CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys.

Surveys 72

Surveys Marketing Benchmark Best practices 72

Education Services Group

JUNE 18, 2018

Chief among them is what qualities define an ideal CSM and what are Customer Success best practices. That’s why their end goal is a happy AND successful customer who has their benchmarks met and exceeded because of their CSM. We understand the nature of the CSM role and creating clear and practical best practices for it.

Customer retention 45

Customer retention Management outsourcing Best practices 45

Comm100

JANUARY 21, 2020

Here are four elements to consider, plus some customer service best-practices to make the most of them: 1. Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 Free Download: Customer Engagement 2020 White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

NICE inContact

NOVEMBER 9, 2018

There are several industry standard KPIs that can help you measure and benchmark your contact center performance. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

ClearAction

FEBRUARY 7, 2016

Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2).

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 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. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

First call resolution 54

First call resolution Metrics Best practices Customer Service 54

Eptica

JULY 21, 2019

It does not contain 50,000 words of black ink on off-white paper and doesn’t wax lyrical about another framework that will solve all of your CX ills. Delivering best practice in Voice of the Customer programs. So, I wrote a book about it and, not surprisingly, it’s called Punk CX. Share this page on: Tweet.

Multichannel 86

Multichannel Best practices Benchmark Surveys 86

CCNG

OCTOBER 26, 2022

Benchmarks, research and industry best-practices all help shape strategic decisions. Understanding how information applies in your environment is often best achieved through candid conversation with peers. For a complete list of all 24 best practices you can use this link for a copy of the full white paper.

Best practices 195

Best practices CCNG Benchmark Personalization 195