Benchmark Examples Surveys White Paper 
CCNG
JANUARY 4, 2023
Simply scanning paper-based manuals into electronic formats, or using legacy knowledge management software does not provide the high-impact, just-in-time information that today’s customers want. In this white paper we focus on the information made available to contact center agents.
Fonolo
APRIL 24, 2018
For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.
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Totango
AUGUST 23, 2022
For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Administering customer satisfaction surveys. White papers. Customer satisfaction surveys. What Are B2B Customer Journey Touchpoints? Delivering customer support. Making upsell offers.
Comm100
JANUARY 21, 2020
For example, if a first-time customer is browsing a web page for 5 minutes or more, a live chat window could appear inviting that customer to “let us know if you have any questions!” Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper.
Comm100
JANUARY 21, 2020
For example, if a first-time customer is browsing a web page for 5 minutes or more, a live chat window could appear inviting that customer to “let us know if you have any questions!” Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper.
Fonolo
APRIL 24, 2018
For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.
8x8
DECEMBER 4, 2017
Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.
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