Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Below, you will find Call Center Statistics related to the various Contact Center channels. 85% of organizations anticipate contacts will become more complex in the next 2 years (Deloitte). of the vote.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. Our favorite chart: The US Contact Center Decision-Makers’ Guide. Who wrote it: Contact Babel. in 2016 to 5.3% Understanding Industry Benchmarks. in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Surveys 89

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 post What are Bank Contact Centers Doing Right? appeared first on inContact Blog.

Banking 48

Banking Contact Center Benchmark Call Center 48

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

Fonolo

SEPTEMBER 27, 2016

Operating a successful contact center is rarely a simple undertaking. As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

VHT

OCTOBER 18, 2018

Contact center managers face the constant challenge of serving customers efficiently while maximizing their convenience and making the experience enjoyable. A 2016 Employee Engagement Benchmark study found that companies with the highest rated CX had 1.5 People love using chatbots for simple tasks.

Contact Center 48

Contact Center Gamification Employee engagement Chatbots 48

Fonolo

FEBRUARY 13, 2018

Example: “1 in 4 US contact centers are looking to implement web chat within the next 12 months.” [ source ]. Example: “Contacts handled by chat increased from 1.6% between 2015 and 2016.” [ source via here ]. Whitepaper: The Contact Center Playbook for Improving CSat. Understanding Industry Benchmarks.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

Taylor Reach Group

JUNE 6, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 1/3. You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Demographics. Chat in Relation to Industry.

Contact Center 55

Contact Center Consulting Consulting Healthcare 55

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week. Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5%

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

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. Share this page on: Tweet.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

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

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Balto

OCTOBER 31, 2022

With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce. Supervisors are the contact center’s superpower if you unleash them. Use Onboarding to Get Personal.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Uniphore

JANUARY 24, 2017

The authoritative 2016 Dimension Data Global Contact Centre Benchmarking Report highlights that 82.5% The report also details the top twelve technology trends in the customer service and contact center sector. The table makes fascinating reading. Read More.

Benchmark 13

Benchmark Contact Center Surveys Technology 13

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.

Customer Care 52

Customer Care Wireless Education Contact Center 52

DMG Consulting

APRIL 14, 2017

To help provide some clarity, in Q4 2016 DMG conducted a multi-generational benchmark study of consumers’ channel preferences. We looked at how consumers of all ages reach out to businesses and how they want to be contacted by these organizations. Click here to read the full benchmark study, Consumers Channel of Choice.

Benchmark 54

Benchmark Self service Consulting Consulting 54

COPC

APRIL 14, 2016

Featured Event: April 26, 2016, Phoenix, AZ. IARE 2016 SYMPOSIUM at Hyatt Place Phoenix . 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. To meet Judi at the IARE Symposium, contact her at jbrenstein@copc.com.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

RichCall

MARCH 21, 2018

Back in September we’ve combined the trends in contact centers for 2017. these trends were nearly the same in 2016, and continue to be the trends of 2018 despite technology companies making vast advances. Which services companies are planning to use, including personality based routing. how hard it is to deploy.

Technology 45

Technology Benchmark Contact Center Surveys 45

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Aspect

JULY 11, 2018

For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. Agent engagement and retention play a huge role in the productivity and profitability of contact centers.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Define metrics, and create a benchmark linked to your key business objectives. Author: Neil Cox At heart, humans are social beings. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. Author: Steve Nattress There are multiple factors that feed into the customer experience. For example, people want answer fast answers – in the U.S. Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. For those who want to retain existing customers and win over new ones, now is the time to benchmark against rivals (and those in other industries) and invest in staff and technology to enhance customer service.

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. This can seem daunting, but a good way is to benchmark yourself against your competitors, and also organizations that are well-known for the excellent service they provide. What do they do differently? What can you replicate?

Customer Service 49

Customer Service Multichannel Self service Benchmark 49

Calabrio

JUNE 30, 2016

Every day businesses collect an enormous amount of data from their customers from various channels – including the contact center – with technologies such as Calabrio ONE. In fact, analytics was voted as the top trend to change the contact center in Dimension Data’s 2016 Global Contact Centre Benchmarking Report.

Analytics 40

Analytics Contact Center Benchmark Enterprise 40

Call Experts

NOVEMBER 20, 2019

For reference, this count is almost 10 million higher than what we saw in 2016. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

Call Center 49

Call Center Management Contact Center Journey mapping 49

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

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

Comm100

FEBRUARY 20, 2018

As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. This is especially true for phone assistance.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

Calabrio

JUNE 23, 2016

According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report , phone is rapidly declining in popularity among young customers who are trying to communicate with a business. So, any organization whose bottom line is directly impacted by customer experience must go digital, too.

Benchmark 40

Benchmark Analytics Contact Center Customer Experience 40

Interaction Metrics

JULY 22, 2019

But if there is a reason to keep their surveys clear of operations data for benchmarking reasons, they would be well served to incorporate other customer experience resources. For gauging how the contact center handles communication , statistically-valid analysis of call and email recordings is the best way to go.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Interaction Metrics

JULY 22, 2019

But if there is a reason to keep their surveys clear of operations data for benchmarking reasons, they would be well served to incorporate other customer experience resources. For gauging how the contact center handles communication , statistically-valid analysis of call and email recordings is the best way to go.

Surveys 48

Surveys Healthcare Feedback Benchmark 48

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. RPA Helps Contact Centers Deliver Better Customer Experiences.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.).

Metrics 45

Metrics Chatbots Average Handle Time Wait times 45

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.).

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40