Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Think proactively.

B2C 83

B2C B2B Benchmark Best practices 83

Taylor Reach Group

NOVEMBER 30, 2018

Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, technology articles etc. Mission Statements focus on “providing world class customer service”, but the contact center receives no budget to deliver this.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). See Apple’s Business Chat Has a Golden Moment to Dominate Customer Service. Who wrote it: Five9.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Totango

AUGUST 23, 2022

Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes. B2B Customer Journey Touchpoints and Your Team. Customer service. Customer success. B2B Customer Journey Touchpoint Functionality. White papers. Customer Success Communities. Video chat.

B2B 117

B2B Journey mapping SaaS Engineering 117

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Fonolo

MAY 31, 2018

In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. Businesses can never be too fast to reply, react, or resolve an issue.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

ClearAction

FEBRUARY 7, 2016

Driving Customer Experience Across the Enterprise. Bridging the Customer Experience Chasm : Championing the Effort, pages 5-6. Customer Experience Management on a Shoestring Budget page 5. Customer Service “Wow” Versus “Ow” Interaction Bridges for Keeping Customer Commitments.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Fonolo

MAY 24, 2018

After all, customer happiness and engagement are amongst the most significant drivers behind the image, culture, and success of an organization. In fact, 82% of consumers surveyed by Zendesk in their annual Benchmark Report said they stopped doing business with a company because of bad customer service from call centers.

Call Center 87

Call Center Benchmark Metrics Analytics 87

NICE inContact

NOVEMBER 9, 2018

But so is providing great customer service. Smart managers know that as call enter quality and service improves, efficiencies and cost reductions will naturally follow. There are several industry standard KPIs that can help you measure and benchmark your contact center performance.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Customer Service 47

Customer Service Customer Care Morale Marketing 47

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. This means for the average contact center, 52% of total calls handled by customer service representatives are for customers who are calling 2 or more times to resolve their call.”.

First call resolution 44

First call resolution Metrics Best practices Customer Service 44

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. You might also be interested in these posts: Empowering agility through AI-based Voice of the Customer programs. I admit it’s one of the tamer tracks. I think so.

Best practices 86

Best practices Multichannel Benchmark Surveys 86