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AI Benchmarks in Customer Service: Prepping For the Enhanced Contact Center

LiveVox

AI benchmarks stand as the North Star for contact center operators, leading the way towards excellence and best practices that will set the next standard. The post AI Benchmarks in Customer Service: Prepping For the Enhanced Contact Center appeared first on LiveVox.

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5 Top Customer Service Articles of the Week 8-9-2021

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

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Comm100 Releases Annual Live Chat Performance Benchmarks for 2024

Comm100

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. Customer satisfaction levels stay strong Despite the increased volume of chats, the satisfaction rates have remained robust. Download all the data for free in the link above.

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Email Response Times: Benchmarks and Tips for Support

Help Scout

Comprehensive guide with all of the details you need to measure, benchmark, and reduce email response times for your customer service team. Read the full article

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NEW! 2023 State of CX Research Report Just Released!

Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!

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5 Popular Metrics to Benchmark Your Call Center Customer Service

SQM Group

If the primary goal is to improve customer service aIf the primary goal is to improve customer service and reduce operating costs then it is no question that measuring and benchmarking is essential to your improvement.

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CX that Fits Like a Glove? Top 6 Takeaways from Netomi’s eCommerce Customer Service Benchmark Report

Netomi

How are eCommerce brands performing from a customer service standpoint? Here, we share our top findings from Retail is Attention to CX Detail: eCommerce Customer Service Benchmark Report. Top 6 Takeaways from Netomi’s eCommerce Customer Service Benchmark Report appeared first on Netomi.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s 7th annual State of Customer Experience 2023 report resulted from surveys of 1000 customers and 250 business leaders and features insights that businesses across all industries can use to benchmark their Customer Service and improve the Customer Experience.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement.

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Building Your CX of the Future - Take the First Steps Today

Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact

Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Your customers, and your c-suite, are pressuring you to innovate and improve. We will discuss: New consumer research: How are your customers' expectations changing?

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.