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

Contact Center Pipeline

JUNE 28, 2016

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction as a primary reason for offering digital channels (73.7% vs. 67.9%).

Customer Experience 100

Customer Experience Benchmark Personalization Analytics 100

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Benchmark 40

Benchmark Contact Center Banking Employee engagement 40

CustomerGauge

APRIL 12, 2017

In the interview, Shep and Adam discussed some of the findings from CustomerGauge’s 2016 NPS Benchmark Survey, which found that the NPS industry still has a long way to […]. The post Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio appeared first on CustomerGauge.

Benchmark 97

Benchmark Surveys 97

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

ShepHyken

MARCH 23, 2018

Impact: Fortune 500 companies that excel at recruitment marketing strategies have 62% higher average revenue per year than those with average scores, and 152% higher average revenue per year than those with failing recruitment scores (SmashFly’s Fortune 500 Report: 2018 Recruitment Marketing Benchmarks).

Airlines 209

Airlines Morale Benchmark Marketing 209

CustomerGauge

MARCH 20, 2017

In our 2016 NPS Benchmarks Study, we found that an astounding 49% were not promoters of their own NPS® program. Believe it or not, not everyone is a promoter of their own Net Promoter System®. This is just one of the many reasons that some Net Promoter programs fail. But, there are many other NPS […].

Benchmark 91

Benchmark Best practices 91

Nicereply

DECEMBER 17, 2024

In this sense, CES can almost act as a gauge of how well a company is doing against its benchmarks and those of competitors. Set Benchmarks and Goals All too many SaaS companies get caught up in CES data collection that they forget the reason they’re doing it altogether: to improve team and product performance.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

COPC

AUGUST 18, 2016

The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. >>While the preference for Traditional Care remains strong, there was a slight pullback in 2016. >>Consumer The post 2016 CXMB Series, Consumer Edition appeared first on COPC Inc.

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

Influitive

NOVEMBER 28, 2016

Only 30% of B2B marketers say their organizations are effective at content marketing, according to the 2016 B2B Content Marketing Benchmark Report. B2B content marketing as we know it is broken.

B2B 75

B2B Marketing Benchmark Consulting 75

COPC

JANUARY 6, 2017

have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The complete 2016 Corporate Edition of the CXMB Series will be released at the Execs In The Know Customer Response Summit in Las Vegas on February 6-8.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

aircall

JUNE 28, 2022

If we look at the famous Bessemer benchmark “From $1M to $100M” ; it took us exactly six years from $1M ARR to $100M like Wix, Zapier and a few others did! . Balderton’s managing partner Bernard Liautaud called us to make an offer, which we gladly accepted (on the other hand, we had zero other option :), and started hiring for 2016.

SaaS 147

SaaS Metrics Engineering Telecommunications 147

COPC

NOVEMBER 3, 2016

and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. While the preference for Traditional Care remains strong, there was a slight pullback in 2016.

Customer Care 40

Customer Care Surveys Benchmark Customer Experience 40

Lumoa

APRIL 3, 2018

“ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. To analyze the connection between loyalty and the Net Promoter Score, Temkin Group has conducted the research " Economics of the Net Promoter Score " in 2016. The real value is in the “WHY”. Now it's your turn!

Benchmark 126

Benchmark Feedback Best practices Metrics 126

ClearAction

DECEMBER 16, 2017

From the ClearAction Business-to-Business Customer Experience Management Benchmarking Study. From the ClearAction Business-to-Business Customer Experience Management Benchmarking Study. From the ClearAction Business-to-Business Customer Experience Management Benchmarking Study. B-to-B Customer Journey Maps: New Wisdom.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

GetFeedback

NOVEMBER 7, 2019

They expected only three as recently as 2016. Who knows, but hitting the “8 per page” benchmark today seems like smart money. We didn’t pick the number at random—customers have stated that they expect upwards of 8 images per page to get acquainted with a product. More compelling? What will the next few years bring?

Benchmark 99

Benchmark Marketing Customer Experience Accountability 99

ChurnZero

SEPTEMBER 8, 2022

The most common metric used by external education teams to measure the success of their training programs is customer satisfaction, with over 50% currently tracking CSAT scores, according to the 2022 Customer Education Benchmarks and Trends Report. Author bio.

Education 98

Education Benchmark Customer retention Metrics 98

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. So existing insurers need to benchmark themselves against these new competitors if they want to thrive. How can they compete? There are three areas to focus on: 1.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

airespring

FEBRUARY 29, 2016

Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve. 40% of contact centers “have no tools to analyze data.”.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

Eptica

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers. Predictions are that Britons will spend just 1.3%

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

CX Journey

AUGUST 16, 2017

Of course, they want to see their own hard numbers, but absent those, we can tell the story of the benefits of customer experience through some benchmark data, through examples of successes that others have achieved by doing what you should/could be doing. Executives want to see hard numbers about any investments they make.

Customer Experience 56

Customer Experience Airlines Benchmark Consulting 56

ProProfs Blog

MARCH 5, 2019

A figure that stresses the importance of employee engagement and feedback in current times – the Employee Engagement Benchmark study conducted by Tempkin Group in 2016 , found that. Encourage your agents to share how they feel about customers. Customer Experience leaders have 1.5 Your Agents Know Customers Better.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

AWS Machine Learning

JULY 15, 2024

Welocalize benchmarks the performance of using LLMs and machine translations and recommends using LLMs as a post-editing tool. She is also the recipient of the Best Paper Award at IEEE NetSoft 2016, IEEE ICC 2011, ONDM 2010, and IEEE GLOBECOM 2005. Amazon Translate has various unique benefits. Cristian Torres is a Sr.

Engineering 127

Engineering Entertainment Big data APIs 127

NICE inContact

AUGUST 24, 2017

for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% appeared first on inContact Blog.

Banking 55

Banking Contact Center Benchmark Call Center 55

Customer Experience Matters

NOVEMBER 13, 2017

This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

Uniphore

JANUARY 24, 2017

The authoritative 2016 Dimension Data Global Contact Centre Benchmarking Report highlights that 82.5% of surveyed organizations recognize – at an executive level – that Customer Experience (Cx) is unquestionably a key differentiator and the driving force powering digital transformation strategies and implementations.

Benchmark 13

Benchmark Contact Center Surveys Technology 13

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

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. In 2016 this initial study was expanded , examining company CX and sales performance for companies in the same five sectors between 2010 and 2015.

Sales 54

Sales Customer Experience Multichannel Airlines 54

Fonolo

OCTOBER 18, 2017

Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5% Understanding Industry Benchmarks. is a real jump again. 40% of respondents offer mobile functionality for customer service, with a further 29% having definite plans to doing so. What’s Inside: What is CSat, NPS, and CES.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. A global benchmarking study from MetricNet also affirmed the strong correlation between FCR and CSAT. Still, global research has revealed a standard benchmark for FCR of 70% to 75%. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Vcaretec

JUNE 6, 2022

The Big Call Center Conference List: Call Center Week Winter : January 26-29, 2016 Where: Orlando, FL Description: CCW is THE destination for customer care and customer experience professionals to learn, get inspired, and make long-lasting relationships. It is truly one-stop-shopping for industry professionals from around the world.

Customer Care 52

Customer Care Wireless Education Contact Center 52

NICE inContact

AUGUST 2, 2016

Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. Learn more about Momentum at the 2016 inContact User Conference on October 11-13 in Orlando, Florida. Guest blog post from our friends at Momentum Telecom.

Contact Center 48

Contact Center Contact center software Technical Support Benchmark 48

Fonolo

FEBRUARY 13, 2018

between 2015 and 2016.” [ source via here ]. Understanding Industry Benchmarks. Example: “1 in 4 US contact centers are looking to implement web chat within the next 12 months.” [ source ]. Flaw: Doesn’t translate directly into usage. 4) Data Showing Growing Usage of Chat. Example: “Contacts handled by chat increased from 1.6%

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies.

Benchmark 40

Benchmark Self service Customer Experience 40

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies.

Benchmark 40

Benchmark Self service Customer Experience 40

COPC

FEBRUARY 2, 2017

and Execs In The Know will present survey findings from the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. will lead a discussion to reveal the results from both the Consumer and Corporate Editions of the 2016 Customer Experience Management Benchmark (CXMB) Series reports.

Benchmark 40

Benchmark Banking Best practices Surveys 40

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. Despite developments in 2016, human interaction will still take precedent over AI. Get Onboard： Review your customer feedback from 2016 to see which touchpoints can be improved to create a more consistent customer service experience across the board.

Customer Service 43

Customer Service Benchmark Multichannel Airlines 43