COPC

OCTOBER 31, 2022

It is an exciting time in our industry! Multichannel CX Program Management. Get proven methods with tools to evaluate, manage and improve outsourced, multichannel CX programs. 2022, Global Benchmarking Series, Contact Center Outsourcing, [link]. So, the question is, why is satisfaction with outsourcer performance so low?

Management 79

Management outsourcing Government Multichannel 79

Playvox

JULY 14, 2023

Average handle time and response time vary by channel, so it’s critical to benchmark and track by channel. To minimize the percentage of unproductive time periods, you need a workforce management (WFM) solution that will accurately forecast multichannel agents across all channels in your business. What is the occupancy rate?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Eptica

SEPTEMBER 21, 2016

Author: Chris Eideh Over the past few years we’ve seen whole industries transformed thanks to digital technology. So existing insurers need to benchmark themselves against these new competitors if they want to thrive. Insurance, Mobile, Multichannel Customer Service, Self-service. Published on: September 21, 2016.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

COPC

MAY 31, 2022

has launched its Global Benchmarking Series (GBS). In 1996, the need for structured processes and measurements in the customer contact industry prompted leaders from across sectors to assemble. Structure and process coordination for multichannel CX programs. The committee comprises some of the world’s largest brands.

Best practices 102

Best practices Customer Experience outsourcing Consulting 102

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. In less than two years digital interactions are likely to overtake voice calls , according to Dimension Data’s global benchmarking report. Share this page on: Tweet.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Eptica

APRIL 18, 2018

All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. Overall, the study found that the performance of the travel industry across major channels declined , successfully answering just 36% of questions across the web, email and social media.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

NOVEMBER 16, 2016

Comparing the cable industry, leaders grew internet subscribers by 23.9% Focus on customer experience, set the benchmark for others and differentiate yourself through the service you offer. As Forrester’s research shows, you’ll feel the positive impact on your revenues, whatever industry you operate in.

Sales 54

Sales Customer Experience Multichannel Airlines 54

COPC

JANUARY 6, 2017

have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from multichannel to omnichannel support for their customers. Execs In The Know and COPC Inc.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

Eptica

JULY 22, 2020

We live in a multichannel world and consumers want the ability to make contact on an expanding range of channels. This is particularly important in regulated industries where companies need to meet strict compliance procedures and ensure they are delivering approved and certified responses.

Customer Service 71

Customer Service Self service Multichannel Best practices 71

Eptica

OCTOBER 30, 2015

Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. Therefore every brand, irrespective of sector, needs to benchmark themselves against the best and continuously innovate to win and retain customers.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Eptica

MARCH 14, 2018

In the latest Eptica Multichannel Customer Experience study , we evaluated the real-world online experience of 100 leading companies – including ten banks – by asking typical customer questions over the web, email, Twitter, Facebook and chat. To download the full Eptica Multichannel Customer Experience Study, click here.

Banking 49

Banking Customer Experience Multichannel Government 49

COPC

MAY 31, 2022

has launched its Global Benchmarking Series (GBS). In 1996, the need for structured processes and measurements in the customer contact industry prompted leaders from across sectors to assemble. The committee comprises some of the world’s largest brands. Together they are responsible for managing, developing and expanding the?COPC

Best practices 52

Best practices outsourcing Consulting Consulting 52

Eptica

JANUARY 22, 2016

In fact, 70% of the industries analyzed by the Index experienced dips in average scores for customer service. Three of the five industries that showed improvements were internet-based – ecommerce, social media and online travel – indicating that consumers are embracing the online channel for its convenience, efficiency and price.

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

aircall

FEBRUARY 2, 2018

You have to ask questions to know if you’re hitting benchmarks or coming up short. But in a multichannel communications scheme, collecting this information seems to require a search party and a couple basset hounds. Typeform makes collecting user feedback intuitive and attractive.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

COPC

JUNE 20, 2019

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions.

Chatbots 40

Chatbots Multichannel Self service Benchmark 40

Eptica

NOVEMBER 16, 2017

It remains popular and challenging to attendees because as an industry we have spend very little strategic time figuring out what happens when we move past the default voice channel. By the way, the next ‘must have’ is going to be messaging given the industry evangelism now being devoted to it.

Benchmark 55

Benchmark Multichannel Best practices Government 55

COPC

APRIL 6, 2018

In Customer Experience Management Benchmark (CXMB) Series research conducted by COPC Inc. Industry-specific (or even brand-specific) metrics are also important and should be implemented where appropriate. Some in the industry even suggest these types of interactions will outnumber voice interactions in the very near future.

Metrics 40

Metrics Schedule adherence Multichannel Benchmark 40

Eptica

FEBRUARY 26, 2016

Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. There is a fascinating article in Forbes magazine in which customer experience consultant, Micah Solomon, and retail industry analyst, James Tenser, discuss this issue, highlighted four important trends: 1.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Back-end conversion rates are best utilized when partners share lead detail conversion data with call centers.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Eptica

AUGUST 3, 2018

Crossed wires for multichannel service Digging deeper, one highlight was that telcos have improved hugely when it comes to providing answers via their websites. Commit to continually i mprove by benchmarking against acknowledged CX leaders, whatever their industry.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

Global Response

APRIL 17, 2023

If you want to keep up with customer expectations and modern benchmarks, you’ll likely need sophisticated and modern infrastructure to do so. Multichannel customer support simply refers to being available to customers on multiple channels, say, phone, email and Facebook messenger.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Inbenta

MAY 7, 2021

By comparing your average to benchmark times in your industry, you know where you’re starting from. Omnichannel and multichannel strategies offer plenty of opportunity for learning about customers. It’s worth working out your average and seeing how you compare. If so, why?

Customer Service 116

Customer Service Interactive Voice Response voip Multichannel 116

COPC

OCTOBER 25, 2017

Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. In general, the first two — benchmarking and consumer research — are great ways to establish a basic direction and set of operating assumptions. Benchmarking. Luckily, there are several methods for getting to the answer.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

COPC

APRIL 14, 2016

Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. This one-day session showcases a team of industry experts examining the findings of the Customer Experience Management Benchmark (CXMB) report. is a sponsor of IARE.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

NobelBiz

MAY 2, 2023

Industry experts Ali Janjua, the president and co-founder of Work LLC, and Mike McGuire, with 24 years of experience in contact center operations, share their knowledge and tips for the lead generation community. The industry has matured, and people know what they’re getting themselves into, and they demand a higher standard.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

COPC

JUNE 11, 2019

This seminar took place on May 17 and was a great success with participants from industries spanning technology, internet, finance, automobile, outsourcing and more. There is no denying that AI is changing the industry. We hope you can join us for the next discussion on the latest trends in the CX industry. The post COPC Inc.

Finance 40

Finance Benchmark outsourcing Chatbots 40

COPC

APRIL 13, 2022

conducts industry-leading research that informs planning and development strategies. We offer data-driven resources around timely issues affecting contact centers and customer experience that are available as part of our Global Benchmarking Series 2022 (GBS).

Self service 52

Self service Benchmark Contact Center Technology 52

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. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

COPC

FEBRUARY 8, 2018

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston , hosted by Execs In The Know. In addition to the report’s release, COPC Inc. For this, both COPC Inc.

Benchmark 40

Benchmark Customer Experience Management Multichannel 40

NobelBiz

FEBRUARY 7, 2022

Update your clients on your multichannel Customers being informed about a new alternative service could help the contact center’s channel-shift strategy. Acknowledgement is key for empathy Nobody calls in until they have an issue in some particular industries. Many modern customers, after all, choose digital-first service.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

JustCall

APRIL 18, 2023

JustCall IQ is a key proposition of JustCall, enabling call centers with AI capabilities that fuel their sales metrics and set newer benchmarks. The paid versions are loaded with more advanced features like after-hour call routing, multichannel routing, and service-grade monitoring. Recommended Read: What is Conversation Intelligence?

call center software 52

call center software Call Center call center solutions Enterprise 52

JustCall

FEBRUARY 13, 2023

Provides additional features like calendar management and benchmarking. Talkdesk Is Best-suited for: Enterprises of all sizes and industries looking to implement contact center capabilities can use Talkdesk. 5 Capterra– 4.1/5 5 TrustRadius– 7.7/10 10 Trustpilot– 3.3/5 5 Nextiva Pricing Plans Essential – $17.95

Interactive Voice Response 52

Interactive Voice Response voip Enterprise APIs 52

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. Read Shep’s latest Forbes article: Industry Insider Discounts Can Lead To Great Word-Of-Mouth Endorsements And Recommendations

Advertising 120

Advertising SaaS Wait times Multichannel 120

Talkdesk

MAY 21, 2019

Dimension Data, Global Contact Centre Benchmarking Report. To understand Omnichannel in the context of the contact center you have to start with an understanding of its predecessor, Multichannel. The term Multichannel defines the various channels that are made available to connect with an organization.

Multichannel 56

Multichannel Benchmark Contact Center Customer Experience 56

Comm100

NOVEMBER 13, 2022

Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support can appear similar to omnichannel, but in practice the difference is night and day. Find out more. Omnichannel customer engagement.

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85

COPC

MARCH 28, 2017

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. Only 26% of companies think they are providing a consistent experience when customers engage their companies through a multichannel approach.

Surveys 40

Surveys Multichannel Customer Experience Benchmark 40

ijgolding

AUGUST 30, 2018

Every industry is going through a period of transformation, or disruption. The retail industry is the ‘poster boy/girl’ Industry disruption, from a customer perspective, is a very good thing. If you work in the retail industry, I urge you to access the results! The benchmarks show a recent drop in NPS.

Customer Experience 66

Customer Experience Multichannel Benchmark Banking 66