Fonolo

DECEMBER 6, 2017

The ACSI also reports that call center satisfaction is the lowest ranked customer experience benchmark across the telecommunications industry. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Are you surprised by this year’s results?

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Experience Transformation Benchmark Study. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Who wrote it: NICE-InContact.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Experience Transformation Benchmark Study. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. FCR is Undeniably the Most Important Metric. Who wrote it: NICE-InContact.

Contact Center 57

Contact Center Call Center Self service Surveys 57

NICE inContact

NOVEMBER 9, 2018

Older systems often don’t provide convenient access to KPI metrics. Consider using feedback tools that let your customers talk back. There are several industry standard KPIs that can help you measure and benchmark your contact center performance. Again, seamless integration with modern contact center software is key.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

ClearAction

FEBRUARY 7, 2016

70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Performance Metrics. Customer Centricity.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

delighted

AUGUST 23, 2019

Just start getting some feedback in the easiest, lightest way you can. The most basic components of a customer experience program are: Implementing a process for gathering customer feedback and experience data. Because we didn’t have a goal, we didn’t have a process in place for how to act on the feedback that we received.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. First contact resolution, otherwise known as FCR, is a metric that deals with whether a customer has had their issue solved the first time or not. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

First call resolution 45

First call resolution Metrics Best practices Customer Service 45