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. Free Download: Live Chat Benchmark Report 2019. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 45M chat interactions.

Benchmark 40

Benchmark Wait times Best practices Accountability 40

Maru Group

JANUARY 16, 2019

It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. Digital retail winners in 2019. We can report on key elements of best practice and advise brands where and how to improve. retail-digital-experience-benchmark-2019.

Benchmark 40

Benchmark Customer Experience Best practices Wait times 40

Satrix Solutions

JANUARY 2, 2019

As a consultancy dedicated to the Customer Experience (CX), we’re highlighting 5 US-based conferences customer experience professionals should consider for 2019: Totango Customer Success Summit 2019. Dates: March 5-8, 2019. Gainsight Pulse 2019. Dates: May 20-23, 2019. Forrester CX 2019 (NY and SF).

Customer Experience 60

Customer Experience Best practices Benchmark SaaS 60

Comm100

AUGUST 31, 2021

To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

Comm100

DECEMBER 16, 2019

At Comm100, we look back at which of our content pieces were the most popular and think about what this tells us about trends in customer experience, conversational AI, and support centers in 2019. Report: 2019 Live Chat Benchmark Report. You can also take a page from one of our customers ’ books to learn from the best.

Chatbots 52

Chatbots Benchmark Scripts Best practices 52

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. In 2019, we were fourth out of a hundred.”. The post Idaho Power Rated #1 in Energy Industry Benchmark of Contact Center IVR Systems appeared first on Altivon.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Maru Group

FEBRUARY 11, 2019

Results and Insight from Maru/edr’s Retail Digital Customer Experience Benchmark report. It’s why creating a compelling digital customer is so key to retail success in 2019. Despite a fall in online basket values at the end of 2019, internet retail sales equated to 21.5% Retail Digital Experience Benchmark 2019.

Customer Experience 40

Customer Experience Benchmark Social media contact Best practices 40

Maru Group

FEBRUARY 11, 2019

It’s why creating a compelling digital customer is so key to retail success in 2019. Despite a fall in online basket values at the end of 2019, internet retail sales equated to 21.5% Retail Digital Experience Benchmark 2019. Results and insight from Maru/edr’s Retail Digital Customer Experience Benchmark 2019 report.

Customer Experience 40

Customer Experience Benchmark Social media contact Best practices 40

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award ! By Mandy Reed, Global Head of Marketing.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Eptica

MARCH 27, 2019

Date: Wednesday, March 27, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Three books that highlight the importance of the Voice of the Customer. Published on: March 27, 2019. Share this page on: Tweet. You might also be interested in these posts: Google, the GDPR, customer experience and trust.

Airlines 66

Airlines Best practices Benchmark Engineering 66

NICE inContact

JULY 14, 2020

This is one of many things we discovered while conducting research for the 2019 NICE inContact Customer Experience (CX) Benchmark. Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger.

Customer Experience 62

Customer Experience Benchmark Customer Support Best practices 62

NICE inContact

JULY 21, 2020

The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.

Benchmark 64

Benchmark Surveys Customer Experience Customer Service 64

NICE inContact

APRIL 30, 2019

That’s what we discovered upon completion of our 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , business wave. To learn more about how businesses and consumers perceive AI, and many other CX topics, download our complimentary report: 2019 NICE inContact Customer Experience Transformation Benchmark.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 59

delighted

FEBRUARY 9, 2021

The response rates are usually qualified by a specific distribution channel or survey type: 33% as the average response rate for all survey channels, including in-person and digital ( SurveyAnyplace, 2018 ) >20% being a good survey response rate for NPS surveys ( Genroe, 2019 ) A realistic response rate range of 5% to 30%.

Surveys 78

Surveys B2C B2B Feedback 78

Totango

FEBRUARY 15, 2019

In addition, there are a few common ratios that allow you to normalize and compare (benchmark) usage patterns. Here are the most common ones. DAU over MAU (DAU/MAU) – This ratio measures how many of the monthly active users are also daily active users.

SaaS 72

SaaS B2C B2B Metrics 72

NICE inContact

MAY 23, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

NICE inContact

MAY 16, 2019

This is exactly what we did as part of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , Business vs. Consumer. Then we compared these results to what over 2,400 customers actually reported in our 2018 benchmark. phone, chat, IVR). appeared first on NICE inContact Blog.

Benchmark 54

Benchmark Contact Center Interactive Voice Response Chatbots 54

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. The ROI for chatbots is very real for businesses that have the discipline to implement these with a focused and agile approach.

Benchmark 54

Benchmark Chatbots Contact Center Surveys 54

NICE inContact

JUNE 26, 2019

We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. Get your free copy today!

Benchmark 59

Benchmark Contact Center Surveys Customer Experience 59

NICE inContact

MAY 8, 2019

The 2019 business wave of the NICE inContact Customer Experience (CX) Transformation Benchmark explores many of these questions at a global level. But these days, digital technology innovations can make it increasingly more complex to serve your customers where and how they want to be served. You won’t be disappointed!

Benchmark 54

Benchmark Contact Center Chatbots Self service 54

NICE inContact

DECEMBER 6, 2018

End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans. How do I prioritize and justify 2019 customer experience improvements? Planning for Success in 2019.

Customer Experience 48

Customer Experience Benchmark Contact Center Technology 48

NICE inContact

JUNE 12, 2019

As we’ve previously reported, our 2018 NICE inContact CX Transformation Benchmark study found that consumers rate online chat as one of the top methods for satisfaction, ease of use, and likelihood to recommend. To find out more about the potential of chat, download the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

Comm100

APRIL 30, 2019

Live Chat Benchmark Report 2019. Download our annual Live Chat Benchmark Report for access to data-informed insights into live chat best practices and optimization. Ultimately, with chat, it’s even easier than ever to cut to the chase, resolve customer issues, and help your agents be more efficient and productive.

Chatbots 75

Chatbots Benchmark APIs Best practices 75

NICE inContact

JUNE 19, 2019

These are just a few examples of the findings from our latest benchmark study. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark is chock-full of insights like these. This points to couple of potential focus areas for contact center leaders. The results are interesting and thought provoking.

Benchmark 55

Benchmark Self service Contact Center Customer centricity 55

Comm100

MAY 13, 2019

According to our 2019 Benchmark Report , interactions that include co-browsing – which allows the agent (with permission) to view and interact with a customer’s web browser in real-time – show customer satisfaction rates that are more than six points higher than the average, at 89.3%. Download Now.

CRM 71

CRM Finance APIs Benchmark 71

NICE inContact

OCTOBER 2, 2019

The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

AWS Machine Learning

FEBRUARY 24, 2023

This dataset consists of human and machine annotated airborne images collected by the Civil Air Patrol in support of various disaster responses from 2015-2019. Two key distinctions are the low altitude, oblique perspective of the imagery and disaster-related features, which are rarely featured in computer vision benchmarks and datasets.

APIs 97

APIs Benchmark Government Analytics 97

Comm100

MARCH 28, 2019

Make sure it’s crystal clear what best practice in your company looks like. Live Chat Benchmark Report 2019. Download our annual Live Chat Benchmark Report for access to data-informed insights into live chat best practices and optimization. So what can be done to prevent this? Download Now.

Benchmark 67

Benchmark Average Handle Time Best practices Surveys 67

NICE inContact

OCTOBER 17, 2019

The business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark analyzes survey results from over 900 contact center professionals in the US, the UK, and Australia. In fact, the consumer wave of the CX Benchmark reports a 14 point increase in use of self-service channels. Download your copy today.

Benchmark 48

Benchmark Self service Chatbots Contact Center 48

Eptica

OCTOBER 23, 2019

Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. Published on: October 23, 2019. National Customer Service Week 2019: The 3 key factors behind successful customer service. Share this page on: Tweet.

Customer centricity 50

Customer centricity Best practices Benchmark Government 50

NICE inContact

JUNE 20, 2019

In our newly released business wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark , we asked more than 900 contact center leaders how satisfied their own customers are with channel-specific experiences — across both agent-assisted and self-service methods of communication.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

NICE inContact

SEPTEMBER 25, 2019

The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics.

Cloud contact 54

Cloud contact Contact Center Benchmark Call Center 54

JustCall

NOVEMBER 25, 2022

According to a Morgan Stanley report, global eCommerce has recently risen from 15% of total retail sales in 2019 to 21% in 2021. Some E-Commerce Intelligence Best Practices. Benchmarking. That is why it is important for companies to benchmark their performance against the competition. Here are some of them.

Sales 52

Sales Marketing Benchmark Metrics 52

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . With an amazing NPS score of 87.5,

Customer centricity 54

Customer centricity Entertainment Enterprise Best practices 54

Education Services Group

DECEMBER 4, 2019

Where previous benchmark surveys have placed customer retention as a business’ highest priority, CRO is an approach that unifies both short-term revenue goals and long-term customer relationships — the core of any Customer Success strategy. And the key to optimizing revenue is Customer Success. Here’s how the two concepts work together.

SaaS 59

SaaS Benchmark Customer retention Sales 59

NICE inContact

OCTOBER 11, 2019

The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers.

Benchmark 48

Benchmark Self service Surveys Contact Center 48

ChurnZero

MARCH 15, 2019

Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Wednesday, March 20, 2019, 2:00 – 3:00 PM EDT. We will share benchmarking data from SaaS Capital’s eighth annual survey of private B2B SaaS companies and hear customer success best practices from ChurnZero.

SaaS 45

SaaS Best practices Morale Benchmark 45