Fonolo

OCTOBER 25, 2017

Be wary of surveys that ask consumers “have you tried…?” Call Center Week’s most recent Customer Experience report surveyed consumers about a wide range of service options and concluded that “Live voice remains customers’ preferred communication channel”. Dimension Data reports that “Phone volumes have dropped by 17% since 2015”.

Customer Service 89

Customer Service Call Center Benchmark Contact Center 89

COPC

SEPTEMBER 25, 2018

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. Perception of Interactive Care (e.g.,

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

COPC

JANUARY 3, 2016

is partnering with Execs In The Know , a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series. Working together, we are surveying consumers about their experiences and perceptions in a multichannel environment. In addition to the survey program, COPC Inc.

Multichannel 40

Multichannel Customer Experience Surveys Benchmark 40

COPC

JANUARY 21, 2016

New Survey Reveals Disconnect in Perception About Meeting Expectations. . In 2015, companies surveyed said that 79% of the time they generally met the needs and expectations of their customers. is a sponsor of this exclusive event and we will be discussing the complete findings of this survey.

Multichannel 40

Multichannel Surveys Benchmark Customer Experience 40

Lumoa

NOVEMBER 29, 2021

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. However, this result was based on a survey with a target group of decision-makers responsible for digital experiences in large corporations. The CX laggards achieved just 3% growth during the same period.

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Balto

OCTOBER 31, 2022

Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire? CSAT Surveys. CSAT Surveys. These responses are your benchmark. We surveyed 408 people for this report. Less than 20.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Fonolo

FEBRUARY 13, 2018

2) Data (Via Surveys) About the Growing Consumer Preference for Chat. between 2015 and 2016.” [ source via here ]. Understanding Industry Benchmarks. Counts each “turn” in the conversation separately, leading to a really high number. Flaw: Doesn’t translate directly into usage. 4) Data Showing Growing Usage of Chat.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Zoom International

NOVEMBER 7, 2018

We are accustomed to “staying in our lane” and managing to targets that are 100% under our control including customer satisfaction surveys that are solely focused on a specific contact center conversation – rather than the entire customer experience. The survey is only the beginning. Our NPS® story at ZOOM is remarkably similar.

Contact Center 40

Contact Center Banking Surveys Metrics 40

CSM Magazine

JULY 29, 2015

CXMasters will be held September 14-17, 2015 in Salt Lake City. The MaritzCX team invented Voice of the Customer (VoC) training and has certified hundreds of CX professionals since 2007, creating a recognized industry credential that continues as a benchmark today,” said Bassam Salem, chief operating officer, MaritzCX. “As

Journey mapping 45

Journey mapping Best practices Benchmark Surveys 45

AWS Machine Learning

JANUARY 13, 2023

They were admitted to one of 335 units at 208 hospitals located throughout the US between 2014–2015. For benchmark analysis, we considered the task of predicting the in-hospital mortality of patients [2]. A comprehensive survey of privacy-preserving federated learning: A taxonomy, review, and future directions. 2018): 1-13. [2]

Analytics 79

Analytics Healthcare Scripts Accountability 79

Netomi

SEPTEMBER 10, 2022

Many companies rely on these stats to benchmark customer service. You might not need all these fancy customer service statistics to know what’s the most important: customer satisfaction. Satisfaction = Reality – Expectations. Let’s chat.

Customer Service 52

Customer Service Chatbots Customer Support Enterprise 52

Return Customer

JULY 25, 2018

A study done in 2015 showed that 85% of customers submitting inquiries through a Facebook account expected a reply within 6 hours. A 2017 customer service benchmark survey done by Super Office revealed that 62% of the 1000 firms they queried did not even respond to their customer service requests.

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

COPC

MAY 16, 2018

This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. Turning to specific results from CXMB Series research, since 2015, consumers have been asked about their assisted versus unassisted interaction preferences. Customer feedback.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

Comm100

MAY 19, 2020

20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Note: This blog post was originally published on Jul. Improved Customer Service and Loyalty.

Best practices 111

Best practices Sales Analytics Benchmark 111

Lumoa

JULY 10, 2018

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. However, this result was based on survey with target group of decision makers responsible for digital experiences in large corporations. The CX laggards achieved just 3% growth during the same period.

Customer Experience 113

Customer Experience Metrics Banking Feedback 113

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. According to Qualtrics XM Institute , while 73% of large companies regularly survey their employees, only 45% of executives seriously consider the feedback they provide.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

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

Kayako

OCTOBER 23, 2017

There’s two steps to this: Choose the right survey and analyze the right metrics. By setting benchmarks and goals, it’s easy to measure progress. Marketing should look at using NPS (Net Promoter Score) surveys and be sending those out at regular intervals (e.g. 60 days after product purchase, not including a free trial period).

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

CSM Magazine

JANUARY 11, 2016

Media 2015 survey found that 67% of respondents did not think social media was integrated well enough. Gartner, in its How to Manage Social Media Engagements research, looked at resourcing and it found there was ‘no rhyme or reason’ in how agents numbers were calculated among the 65 businesses it surveyed.

Customer Service 40

Customer Service Contact Center Accountability APIs 40

LiveChat

FEBRUARY 22, 2016

CRM, marketing automation and analytics tools, market benchmarks and reports , customer service software. It could be your CRM software, analytics platforms, NPS surveys, even simple contact forms and spreadsheets. You can learn more on what makes online customer service tick in our Customer Service Report 2015. Data sources.

Marketing 44

Marketing Real estate CRM Personalization 44

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. Call Center Trends 2015. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

SEPTEMBER 19, 2017

To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Methodology: “[we]… surveyed over 100 customer service leaders. It then compared these findings with a survey of businesses to identify gaps in the two modes of thinking.”. in 2015 to 4.5% Who wrote it: The Incite Group.

Call Center 89

Call Center Contact Center B2C Surveys 89

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

COPC

AUGUST 10, 2016

will moderate a select group of industry leaders for an engaging and entertaining exploration of key findings from the 2016 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB Series, a survey collaboration between Execs In The Know and COPC Inc., On Monday, Sept 19, COPC Inc. May 23-24, Miami, FL.

Journey mapping 40

Journey mapping Benchmark Entertainment Airlines 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.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

EPIC Connections

SEPTEMBER 28, 2017

These services combine technology with industry benchmarking and best practices to ultimately drive higher contact center performance. 1 International Data Corporation, US Mobile Worker Forecast Report 2015-2010. With cloud technology alone, contact centers may achieve only 15-35% of the functionality or business benefit.

Calibration 33

Calibration Benchmark Contact Center Technology 33

C Space

JULY 21, 2020

eBay acquired PayPal in 2002 and spun it off in 2015. The National Franchised Dealers Association (NFDA), the UK car dealer body, found that 55% of members surveyed had increased sales of used cars online in the month to 2 July, compared with only a quarter who had sold more new cars through their websites. “As

Transportation 52

Transportation Sales Benchmark Government 52

Comm100

NOVEMBER 13, 2022

Survey data shows that customers hate repeating themselves. When choosing an omnichannel customer service platform, look for enterprise-grade security that meets international security and privacy benchmarks, particularly focusing on: ISO 27001. Founded: 2015. SOC 2 Type II. Headquartered: Boston, Massachusetts, United States.

Customer Service 92

Customer Service Multichannel Chatbots Healthcare 92