Customer Experience Matters

SEPTEMBER 10, 2018

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. The post Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B) appeared first on Customer Experience Matters®.

Benchmark 49

Benchmark B2B Surveys Technology 49

Solvvy

FEBRUARY 8, 2018

The post The Top Customer Service Benchmarks Of 2018 appeared first on Solvvy.

Benchmark 48

Benchmark Customer Service 48

Netomi

OCTOBER 31, 2022

Here, we present our insights and top takeaways from The New 9 to 5: The State of CX in the Gig Economy – Customer Service Benchmark Report. With an enlarged user base (the global gig economy is predicted to grow from $204 billion in 2018 to $455 billion in 2023), there are bound to be support-related queries that follow.

Benchmark 59

Benchmark Customer Service Customer Support Accountability 59

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). The survey will remain open until April 15, 2018. The post Aspect CEC Benchmark – Early Results In appeared first on Aspect Blogs.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Customer Experience Matters

MARCH 20, 2018

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. The post Report: 2018 Temkin Experience Ratings (U.S.) To generate these Ratings, we asked 10,000 U.S. appeared first on Customer Experience Matters®.

Airlines 82

Airlines Benchmark Customer Experience 82

Comm100

JANUARY 7, 2020

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. Free Download: Live Chat Benchmark Report 2020. Download Now.

Benchmark 54

Benchmark Wait times Chatbots First call resolution 54

Fonolo

DECEMBER 11, 2018

The tweets informing the report this year confirm that: a) customers are increasingly turning to social media to publicly out companies for poor customer service handling; and b) a benchmark of this poor service is placing a customer on hold. So, here’s a good question: Did your company make the list? Virgin Media. Delta Airlines.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

West

NOVEMBER 20, 2017

West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation.

Benchmark 75

Benchmark Surveys 75

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019.

Benchmark 50

Benchmark Wait times Best practices Accountability 50

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019.

Benchmark 40

Benchmark Wait times Best practices Accountability 40

Customer Experience Matters

APRIL 10, 2018

We just published a Temkin Group report, The State of CX Management, 2018. This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues. The post Report: The State of CX Management, 2018 appeared first on Customer Experience Matters®.

Management 50

Management Benchmark Surveys Customer Experience 50

Customer Experience Matters

MAY 15, 2018

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. The post 2018 Temkin Trust Ratings (U.S.): Based on a study of 10,000 U.S Here’s a full list of all of the companies in the TTR.

Benchmark 49

Benchmark Banking Customer Experience 49

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Once the customer had a positive CX, it will set a new benchmark.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

Spearline

JANUARY 23, 2018

After an amazing 2017 we’re very excited for what’s to come in 2018, so we want to share with you, a little preview of the new product releases being launched in 2018. But that’s not all… 2018 is going to be The Year of Data Analysis! ” How about full endpoint documentation for all our products.

Benchmark 40

Benchmark Call flow APIs Big data 40

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Below is the definition we use and benchmarks across industries to help you level set your contact center performance. The post How to Benchmark Speed to Answer in Your Industry appeared first on Talkdesk.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Below is the definition we use and benchmarks across industries to help you level set your contact center performance. The post How to Benchmark Speed to Answer in Your Industry appeared first on Talkdesk.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

Maru Group

JANUARY 16, 2019

Despite tough trading conditions at the end of 2018 – thanks to falling consumer confidence and a rise in discounting – online sales still equated for 20% of all retail spend at the end of November 2018, according to the Office for National Statistics (ONS). Our industry-renowned Retail Benchmark report will be released in early 2019.

Benchmark 45

Benchmark Customer Experience Best practices Wait times 45

Fonolo

MAY 31, 2018

Speed is arguably the most significant benchmark for every single customer service interaction today. In 2018, businesses will be able to quickly address customers using more advanced live chat capabilities. 10 Trends That Will Disrupt Customer Service in 2018. Don’t miss the last 8 trends! Download the full report below.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Maru Group

JANUARY 16, 2019

Despite tough trading conditions at the end of 2018 – thanks to falling consumer confidence and a rise in discounting – online sales still equated for 20% of all retail spend at the end of November 2018, according to the Office for National Statistics (ONS). retail-digital-experience-benchmark-2019. Download report.

Benchmark 40

Benchmark Customer Experience Best practices Wait times 40

CSM Magazine

NOVEMBER 29, 2017

Capitalising on a strong foothold in Europe’s customer contact community 2018 will be bigger, more innovative and interactive than ever before. CCW Europe 2018 will be educational, practical & unforgettable! And that’s not all….

Benchmark 40

Benchmark Education Best practices Customer Experience 40

Jive

SEPTEMBER 4, 2018

Technology in 2018 is teeming with a wealth of acronyms. At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. According to Cisco’s Global Cloud Index, 59% of all cloud workflows will be delivered as SaaS by the end of 2018.

voip 52

voip SaaS Technology Benchmark 52

ShepHyken

APRIL 20, 2018

For good reason: CX has quickly become today’s most important business benchmark, as well as the most important way for firms to achieve success. Others view CX as a kind of digital benchmark: the sum of user interactions and points of contact on, say, a business’ website or mobile app or booking platform.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

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. The 2018 CXMB Series Consumer Edition is the 12 th volume in the series. Perception of Interactive Care (e.g.,

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

CSM Magazine

JANUARY 31, 2018

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. Brexit will drive consolidation.

Contact Center 60

Contact Center Wireless Benchmark outsourcing 60

Injixo

SEPTEMBER 4, 2018

London, England: injixo is running a comprehensive study of WFM professionals to reveal how today’s contact centres compare in the practices they use across the planning cycle, the channels they plan for, the KPIs they use, the size of the planning team and many other parameters.

Benchmark 40

Benchmark Surveys 40

Customer Experience Matters

JULY 23, 2018

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. The post Report: Employee Engagement Competency & Maturity, 2018 appeared first on Customer Experience Matters®. Highlights Read More.

Employee engagement 50

Employee engagement Surveys Customer Experience Benchmark 50

AWS Machine Learning

DECEMBER 2, 2024

Furthermore, they also perform better than other FMs, denoted by a +, which indicates that these models were pretrained on certain datasets in our benchmark and are not entirely zero-shot. O Texts (2018). [3] In NeurIPS Track on Datasets and Benchmarks (2021). Chronos: Learning the language of time series.” 2] Hyndman, R.

Benchmark 79

Benchmark Telecommunications Engineering Construction 79

Customer Experience Matters

APRIL 24, 2018

This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry. It uses feedback from 10,000 U.S.

Feedback 51

Feedback Customer Experience Benchmark 51

Customer Experience Matters

MARCH 27, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. The post Report: State of the CX Profession, 2018 appeared first on Customer Experience Matters®. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study.

Surveys 49

Surveys Customer Experience Benchmark Accountability 49

ShepHyken

APRIL 13, 2018

As has been widely noted in today’s marketplace, your customers’ opinions and expectations – for good or bad, reasonable or not – are your company’s new benchmark. CCW’s report lists “indirect social commentary” as an important source of intelligence, and 50 percent of respondents plan to make social media monitoring a priority in 2018.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

RapportBoost

DECEMBER 26, 2018

In a 2018 Customer Care report, McKinsey highlighted these four drivers and came to the conclusion that human agents will be more important than ever to contact centers. A 2018 Forrester report states that email is still the most common channel for customer support. Bruce: What is driving an increase in innovation around chat?

Benchmark 40

Benchmark Contact Center Chatbots Metrics 40

Help Scout

MAY 14, 2021

Brain.fm’s switch to Help Scout in 2018 has helped actualize Brain.fm’s user-first mindset with easy reporting on customer support metrics, tracking and cataloging of common issues, and generating great social proof from positive support experiences. Measuring and benchmarking great support. Before Help Scout, Brain.fm

Benchmark 111

Benchmark Metrics Customer Support Customer Service 111

Customer Experience Matters

FEBRUARY 28, 2019

.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. ” In the report, Employee Engagement Competency & Maturity, 2018, we found that only 40% of executives within large organizations put a high priority on taking action based on Read More.

Feedback 88

Feedback Employee engagement Benchmark Customer Experience 88

Customer Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Customer Experience 61

Customer Experience Benchmark Metrics 61

CSM Magazine

OCTOBER 2, 2024

It has also given us a mechanism to benchmark these areas and implement changes so we can continue to improve,” added James Tapp, Operations Director at the Mardon Group. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.

Management 52

Management Engineering CRM Finance 52

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Customer Experience Matters

OCTOBER 9, 2018

sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). In our Q1 2018 U.S. consumer benchmark survey, we ask about the sports Read More. As a matter of fact, baseball is one of the two major U.S. But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering.

Benchmark 81

Benchmark Surveys Customer Experience 81