Eptica

APRIL 18, 2018

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Genroe

FEBRUARY 23, 2015

Source : Temkin Group Q2 2012 CX Management Surveys. While customer survey design, analysis, benchmarking and survey processes were all well represented in the responses, one area stood out: how to actually do something with the data. Set up a survey tool (SurveyMonkey, Google Forms, etc.).

Feedback 55

Feedback Surveys Benchmark Consulting 55

Comm100

FEBRUARY 5, 2018

According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems. Forrester has found that FAQ page use is on the rise, increasing from 67% to 76% between 2012 and 2014. Free Download] Live Chat Benchmark Report 2018.

Complaint resolution 41

Complaint resolution Benchmark Self service Contact Center 41

Taylor Reach Group

JUNE 11, 2018

In fact, 44% of millennials surveyed expect their experience to be consistent across all device. Voice of Customer (VOC): The most common way of measuring the VOC is to survey customers and advisors, as almost half (48.5%) of Contact Centers do. 60% said that they expect the same experience across all customer touch points. Forrester).

Contact Center 50

Contact Center Self service Scripts Call Center 50

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. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

FEBRUARY 19, 2014

Web chat has increased in popularity with customers as the Forrester Research report indicates this channel has risen in popularity as adoption rose from 30% to 43% between 2009 and 2012. While only 24% of those surveyed utilized web chat, 73% stated they were highly satisfied with their experience. Web Chat – Customers Love It!

Benchmark 40

Benchmark Surveys Technology Customer Service 40

Fonolo

NOVEMBER 17, 2020

ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Is it the Voice Channel You’re Looking for? of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

AUGUST 1, 2017

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark. According to the Deloitte survey , it takes about $12k to replace an average call center agent.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334