Amity

OCTOBER 5, 2015

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. Other activities that are harder to measure in absolutes might be more challenging, like weighing the importance of a quarterly account review.

Management 61

Management SaaS Benchmark Accountability 61

CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers.

Banking 52

Banking Benchmark Surveys Accountability 52

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper. White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

NICE inContact

NOVEMBER 9, 2018

Add to this, that agents must often interact with dozens of business systems and applications to research account history, order status, returns, billing and payment errors, support recommendations and more. There are several industry standard KPIs that can help you measure and benchmark your contact center performance.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? I was young and self-motivated which worked well for me and the company that hired me.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? I was young and self-motivated which worked well for me and the company that hired me.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

More than that, I was learning all the time about accounting, processes, technology and working within a team. Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? I was young and self-motivated which worked well for me and the company that hired me.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Your order number or account number (you can find your order number at the top right-hand corner of your confirmation email).”

First call resolution 63

First call resolution Metrics Best practices Customer Service 63

delighted

AUGUST 23, 2019

Is this about a white paper that they read? Customers are confused about how a feature works or are having trouble setting up their account. Rebecca Sherman, Head of Account Management and Ad Operations at The Hustle and a Delighted customer. But, you need to learn WHY they are. Okay, is this about our services?

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Before Hertz shifted from a marketing-centered social media strategy to a jointly-owned system in 2014, the marketing department had control over the company’s social media accounts. What account-specific info can be given online? 30% Customer Care.

Customer Service 68

Customer Service Customer Care Morale Marketing 68

Fonolo

MAY 31, 2018

Speed is arguably the most significant benchmark for every single customer service interaction today. In the chart below, Sprout Social has ranked the ways in which social media promotes brand accountability: In 2018, customer service teams must actively monitor and prioritize replies on social media, a court of inscrutable public opinion.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86