ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service.

Customer Service 225

Customer Service Technical Support Benchmark Best practices 225

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. Sure, he looked the best but stood out like a sore thumb compared to the others. RELATED POST: 6 Customer Service Facts For Every Business. Just Hangs There and Does Little.

Customer Service 204

Customer Service Benchmark Best practices Customer Care 204

Comm100

SEPTEMBER 4, 2022

Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

Ansafone

MAY 12, 2025

Once a frustrating norm in customer service, its exactly the kind of experience that todays consumers no longer tolerate. Businesses now need to reconsider what customer service really means, with a focus on building trust, offering convenience, and making every interaction feel seamless. Sound familiar?

Customer Service 62

Customer Service Interactive Voice Response Brand ambassadors Feedback 62

Totango

JUNE 24, 2022

Success outcomes can be standardized for every customer journey phase, including freemium upgrades, onboarding , adoption , renewal , expansion , and brand advocacy. SaaS success outcomes can be defined in terms of measurable digital benchmarks. Key performance indicators should be defined for each customer journey stage.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? On its face, Voice of the Customer (VoC) refers to just what it sounds like: what your customers have to say.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

COPC

MAY 31, 2022

has launched its Global Benchmarking Series (GBS). The series is a 12-month research effort that addresses timely issues affecting contact centers and customer experience. The original purpose was to set the precedent of what outsourced customer contact suppliers should deliver to buyers. Implement best practices.

Best practices 101

Best practices Customer Experience outsourcing Consulting 101

LiveVox

NOVEMBER 10, 2023

AI benchmarks stand as the North Star for contact center operators, leading the way towards excellence and best practices that will set the next standard. The post AI Benchmarks in Customer Service: Prepping For the Enhanced Contact Center appeared first on LiveVox.

Benchmark 74

Benchmark Contact Center Customer Service Best practices 74

AWS Machine Learning

NOVEMBER 15, 2024

MM-RAG systems can also enable enhanced customer service AI agents that can handle queries that involve both text and images, such as product defects or technical issues. All text-to-image benchmarks are evaluated using Recall@5 ; text-to-text benchmarks are evaluated using NDCG@10. This example uses ml.g5.xlarge,

Benchmark 111

Benchmark Enterprise Construction Engineering 111

AWS Machine Learning

OCTOBER 2, 2024

Whether you are developing a customer service chatbot or a virtual assistant, there are numerous considerations to keep in mind, from defining the agent’s scope and capabilities to architecting a robust and scalable infrastructure. Amazon Bedrock Agents has built-in versioning capabilities to help you with this key part of testing.

Best practices 100

Best practices APIs Metrics Accountability 100

ShepHyken

APRIL 11, 2017

First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?” Shep Hyken is a customer service and experience expert , best-selling author and your host of Amazing Business Radio.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. Chapter 2: The state of customer service in government today.

Government 98

Government Best practices Customer Service Chatbots 98

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Published on: October 22, 2021.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

AWS Machine Learning

DECEMBER 3, 2024

For instance, you can investigate a sudden spike in web service response times or a slow database. NR AI responds by analyzing current performance data and comparing it to historical trends and best practices. The following diagram illustrates the workflow.

Customer Experience 108

Customer Experience Engineering Enterprise Benchmark 108

Fonolo

SEPTEMBER 25, 2018

As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. A company’s CS standards can set them apart if they always aim to go above and beyond for customers.

Customer Service 110

Customer Service Best practices Contact Center Call Center 110

AWS Machine Learning

NOVEMBER 1, 2024

In this post, we explore the best practices and lessons learned for fine-tuning Anthropic’s Claude 3 Haiku on Amazon Bedrock. We discuss the important components of fine-tuning, including use case definition, data preparation, model customization, and performance evaluation.

Best practices 99

Best practices APIs Finance Engineering 99

CCNG

JULY 11, 2020

Once again, your ability to navigate a constantly changing environment and overcome new challenges will determine your ability to deliver great customer service and continued success. Industry benchmarks, trend analysis, and accepted best practices all help shape your strategic decisions.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

ProProfs Blog

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Fonolo

NOVEMBER 22, 2022

This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Benchmark Portal: Contact Center Manager Certification. More on Benchmark Portal’s Contact Center Manager Certification ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

Comm100

JANUARY 7, 2020

. – Brian Cantor, Principal Analyst & CCW Digital Director, Customer Management Practice. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. Free Download: Live Chat Benchmark Report 2020. Here’s the proof.

Benchmark 69

Benchmark Wait times Chatbots First call resolution 69

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Educating on self-service results in a better customer experience. Cory Peace @simplr.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Tethr

AUGUST 13, 2020

At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. Michael Vermillion, Vice President and General Manager, Customer Service Practice at J.D.

Customer Experience 120

Customer Experience Benchmark Best practices Big data 120

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. How did agent and customer experience change, and what does this mean for 2021?

Benchmark 59

Benchmark Best practices Metrics Customer Support 59

OctopusTech

JULY 27, 2022

Call centers quality monitoring plays the most important role in delivering customer service. Call quality is the effectiveness and efficiency of the discussion between customers and call center agents. As per the report by Forbes, almost 96% of users leave the brand if they get poor service. What Is Call Quality?

Best practices 62

Best practices Call Center Scripts Contact Center 62

delighted

JUNE 8, 2021

Delighted’s benchmark email survey response rate hovers around 15%. . Letting your customers know that they’ll receive a promo code or be entered in a prize drawing for completing the survey can go a long way to get you the feedback necessary to improve retention, satisfaction, and other factors key to your customer service strategy.

Best practices 91

Best practices Surveys Feedback Construction 91

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Customer service diminishes. InsO International changed the call center and customer service arena by pioneering the world’s first hybrid call center solution. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Peter Lavers

JULY 7, 2015

What’s staff turnover like vs. sector and regional benchmarks? Where does Social Listening fit and is it connected with Customer Services? Our diagnostic tools can help you quantify any gaps to best practice and prioritise the actions to improve. Is there evidence of staff progression? Data & Technology.

Customer centricity 165

Customer centricity outsourcing Morale Benchmark 165

AWS Machine Learning

NOVEMBER 19, 2024

Hear from customer speakers with real-world examples of how they’ve used data to support a variety of use cases, including generative AI, to create unique customer experiences. In this session, learn best practices for effectively adopting generative AI in your organization.

APIs 107

APIs Enterprise Best practices Government 107

GetFeedback

NOVEMBER 30, 2018

Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over. Best practices for live chat customer service.

Customer Service 94

Customer Service Surveys Best practices Accountability 94

JustCall

DECEMBER 24, 2022

12 Customer Service Improvement Strategies and Best Practices. In today’s era, customers demand top-notch customer service. The bar is raised so high that roughly 61% of customers would switch to another brand after a single bad customer service experience!

Best practices 52

Best practices Customer Service Customer centricity Self service 52

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. Table of Contents.

Customer Service 97

Customer Service Chatbots Best practices Surveys 97

Eptica

MAY 13, 2020

Date: Wednesday, May 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: why you can learn from the classics. Excellence, then, is not an act, but a habit, Aristotle Excellence is a matter of continual and constant good practice. Caring for your customers during COVID-19.

Customer Service 79

Customer Service Benchmark Best practices Banking 79

JustCall

APRIL 20, 2022

Employing customer service best practices should be the biggest priority for businesses in 2022. Did you know 1 in 3 consumers would consider switching companies after one bad customer service experience? Of course, the task is far from easy but with the right tools and best practices, it is achievable.

Best practices 52

Best practices Customer Support voip Coaching 52

COPC

MAY 31, 2022

has launched its Global Benchmarking Series (GBS). The series is a 12-month research effort that addresses timely issues affecting contact centers and customer experience. The original purpose was to set the precedent of what outsourced customer contact suppliers should deliver to buyers. COPC CX Standard & Best Practices?.

Best practices 52

Best practices outsourcing Consulting Consulting 52