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. Back-end conversion rates.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CSM Magazine

MARCH 26, 2025

Continuous education involves more than glancing at release announcements it includes testing beta features, benchmarking real world results, and actively sharing insights. A 2024 survey identified Spring Boot as the most adopted Java framework at 62%, with Quarkus at 15% and Micronaut at 10%.

Finance 52

Finance Benchmark Enterprise Surveys 52

Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. And we know from experience: having the right survey tool is just one partbut a critical part of your survey success. If you’re ready to discuss the best survey software for your company, skip this article and click here to contact our team.

Surveys 48

Surveys Enterprise B2B Analytics 48

Totango

DECEMBER 28, 2021

Follow up initial training with continuing education opportunities for successful team members. Consider making paid continuing education a perk to help attract top talent. Another way to check-in with customers is by sending periodic satisfaction surveys. Assign mentors to staff members to assist with on-the-job training.

Best practices 102

Best practices Benchmark Education Surveys 102

Education Services Group

MARCH 13, 2020

Ignoring the impact of education on Customer Success simply isn’t an option. When Customer Success (CS) and Education Services (ES) teams are successfully aligned, product usage rates go up, and churn rates go down. Education within the customer lifecycle. Trained customers see 135% increase in product usage. Learn More.

Education 52

Education Benchmark Metrics Surveys 52

HGS

SEPTEMBER 6, 2017

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Education and patient record materials in the system’s EHR and patient portal. All of those measures are important, of course.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

ProProfs Blog

DECEMBER 21, 2020

Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark. Post-chat survey feedback. With post-chat survey feedback , you can understand customer mindset and what factors lead them to switch from your brand. Surveys work well in this scenario. Let’s dive in!

Surveys 148

Surveys Benchmark Feedback Sales 148

Nicereply

DECEMBER 28, 2021

Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have? You might be looking at your latest survey results and wondering… Are these good? This is where benchmarking is helpful. By comparing your survey results to other companies, you add context to your scores. How do we compare to our competitors?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Comm100

AUGUST 21, 2023

Objective benchmark : Standardized tests provide schools with a consistent measure that can be compared across all students. This allows them to evaluate students from diverse educational systems and backgrounds on a common scale, helping to make the admissions process fairer and remove biases.

Education 52

Education Benchmark Analytics Surveys 52

GetFeedback

OCTOBER 4, 2019

Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being driven by customer experience (CX) it’s one of the most important things an organization can do. Why survey data collection should be a company priority. How to collect survey data .

Surveys 60

Surveys Feedback Benchmark Education 60

ProProfs Blog

OCTOBER 25, 2021

All you need to do is customize the survey templates based on your business requirements. Best customer feedback software offers different channels to collect data like surveys, website questionnaires, social and community feedback, online reviews, forms etc. There is also an option to set recurring surveys. Customization .

Feedback 148

Feedback Surveys Enterprise Analytics 148

GetFeedback

JULY 19, 2019

A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.

Airlines 123

Airlines Benchmark B2C Surveys 123

Interaction Metrics

JULY 29, 2024

In this episode of the Agile Brand podcast with Greg Kihlström, Martha Brooke discusses the science of CX surveys. Martha touches on why most customer experience programs aren’t scientific, how you can become more scientific in your approach, and when and how to use AI in your survey program. Customers have priorities.

Surveys 62

Surveys Construction Banking Metrics 62

AWS Machine Learning

APRIL 22, 2024

survey revealed that 87 percent of business leaders expect to increase their organization’s investment in sustainability over the next years. Organizations are facing ever-increasing requirements for sustainability goals alongside environmental, social, and governance (ESG) practices. A Gartner, Inc.

Best practices 139

Best practices Benchmark Transportation Engineering 139

Callminer

AUGUST 1, 2017

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. According to the Deloitte survey , it takes about $12k to replace an average call center agent.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. Benchmark against competitors To gain a competitive edge, it’s essential to benchmark your VoC program against others in your industry.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Calabrio

APRIL 8, 2025

Despite relying on surveys and focus groups, as well as tools like contact center sentiment analysis, to help them do so, many organizations struggle to get a real sense of how customers feel. This allows you to understand how customers truly feel across the board, not just the opinions of those motivated enough to respond to a survey.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

SharpenCX

SEPTEMBER 8, 2021

Jobvite’s annual Job Seeker Nation survey found that 34% of employees have left a job in the first 90 days at some point in their careers. It’s so hard to gauge how you measure up against expectations without a clear sense of benchmarks and goals. This will keep things varied, but also give consistent education through the early weeks.

Call Center 128

Call Center Coaching Contact Center Feedback 128

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Key Findings. Executive Buy-in and Advocacy.

Marketing 80

Marketing Best practices Benchmark Enterprise 80

Totango

MAY 6, 2021

Increasing adoption through product education. Educate them about what your product can do to make sure their expectations are realistic given available resources. Frame their goals in terms of measurable KPIs and benchmarks, which provides transparency about their objectives and enables you to automatically track their progress.

Customer retention 76

Customer retention Best practices Education Benchmark 76

Nicereply

NOVEMBER 30, 2021

In fact, the Client WinBack Benchmark Study found that 26% of clients return with a strategic win-back campaign, their customer lifetime value doubles, and the ROI for reactivating past clients is 32X or more. That can easily be done by asking for customer feedback through surveys. What caused you to leave our company?

Surveys 104

Surveys B2C Benchmark Accountability 104

GetFeedback

NOVEMBER 30, 2018

Actually, according to the 2018 Customer Service Benchmark report , the average live chat response time is just two minutes, whereas the average response time for an email is 12 hours. I have a survey with fields I thought I had set up to sync with Pardot, but I do not see responses in Pardot. Visitor: It is called “Our CSAT Survey!”.

Customer Service 94

Customer Service Surveys Best practices Accountability 94

Expivia

NOVEMBER 20, 2020

This way we can make marketing decisions based on what the customers say first hand, instead of doing countless surveys. I have received pushback before from using a blanket statement and saying that the benchmark SLA should be 80/30. (80% This way, we can tell if there is an issue with a specific agent, and continue to educate them.

Analytics 98

Analytics Morale Finance Benchmark 98

CSM Magazine

DECEMBER 4, 2023

A recent survey reveals that a significant 75% of investors believe companies should prioritize addressing ESG imperatives, even if it means foregoing short-term profitability. Moreover, benchmarking against industry standards offers insights into their ESG performance, highlighting areas of excellence or improvement.

Government 105

Government Morale Finance industry standards 105

NobelBiz

OCTOBER 24, 2023

Post-interaction surveys to gather insights. Encouraging post-call surveys to gather feedback. Gather Data Use surveys, feedback, analytics, and other tools to collect data on customer interactions. Start by conducting surveys and interviews to gather insights into customer preferences, pain points, and expectations.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Comm100

MAY 20, 2022

adults surveyed now say that they’re online “almost constantly”. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. Pre-chat surveys are also simple but effective live chat tools that help customers feel like their needs are understood. 31% of U.S. Power’s latest U.S.

Wait times 97

Wait times Benchmark Sales Personalization 97

Totango

APRIL 26, 2019

Provide regular surveys and feedback forums, and log common queries and pain points in your customer success platform. You should be able to effectively track the number of surveys, direct questionnaires, and customer forums against the frequency of customer responses. How it is Measured. How it is Measured.

Metrics 94

Metrics Benchmark Surveys Education 94

GetFeedback

JUNE 12, 2019

Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. First, map your NPS survey data to each step of the customer journey. Our advice for leveraging your NPS data included two action items.

Surveys 79

Surveys Feedback Benchmark Education 79

Fonolo

APRIL 19, 2018

You may think that watching movies and television shows is something you do for sheer amusement – providing little educational value. All three options in the survey would basically rate Carol’s service as “exceptional”. Understanding Industry Benchmarks. Well, think again! She simply says, “Computer says no!”.

Customer Service 101

Customer Service Entertainment Airlines Benchmark 101

VirtualPBX

JULY 9, 2020

Note how the content is neatly stacked and categorized, making for an easy and educational read! “ 33 percent of buyers surveyed rated the option of live chat during the research stage of their buying journey as one of the top three requirements for a best-in-class supplier.” Use Live Chat to Boost Your Communications Game.

B2B 100

B2B Self service Best practices Virtual Agent 100

Totango

APRIL 11, 2019

If, for example, your customer is a B2B enterprise, incorporate benchmarked metrics such as search volume, email clicks, and lead conversion over time into your health scores. For example, the frequency of escalations may be a better indication of success for your customer than the frequency of survey responses.

Metrics 90

Metrics Upselling Accountability Enterprise 90

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Customer Success Around the Web.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Key Findings. Executive Buy-in and Advocacy.

Marketing 66

Marketing Best practices Benchmark Enterprise 66

delighted

AUGUST 26, 2022

Organizations calculate employee retention in order to benchmark and monitor their retention rates over time. You can also measure employee turnover by surveying your employees about their intent to stay. In a survey conducted by SHRM , 68% of HR professionals said that recognition was important for employee retention.

Surveys 89

Surveys Feedback Benchmark Management 89

Answer Dash

OCTOBER 15, 2018

Appropriately, the 2018 Demand Gen Benchmarks Report found that 70 percent of marketers say their demand-generation budgets are growing, and a third of them said they will grow by more than 20 percent. The Demand Gen Benchmark report found that 49 percent of respondents identified account-based tools as a top priority.

B2B 76

B2B Marketing Customer Experience Benchmark 76

delighted

APRIL 24, 2024

With Delighted Surveys, it’s incredibly easy to create surveys and ask your customers whatever you want to know. We’re excited to share our new, curated collection of 50+ ready-made surveys. And that’s not all – you can also customize the survey questions to your use case with the help of AI.

Feedback 52

Feedback Surveys Best practices Benchmark 52