Nicereply

MAY 25, 2021

How do we compare to our competitors? How are other companies in our industry performing when it comes to customer satisfaction? Why is benchmarking important? This is where benchmarking is helpful. Without it, how can you possibly know if your company is outperforming your competitors? CSAT Benchmarks.

Benchmark 111

Benchmark Surveys Entertainment Customer effort 111

Tethr

AUGUST 17, 2021

As proponents of a low-effort approach to CX , we’ve implemented our own benchmarking metrics for customer effort. And those metrics are exactly what CX leaders need to be tracking in order to start benchmarking customer experience. Tethr’s benchmarking feature shows you where you stand. #2 How’s that for accountability? #3

Benchmark 80

Benchmark Metrics Customer Experience Customer effort 80

CCNG

JANUARY 25, 2023

That being said, the term Quiet Quitting may have crept into use to help mask the fact that, as a contact centre industry, we’ve not yet cracked how to engage our teams, particularly how to adapt our styles from a ‘bricks and mortar’ leadership approach to leading in a remote and hybrid world. What’s the Problem With Quiet Quitting?

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

Satrix Solutions

JUNE 15, 2020

Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. On one hand, executives value information about their organization’s performance and how they compare to other companies in their industry. Collectively, we have learned a lot through NPS benchmarking studies.

Benchmark 78

Benchmark B2C Surveys B2B 78

Beyond Philosophy

AUGUST 31, 2023

” This benchmark gives people a sense of expectation instead of an endless snaking line that could end in 15 minutes or two tedious, hot, and sweaty hours. Why not talk with Colin and his team about how we can help you gain growth? The post How to Make the Time Your Customers Wait Seem Fair appeared first on Beyond Philosophy.

Wait times 222

Wait times Airlines Call Center Benchmark 222

Beyond Philosophy

NOVEMBER 9, 2018

Colin will reveal how you can benchmark your organization performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience. The post Digitial Transformation – The Opportunities And Problems And How To Overcome Them appeared first on.

Benchmark 276

Benchmark Technology Personalization Customer Experience 276

Outsource Consultants

APRIL 18, 2024

Remember, there’s no one-size-fits-all approach; your unique business objectives will dictate what is most important for you – and benchmarking metrics and technology solutions can add clarity to that larger question. Have Questions About CX Strategy?

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. These employees have no idea how to act when things go astray and have even less motivation to improve. Provide ongoing training that also focuses on how each task fits the company mission. He has failed in his mission. scarecrowcustomerservice.

Customer Service 204

Customer Service Benchmark Best practices Customer Care 204

Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. It is not copying the best.”

Gamification 236

Gamification Benchmark Automotive Wireless 236

Lumoa

DECEMBER 8, 2022

Recently, we organized a webinar about how to integrate public reviews using Lumoa where “that cool guy Garen” showed: How to bring public reviews in Lumoa within minutes. How to identify key pain points that you can immediately tackle to increase the score.

Customer Experience 94

Customer Experience APIs Benchmark Marketing 94

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). What We Think: Since we are seeing this trend in the right direction, we will focus our advice on how to optimize workforce management teams.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

ChurnZero

JUNE 2, 2021

How does your company stack up to its peers in this regard? SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. They just need to be aware of it and that’s why this kind of thing is helpful with the benchmarking data that you can compare.

Benchmark 98

Benchmark SaaS B2B B2C 98

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. It can capture customer data including average spend, visit frequency, lifetime value, itemized purchases, and competitive benchmarks. What is most important for any business today?

Benchmark 299

Benchmark Feedback Customer retention Consulting 299

Vonage

OCTOBER 6, 2015

To keep your business out in front, you must benchmark yourself against the best in every industry… and throughout the world and improve customer experience accordingly. How treating your partners like your best customers builds lasting, mutually beneficial relationships. Read more articles from Ron Kaufman. Copyright, Ron Kaufman.

Benchmark 97

Benchmark Customer Experience Airlines Education 97

Global Response

NOVEMBER 21, 2023

But while the standard NPS survey is simple, interpreting your NPS score and figuring out how to use it for company growth and improvement is anything but. In this article, we’ll break down the NPS system, showing you how to effectively build, implement and respond to NPS surveys to assess and improve business growth and results.

Benchmark 62

Benchmark Surveys Healthcare outsourcing 62

Beyond Philosophy

FEBRUARY 5, 2019

Listen to the podcast in its entirety to learn more about my ten-step plan and how it can help you do what you would do if you weren’t afraid. We recommend you spend 5 minutes now and take a short CX Healthcheck self assessment to see how your organization is performing. Check out this episode!

Consulting 276

Consulting Consulting Benchmark Marketing 276

AskNicely

NOVEMBER 28, 2018

NPS Benchmarks are increasingly of interest. What advanced NPS users know is how to automate and act on their information daily, empower their staff, and use customer insights to retain more customers and grow their revenue. Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study.

Benchmark 60

Benchmark Best practices Marketing Feedback 60

Spearline

JANUARY 18, 2022

Benchmarking and ranking of vendors Spearline’s testing from over 70 countries globally provides millions of data points that indicate the state of the global telecoms networks at any given time. If you are new to Spearline and would like to find out more about how you can benefit from the platform, we would love to speak with you.

Management 98

Management Benchmark Telecommunications Analytics 98

TechSee

MAY 18, 2022

How to Calculate Contact Center Occupancy Rate. Occupancy Benchmark Per Customer Service Channel. These expectations directly relate to the varying benchmarks per customer service channel. Service Channel Occupancy Rate Benchmark. Scheduled breaks are vital to the call center’s environment and staff mental health.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Why internal benchmarking? Start with the best. It's really that simple.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. It is not copying the best.”

Gamification 150

Gamification Benchmark Automotive Wireless 150

Inbenta

MARCH 11, 2021

Kompyte has recently conducted an assessment of conversational AI in eCommerce, generating a benchmark measuring the efficiency of a given conversational AI. Time to value result : How much training of the model is required? Want to know more about how to boost your resolution rate and push your customer service to the next level?

Benchmark 52

Benchmark Chatbots Customer retention Marketing 52

CustomerSuccessBox

FEBRUARY 17, 2022

Because net dollar retention refers to the percentage of your business that you’ve been able to keep and grow over time, a rate of at least 100% would be a suitable benchmark. Learn how to Maximise Net Revenue Retention! You can create different cohorts to see how different portions of the population react to your business.

Benchmark 52

Benchmark SaaS Customer retention Upselling 52

Calltools

AUGUST 19, 2020

This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation. Wait time should be one of your most important call center KPI benchmarks. To prevent this situation, train your employees on how to resolve most issues with one call.

Benchmark 52

Benchmark Call Center Abandon rate Interactive Voice Response 52

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Below is the definition we use and benchmarks across industries to help you level set your contact center performance. The post How to Benchmark Speed to Answer in Your Industry appeared first on Talkdesk.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Below is the definition we use and benchmarks across industries to help you level set your contact center performance. The post How to Benchmark Speed to Answer in Your Industry appeared first on Talkdesk.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

NICE inContact

OCTOBER 8, 2019

Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks. Using our analogy, benchmarks are used to determine whether your call center is on course.

Benchmark 54

Benchmark Call Center First call resolution industry standards 54

TeleDirect

FEBRUARY 10, 2021

To this end, it helps to structure your client call protocols with core quality benchmarks and easily accessible mission statements. The post How to Improve Call Center Engagement appeared first on TeleDirect. Establish your values , and results will come! Staffing challenges shouldn’t keep your contact center grounded.

Call Center 117

Call Center Business Process Outsourcing outsourcing Benchmark 117

Beyond Philosophy

AUGUST 5, 2021

All businesses must decide how to price their product. How to Kick the Tires That Don’t Exist. Any time we’re dealing with pricing, it’s essential to know your costs because that gives you an internal benchmark. The post How to Increase Your Margin. It was challenging to take the lowest bid seriously.

B2B 195

B2B Consulting Consulting Benchmark 195

Lumoa

FEBRUARY 14, 2024

So, how can your business win over this growing contingent of experience-focussed customers? Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. The post How to Upgrade to an Advanced Customer Experience Strategy appeared first on Lumoa.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. Here’s how to get customer feedback effectively using six simple strategies which combine manual methods with the power of automation. After specific product adoption benchmarks have been achieved. First, there is the challenge of getting customers to share feedback.

Feedback 101

Feedback Benchmark Surveys Analytics 101

ShepHyken

AUGUST 9, 2021

Forbes) To demonstrate how to turn unsatisfactory experiences into satisfactory ones, eight members of Young Entrepreneur Council shared their top-recommended ways to improve customer service. How do you handle a bad customer service experience ? Customer Service Benchmark Report – 2021 by Hiver.

Customer Service 357

Customer Service Benchmark Customer Experience Surveys 357

CSM Magazine

JANUARY 2, 2024

Benchmarking and Competitive Analysis Comparing the casino’s performance with industry benchmarks and competitors is essential for staying ahead. Data analytics can facilitate benchmarking by providing insights into key performance indicators.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. You can schedule NPS survey requests to be automatically emailed to customers who reach designated benchmarks in their customer journey , such as completing onboarding or using your product for a specific length of time.

Best practices 95

Best practices Benchmark Education Surveys 95

Beyond Philosophy

FEBRUARY 5, 2019

Listen to the podcast in its entirety to learn more about my ten-step plan and how it can help you do what you would do if you weren’t afraid. We recommend you spend 5 minutes now and take a short CX Healthcheck self assessment to see how your organization is performing.

Consulting 150

Consulting Consulting Benchmark Marketing 150