Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.

Customer Experience 48

Customer Experience Complaint resolution Benchmark Metrics 48

Comm100

FEBRUARY 5, 2018

Complaints resolution center info. Free Download] Live Chat Benchmark Report 2018. The latest version of live chat benchmark report is based on real world data and with suggestions from customer service experts. Discover the latest customer service trends and live chat metrics to inform your CX and online sales strategy.

Complaint resolution 52

Complaint resolution Benchmark Self service Contact Center 52

Up Your Service

JANUARY 28, 2020

These standards have a “do this” format and may be clearly expressed in checklists, scripts or metrics that ensure consistent service process and performance. Follow up each complaint resolution within 24 hours. Some simple examples: Answer the phone within 3 rings. Great each customer by their first name.

Complaint resolution 52

Complaint resolution Best practices Journey mapping Scripts 52