download] Live Chat Benchmark Report 2018. Training programs. Employee contracts, or. Customer Facing Knowledge Bases.

Complaint resolution 41

Complaint resolution Benchmark Self service Contact Center 41

Up Your Service

JANUARY 28, 2020

Follow up each complaint resolution within 24 hours. Ask each client to complete feedback survey before they leave. Open a new queue if more than 3 customers are waiting. Check each passenger has their seat belt fastened. Resolve a client problem within 4 hours.

Complaint resolution 52

Complaint resolution Best practices Journey mapping Scripts 52