CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers.

Banking 52

Banking Benchmark Surveys Accountability 52

Spearline

OCTOBER 8, 2019

Measuring what matters, this platform provides 24/7 proactive testing and monitoring service with multiple test types from latency to performance benchmarking. For further information, be sure to check out our wide variety of content, including blogs , white papers , videos and podcasts , all located on the website.

Telecommunications 79

Telecommunications Benchmark Contact Center Customer Experience 79

Talkdesk

DECEMBER 1, 2020

Developing: The Stage 2 contact center is focused on problem solving rather than relationship building and typically aligned to touchstones like Customer Satisfaction Score (CSAT), so the organization can more easily track their progress and has a measurable benchmark against others in their market.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

TLC Associates

MARCH 10, 2020

“The Federal Reserve cut its benchmark rate by a half percentage point on Tuesday morning, delivering a booster shot to stem potential economic disruptions from the spreading coronavirus epidemic. Download a copy of this white paper to see how we drove triple digit sales results leveraging our US-based contact center associates.

contact center associations 40

contact center associations Benchmark Contact Center Sales 40

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Experience Transformation Benchmark Study. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. When it comes to customer service, the expectations keeps rising. Where to get it: [link].

Contact Center 99

Contact Center Call Center Self service Surveys 99

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper. White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

Fonolo

SEPTEMBER 6, 2018

Today, big brands have started pushing the envelope with increasingly sophisticated ways of supporting customers, thereby raising the benchmark for new businesses from the get-go to develop best practices for customer interaction and support. White Paper: The Secret Sauce for Increasing Customer Happiness.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

Amity

OCTOBER 10, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. Health scores. here's how they work. SaaS companies set customer health scores that typically include: User Activity: login stats, system usage.

Management 64

Management SaaS Benchmark Accountability 64

Taylor Reach Group

NOVEMBER 30, 2018

Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, technology articles etc. it also reduces time to speak with industry peers, to attend conferences or seminars.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper.

B2C 83

B2C B2B Benchmark Best practices 83

Totango

AUGUST 23, 2022

White papers. For each touchpoint, identify which KPIs you can use to set goals and benchmarks, measure outcomes, and evaluate the performance. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Social media posts and ads. Video content and ads. Blog content. Video chat.

B2B 115

B2B Journey mapping SaaS Engineering 115

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Experience Transformation Benchmark Study. Our favorite chart: White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. When it comes to customer service, the expectation keeps rising. Where to get it: [link].

Contact Center 57

Contact Center Call Center Self service Surveys 57

Amity

OCTOBER 5, 2015

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. After losing a couple of kilo myself recently (yay), I got to thinking about whether or not customer success health scores need to be weighted.

Management 61

Management SaaS Benchmark Accountability 61

Education Services Group

JUNE 18, 2018

That’s why their end goal is a happy AND successful customer who has their benchmarks met and exceeded because of their CSM. And if you’re wondering what other traits make up successful CSMs, take a look at our latest white paper, The 10 Simple Traits of an Awesome CSM. SO WHERE DO I FIND THESE UNICORN CSMs?

Customer retention 45

Customer retention Management outsourcing Best practices 45

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys.

Surveys 72

Surveys Marketing Benchmark Best practices 72

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? Also learn the practical implications of shifting a contact center solution from on-premises to the cloud in the free white paper from leading contact center industry analyst Sheila McGee-Smith.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? Also learn the practical implications of shifting a contact center solution from on-premises to the cloud in the free white paper from leading contact center industry analyst Sheila McGee-Smith.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? Also learn the practical implications of shifting a contact center solution from on-premises to the cloud in the free white paper from leading contact center industry analyst Sheila McGee-Smith.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. 3 2009 Customer Experience Management Benchmark Study, Strativity Group. Customer Centricity. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Customer-Centricity Means Customer-Centric BKM: Amazon, USAA, Zappos.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Fonolo

MAY 31, 2018

Speed is arguably the most significant benchmark for every single customer service interaction today. While it wasn’t intended to evoke the relationship between business and consumer, over 30 years later, it speaks directly to the state of CS today. Businesses can never be too fast to reply, react, or resolve an issue.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Fonolo

MAY 24, 2018

In fact, 82% of consumers surveyed by Zendesk in their annual Benchmark Report said they stopped doing business with a company because of bad customer service from call centers. After all, customer happiness and engagement are amongst the most significant drivers behind the image, culture, and success of an organization.

Call Center 87

Call Center Benchmark Metrics Analytics 87

delighted

AUGUST 23, 2019

Is this about a white paper that they read? Track, benchmark, and analyze your survey results over time to see customer sentiment as changes are made. You may know from analytics that specific features of your product are not being used or that there are specific points where new users are dropping off.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Callminer

MAY 26, 2020

For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. To get the most out of this metric, use it to inform budgeting and infrastructure-related decisions as opposed to using it for agent benchmarking purposes. Customer Effort Score.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

NICE inContact

NOVEMBER 9, 2018

There are several industry standard KPIs that can help you measure and benchmark your contact center performance. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

First call resolution 43

First call resolution Metrics Best practices Customer Service 43

CCNG

OCTOBER 26, 2022

Benchmarks, research and industry best-practices all help shape strategic decisions. For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Be intentional about engaging in valuable networking activities, and ensure your virtual network is populated with people you know and trust.

Best practices 195

Best practices CCNG Benchmark Personalization 195

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. A recent ExecsInTheKnow benchmark found that when asked which department in their organization is primarily responsible for social media engagement, the companies surveyed answered as follows: 49% Marketing/PR. 30% Customer Care. 21% Joint.

Customer Service 46

Customer Service Customer Care Morale Marketing 46

Eptica

JULY 21, 2019

It does not contain 50,000 words of black ink on off-white paper and doesn’t wax lyrical about another framework that will solve all of your CX ills. So, I wrote a book about it and, not surprisingly, it’s called Punk CX. However, in keeping with a punk ethos, it is not a traditional book.

Best practices 86

Best practices Multichannel Benchmark Surveys 86