Benchmark Surveys Video Wait times 
Comm100
AUGUST 31, 2021
To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.
NobelBiz
DECEMBER 19, 2023
Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour. The industry benchmark for supervisor escalation is 10% or less . Read the case study or watch the video ! Key Technological Tools and Solutions What are these magical tools?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Comm100
MAY 20, 2022
adults surveyed now say that they’re online “almost constantly”. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. Pre-chat surveys are also simple but effective live chat tools that help customers feel like their needs are understood. Lower wait times.
Quiq
MARCH 10, 2023
Customers are also less likely to spend time on hold while waiting for your customer service agents. Since agents can handle multiple conversations (often 6–8) at once, customer wait times will go down—and satisfaction will go up. With rich messaging features, you or your customers can share pictures, videos, and more.
Fonolo
NOVEMBER 17, 2020
Nobody escaped the long lines and endless waiting times. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. According to recent surveys, 18% of call centers moved to a cloud-based solution by the end of 2015.
Comm100
SEPTEMBER 4, 2022
With these tools in place, Comm100’s live chat benchmarks have shown an impressive 84% positive rating across all organizations. Utilize live chat features like pre-chat surveys to know what sort of issue your customers have before they begin typing. Be clear about wait time. Collect information. Use alternate media.
Comm100
MARCH 16, 2022
In McKinsey and Company’s Public Sector Benchmark Survey, they surveyed more than 20,000 citizens across 140 government services in seven countries to understand if, and how much by, governments were falling behind private sector organizations in CX. The results spoke for themselves. Simplicity.
Expert insights. Personalized for you.
52 
Let's personalize your content