ProProfs Blog

NOVEMBER 20, 2020

They act as role models to other employees by setting a standard benchmark. The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. Are they happy with the management’s decisions?

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Interaction Metrics

DECEMBER 13, 2023

Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program.

Surveys 62

Surveys Benchmark Feedback Best practices 62

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 ). How do I manage all this change? Insight #3 – Optimizing your Workforce Management Investments. The survey will remain open until April 15, 2018.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Wait times Contact Center 105

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. Speakers: Rob Belcher , Managing Director, SaaS Capital. Q&A Recap. But it’s harder going.

Benchmark 98

Benchmark SaaS B2B B2C 98

ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. It’s the largest survey of private SaaS companies in the world with over 1,500 responses. Be sure to bookmark it for easy reference.

Benchmark 52

Benchmark SaaS Metrics B2B 52

CSM Magazine

NOVEMBER 29, 2022

According to Jonathon Huggett, Business Development Manager at Salesupply UK, the most important thing is that stores deliver top service via the channels that they do offer. 43% of the ecommerce shops visited during this survey, offer chat as a contact channel on their website. Based on this survey, what should they focus on?

Benchmark 52

Benchmark Wait times Chatbots Customer Care 52

COPC

MARCH 31, 2021

In the annual Customer Experience Management Benchmark Series (CXMB) 2020 Corporate Edition report, produced by COPC Inc. With next to no warning, 50% of the organizations surveyed had to implement initiatives that hadn’t been in their business plans. SST growth took off. Are you ready to learn more impactful insights?

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

JustCall

OCTOBER 22, 2023

In this guide, we will look at the challenges you might face in driving a customer satisfaction survey and how to extract actionable insights from a 360-degree customer survey analysis. Over time, your team may have collated tons of customer feedback from surveys, social media, emails, and more.

Surveys 52

Surveys Best practices Feedback First call resolution 52

JustCall

OCTOBER 25, 2023

But while these agent performance measurement tools are effective, why not ask the customer to provide feedback? This is where post-call surveys come into play. From traditional phone calls to online customer resolutions, brands have to manage multiple communication channels and meet customer expectations for each inquiry.

Surveys 52

Surveys Best practices Feedback Metrics 52

CCNG

NOVEMBER 29, 2023

If a contact center is well managed and properly leveraging the right technologies for reducing contact volumes and automating repetitive tasks related to being an agent, AHT may seem high. For this reason, it’s a good idea to use surveys with smaller, three-to-five-point scales to minimize outliers and improve data consistency.

Metrics 195

Metrics Contact Center Average Handle Time Surveys 195

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Feedback 83

Feedback Consulting Consulting Enterprise 83

ShepHyken

AUGUST 9, 2021

That said, there are some insights into the importance of managing CX. Customer Service Benchmark Report – 2021 by Hiver. My Comment: Here is an excellent benchmark report from Hiver.

Customer Service 362

Customer Service Benchmark Customer Experience Surveys 362

Fonolo

AUGUST 25, 2020

Understanding and managing customer perception should be a priority for businesses today. 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?

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

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. Go to each location.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

COPC

OCTOBER 31, 2022

Transform Vendor Management into Partnership Success. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. Although these relationships are critical, only 46% of executives surveyed are satisfied or very satisfied with their outsourcers’ performance (1).

Management 79

Management outsourcing Government Multichannel 79

Calltools

AUGUST 19, 2020

Monitoring key performance indicators (KPI) helps your managers pinpoint the areas that need improvement. 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.

Benchmark 52

Benchmark Call Center Abandon rate Interactive Voice Response 52

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

Callminer

MAY 26, 2020

It can be close to impossible to manage these critical success factors without help from specialized software. Strategic scheduling around the Peak Hour Traffic metric makes cost management easier across the board as agents can be kept on call specifically when they are needed instead of all day. First Response Time.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

COPC

APRIL 3, 2018

Key Insights from the 2017 Corporate Survey include: Only 50% of respondents answered “Yes” when asked, “Is your company’s leadership fully committed to a customer-first strategy?”. The post Now Available: The 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series appeared first on COPC Inc.

Benchmark 40

Benchmark Customer Experience Management Chatbots 40

Balto

NOVEMBER 28, 2023

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.

Quality management 52

Quality management Call Center Management Contact Center 52

ChurnZero

JANUARY 8, 2024

This is why on our annual survey of customer success leaders , we ask about “non-headcount budgets.” In other words, this is the budget available for the tools and training customer success managers (CSM) need to continuously improve. This means many are below the industry benchmark of 0.05% of revenue.

Benchmark 52

Benchmark SaaS Surveys Management 52

Balto

JUNE 13, 2022

On the flip side, we also need to keep an eye on escalations and manager requests. When customers ask to speak to a manager, they’re usually not happy. So, as we continue our KPI series over the coming weeks, in this article we’re going to focus on manager requests and how to reduce them. Better Training.

Management 52

Management Contact center software Coaching Contact Center 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

ShepHyken

JUNE 21, 2022

They don’t benchmark you against a direct competitor. Customer surveys are helpful, but asking your team members where these glitches are in the process is the first thing you should do. She shares how organizations can identify, measure, and address issues to improve customer experience. New York Times ?bestselling

Benchmark 162

Benchmark Customer retention Surveys Customer Service 162

USAN

MARCH 1, 2022

Performing a CX assessment goes beyond the traditional customer survey and delivers updated benchmarks and actionable metrics to execute your CX strategy now and in the future. Successful CX Requires Change Management. The post Change Management and the CX Assessment appeared first on USAN.

Management 52

Management Benchmark Customer centricity Contact Center 52

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. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Maru Group

JANUARY 31, 2023

These insights require an effective, agile survey process and platform to be successful. Maru is a world-leading expert research company that has processed over a third of a billion surveys and handles millions of surveys yearly. Here are five signs that it’s time to upgrade your employee research. Good result? Not really.

Benchmark 70

Benchmark Surveys Employee engagement Feedback 70

Global Response

DECEMBER 2, 2022

Key performance indicators (KPIs) are displayed on a dashboard that allows customer service managers to assess performance and to determine needed changes, such as increasing or decreasing staffing. Service level (SLA) sets benchmarks for future performance. A dashboard gives account managers a snapshot of performance.

call center workforce 62

call center workforce Metrics Call Center Management 62

Toister Performance Solutions

MARCH 11, 2021

A report from Benchmark Portal found that agent satisfaction has remained fairly high. About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. The survey was conducted in 2020. percent from the 2015 survey.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

Beyond Philosophy

FEBRUARY 6, 2019

an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It requires more than surveys or changing how you answer the phone. Recommendation #4: Get feedback from sources other than surveys.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

CSR Inc.

SEPTEMBER 3, 2017

By using Customer Satisfaction Surveys. That social media half-picture – the dissatisfaction – is an important part of managing customer experience & satisfaction. Satisfied Customers Are the Source of Repeat Business & Customer Retention Measuring and monitoring customer satisfaction is an important management practice.

Customer Care 63

Customer Care Surveys Interactive Voice Response Customer retention 63

Beyond Philosophy

MARCH 7, 2019

The classic phrase, “If you can’t measure it, you can’t manage it” applies. Tool #1: Surveys. Surveys are an oldie-but-a-goodie. Marketing Research circles rely on survey methodology by asking people to rate on a scale or asking people to select an option. Moreover, there is a lot of history with surveys.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. The industry benchmark for the first call resolution measurement is between 70% to 75%. Customer Satisfaction. First Contact Resolution.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Callminer

JUNE 9, 2020

Ultimately, AHT is not a success metric – rushing agents to close tickets, rather than resolve issues, would hasten your AHT but would not make for happy customers – but it is an important metric for calculating call center levels, assessing efficiency for the call center overall or for specific agents, and establishing performance benchmarks.

Average Handle Time 182

Average Handle Time Best practices Call Center Coaching 182