Amity

FEBRUARY 2, 2016

The Best Customer Success Resources of 2016. February 9-11 - SaaStr Annual 2016. Customer Success Summit 2016 promises 2 days of interactive sessions, practitioner best practices and networking to master the business of customer success. May 10-12 - Pulse 2016 Conference. March 11 - The State of Customer Success 2016.

SaaS 80

SaaS Education Customer retention Sales 80

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

ShepHyken

APRIL 11, 2017

However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention. Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

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

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

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

JustCall

OCTOBER 9, 2023

Our roadmap is dotted with ambitious plans, from pioneering innovations to setting new industry benchmarks. About SaaS Labs Established in 2016, SaaS Labs has been at the forefront of crafting transformative software solutions for global businesses. We’re not just looking forward to the future; we’re shaping it.

SaaS 52

SaaS Benchmark Healthcare Enterprise 52

AWS Machine Learning

SEPTEMBER 11, 2024

Accelerator benchmarking When considering compute services, users benchmark measures such as price-performance, absolute performance, availability, latency, and throughput. A second benchmarking measure is absolute-performance , meaning how quickly can a given job be completed independent of price.

Benchmark 102

Benchmark Banking Analytics Big data 102

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

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

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

ShepHyken

MARCH 10, 2017

That’s why SuperOffice recently conducted the Customer Service Benchmark report – a comprehensive study, which examines how 500 companies of all sizes around the world respond to customer service requests. You are 100x more likely to successfully contact a lead if you respond within 5 minutes and 21x more likely to qualify that lead.

Customer Service 224

Customer Service Technical Support Benchmark Best practices 224

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

SmartKarrot

MAY 28, 2020

It is a common belief in the SaaS industry that the acceptable SaaS churn rate benchmarks is around 5% annually. There are many factors that decide what is an acceptable benchmark and what exceeds it. Hence, you need to consider multiple factors to find SaaS churn rate benchmarks. They are: The size of your company. Wrapping up.

Benchmark 10

Benchmark SaaS B2C B2B 10

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

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

MAY 19, 2023

His vast experience working with diverse teams allowed him to effectively deliver consulting, benchmarking, training and operational auditing services. About the Author Alex Boland | COPC Director of ANZ Operations Alex Boland joined COPC Inc.

Metrics 70

Metrics industry standards Customer effort Consulting 70

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

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

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 210

Airlines Morale Benchmark Marketing 210

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

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

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

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 122

Engineering Entertainment Big data Benchmark 122

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

OvniSource - Ovniblog

SEPTEMBER 21, 2016

OnviSource was recently ranked a “Hot Vendor” for the third consecutive year in the “Ventana Research Value Index: Workforce Optimization 2016” report. Ventana Research is a leading benchmark research and business technology advisory services firm.

Benchmark 40

Benchmark Surveys Technology contact center workforce 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

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 48

Banking Contact Center Benchmark Call Center 48

Provide Support

AUGUST 23, 2016

In fact, according to the Zendesk Benchmark report , live chat has the highest satisfaction level for any customer service channel. Published in Provide Support Blog , 2016. How to Hire Live Chat Agents Who Delight Your Customers. It all starts with identifying the skills necessary to succeed in the role.(.). Read more.

Benchmark 42

Benchmark Customer Support Customer Service Best practices 42

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

RichCall

MARCH 21, 2018

these trends were nearly the same in 2016, and continue to be the trends of 2018 despite technology companies making vast advances. Here’s a figure from the 2016 Global Contact Centre Benchmarking Report that shows then-current and planned services in contact centers: It also predicts 9 channels in most contact centers by 2017.

Technology 45

Technology Benchmark Contact Center Surveys 45

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

Solvvy

FEBRUARY 5, 2020

Learn What Industry Benchmarks Look Like. We’ve previously gathered some common customer service benchmarks for all companies to use as guidance, which include: Acknowledgement rate: 100%. Then you’ll need to focus on understanding customer expectations in your industry so that you know how to beat them.

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 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

Comm100

DECEMBER 16, 2019

Report: 2019 Live Chat Benchmark Report. With year-over-year data since 2016 from billions of interactions and commentary from experts, it’s no wonder this is always one of our most popular pieces. Keep an eye out for the 2020 Live Chat Benchmark Report coming out in January or subscribe and be the first to get it.

Chatbots 52

Chatbots Benchmark Scripts Best practices 52

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. The corporate version is currently in progress and will be published in early 2016. In addition to the survey program, COPC Inc.

Multichannel 40

Multichannel Customer Experience Surveys Benchmark 40