Inbenta

MAY 7, 2021

By comparing your average to benchmark times in your industry, you know where you’re starting from. Complex issues can be documented and shared for future reference. It’s worth working out your average and seeing how you compare. Don’t forget to look for outliers too – are there any queries that are resolved especially slowly?

Customer Service 116

Customer Service Interactive Voice Response voip Multichannel 116

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Executive Sponsor: . Primary Contact(s): .

Management 98

Management Chief Customer Officer Upselling SaaS 98

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Real Blue Sky

MARCH 6, 2023

You may start by identifying the varying customer contact types or skills your organization supports, like sales & pre-sales; customer service, technical support, and retention. Notice the differing tiers of service your customer operation supports and the related complexities.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Real Blue Sky

MARCH 6, 2023

You may start by identifying the varying customer contact types or skills your organization supports, like sales & pre-sales; customer service, technical support, and retention. Notice the differing tiers of service your customer operation supports and the related complexities.

outsourcing 52

outsourcing Contact Center Real estate Business Process Outsourcing 52

Callminer

AUGUST 1, 2017

Training documentation needs to be updated regularly, and on-going training is important for improving efficiency. Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark. Scott Nazareth.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Netomi

JANUARY 5, 2022

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. Customer Service Leaders: Nate Brown.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98