NobelBiz

APRIL 18, 2023

The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, etc. Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

delighted

OCTOBER 11, 2019

The second method determines what a good NPS score is with respect to your industry. Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors. Promoters are those who answer 9 or 10 on an NPS survey. Passives are customers who answer 7 or 8 on an NPS survey.

Benchmark 46

Benchmark Surveys SaaS Feedback 46

NobelBiz

MARCH 5, 2024

At Nobel biz we know each contact center has specific needs, depending on its purpose, from sales and fundraising to customer support, appointments, debt collection, and so on. Strategy : Utilize industry reports and benchmarking studies to gauge your performance against peers.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Nicereply

JULY 10, 2023

Other eNPS Considerations How often should you survey your employees? eNPS is usually part of a larger employee engagement survey that allows a company to identify areas of improvement based on engagement levels. Thankfully, tracking employee engagement has evolved over the years with different tools and methods. How can we improve?

Employee engagement 40

Employee engagement Surveys Metrics Feedback 40

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 In less mature SaaS companies, the sales leader often extracts renewal and customer data from the CSM system and manually slices it using Excel. Per TSIA benchmark study, company size is the most commonly used segmentation strategy.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

AUGUST 25, 2020

Creating a consumer perception survey is the first step — here’s everything you need to know so you can find out what customers really think of your brand. What’s the point of your customer perception survey? Before you start creating your customer perception survey, you need to decide its purpose. Test your timing.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

Totango

JANUARY 10, 2024

“Rather than gleaning actionable insights from siloes or single sources, our focus in 2023 has been gathering insights directly from our clients from areas that all of us are familiar with: NPS, surveys through support, post-implementation, product insights, business reviews, and more.”

Sales 93

Sales industry standards Benchmark Healthcare 93

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. Despite this widespread adoption, there is not one industry-standard way to collect data. Another common approach is collecting customer input during a post-interaction survey.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. There are several industry standard KPIs that can help you measure and benchmark your contact center performance. But contact centers are not built to serve managers, they are built to serve customers.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Horizon CX

DECEMBER 27, 2019

The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.

B2B 52

B2B Surveys B2C Metrics 52

Tethr

OCTOBER 2, 2020

You don’t want to be leaving your customers’ needs and experiences behind while you rush off to meet sales quotas or try zigging instead of zagging your product or service in an unstable market climate. Customer effort score: industry benchmarks and best practices. What could have made it so?”. ” Matt Dixon, Tethr.

Customer effort 108

Customer effort Customer Care Coaching Surveys 108

Nicereply

SEPTEMBER 4, 2023

Find out what is a good Net Promoter Score & get out the most of your surveys! What is a Good NPS Score by Industry? Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? What is a Good NPS Score by Industry? What is a Good NPS Score?

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

JustCall

MARCH 9, 2023

Create Ideal Customer Personas Creating an ideal customer persona is one of the most important aspects of sealing a successful sale, especially where a contact center is involved. Knowing your target audience helps your sales representatives improvise the conversations to the business’s benefit.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40