CustomerGauge

JULY 20, 2017

The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge. When it comes to customer loyalty and retention, the technology sector scores an […].

Benchmark 99

Benchmark Technology Customer centricity Marketing 99

IdeasUnlimited

AUGUST 21, 2024

In this context, USA call centers are particularly influential, setting high standards for the industry through their advanced technology, expert training, and commitment to quality. Industry expertise plays a key role in improving client relationships.

industry standards 98

industry standards Call Center Best practices Benchmark 98

ShepHyken

AUGUST 17, 2018

One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. This involves the comparison of certain metrics to that the industry benchmarks and to your competitors. The industry benchmark for FRR is 7 hours.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. These insights offer just a glimpse into the analysis available in the full Live Chat Benchmark Report 2024. Download all the data for free in the link above.

Benchmark 52

Benchmark Wait times Personalization Customer Service 52

Nicereply

MAY 25, 2021

How are other companies in our industry performing when it comes to customer satisfaction? Why is benchmarking important? This is where benchmarking is helpful. This is where industry benchmarks come in. CSAT Benchmarks. NPS Benchmarks. Are these good? How do we compare to our competitors?

Benchmark 111

Benchmark Surveys Entertainment Customer effort 111

ChurnZero

MARCH 23, 2023

Yet, many teams fall well below industry benchmarks. Customer Success benchmark: headcount How many people should be on a Customer Success team? As you can see from the data and these benchmarks, Customer Success teams are short-staffed. The most important part of Customer Success is the team.

Benchmark 52

Benchmark 52

ChurnZero

MARCH 23, 2023

Yet, many teams fall well below industry benchmarks. Customer Success benchmark: headcount How many people should be on a Customer Success team? As you can see from the data and these benchmarks, Customer Success teams are short-staffed. The most important part of Customer Success is the team.

Benchmark 52

Benchmark 52

Transparent BPO

MARCH 11, 2020

.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. “There is a term used in the industry: internal benchmarking,” he said.

Benchmark 71

Benchmark Contact Center outsourcing Schedule adherence 71

Tethr

AUGUST 31, 2021

In this guide, we’ll cover the basics of that new feature: benchmarking for customer effort. What is benchmarking for customer effort? Benchmarking, by itself, is probably a familiar concept for astute readers. So, what is benchmarking for customer effort? How Tethr’s benchmarking feature works. It’s all science.

Benchmark 69

Benchmark Customer effort Metrics Customer emotions 69

Tethr

AUGUST 17, 2021

As proponents of a low-effort approach to CX , we’ve implemented our own benchmarking metrics for customer effort. And those metrics are exactly what CX leaders need to be tracking in order to start benchmarking customer experience. Tethr’s benchmarking feature shows you where you stand. #2 Benchmarking customer experience. #4

Benchmark 76

Benchmark Metrics Customer Experience Customer effort 76

CSM Magazine

FEBRUARY 12, 2024

Corporate events serve as a powerful platform for networking, brand promotion, and industry engagement. To host an event that not only stands out but also resonates within your industry requires careful planning, innovation, and attention to detail. Enlist speakers who are leaders in their field to add credibility and draw crowds.

Entertainment 95

Entertainment Benchmark Transportation Advertising 95

Satrix Solutions

JUNE 15, 2020

Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. On one hand, executives value information about their organization’s performance and how they compare to other companies in their industry. Collectively, we have learned a lot through NPS benchmarking studies.

Benchmark 78

Benchmark B2C Surveys B2B 78

Comm100

JANUARY 18, 2022

Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement. After all, how do you know if a 20 second average wait time is good, if you don’t know what competitors in your industry are achieving?

Benchmark 52

Benchmark Metrics Wait times Quality management 52

Cyara

NOVEMBER 14, 2023

Regardless of the industry you operate in, your phone numbers represent one of your most important assets. Arguably, phone number testing is one of the most important aspects in ensuring an excellent customer experience (CX).

Benchmark 76

Benchmark Customer Experience Call Center 76

ChurnZero

MAY 2, 2024

The 2024 B2B SaaS Benchmarking Survey by SaaS Capital is the most comprehensive and up-to-date source of its kind for SaaS and customer success leaders who want to know where they stand compared to peers and competitors. To find out more about the survey, and see more research and benchmarking data, visit SaaS Capital here.

SaaS 52

SaaS Benchmark B2B Surveys 52

Transparent BPO

MARCH 11, 2020

.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. The post The ROI of Contact Center Benchmarking appeared first on Transparent BPO.

Benchmark 62

Benchmark Contact Center Management Metrics 62

COPC

FEBRUARY 11, 2022

launched the Global Benchmarking Series, 2022. . ’s Global Benchmarking Series delivers monthly reports about timely issues affecting contact centers and customer experience (CX) organizations, covering topics, such as, CX strategies, quality workforce management, channel management, people management and technology.

Benchmark 52

Benchmark Contact Center Best practices Surveys 52

The Northridge Group

AUGUST 23, 2022

Quality Monitoring needs vary by industry, but one industry with very specific and complex Quality Monitoring needs is the healthcare industry. There are a variety of reasons why monitoring calls for the highly regulated healthcare industry is a more complex process than monitoring calls in other industries.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

ChurnZero

NOVEMBER 6, 2020

How can you compare your score to others in your industry, or to any general benchmarks? Below, I’ll walk through some strategies for both external and internal benchmarking, as well as try to convince you that the score itself should be the last thing on your mind. External Benchmarks. Overall Benchmarks.

Benchmark 58

Benchmark Surveys Enterprise Analytics 58

ClientSuccess

MAY 17, 2022

Before we get into benchmarks, let’s take a step back and review what NPS entails. NPS benchmarks. How do you know if your NPS is good, bad, or simply average for your industry? Here are some recognized NPS benchmarks to measure your score against: Consulting – 62. Recap: what is a Net Promoter Score?

Benchmark 52

Benchmark B2B SaaS Metrics 52

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. Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. Free Download: Live Chat Benchmark Report 2021. Download Now.

Benchmark 52

Benchmark Best practices Metrics Customer Support 52

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®. consumers.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

delighted

JANUARY 12, 2021

Find out how your real-time NPS compares to competitors in 20 industries with Benchmarks, our newest in-platform report. With this report, you’ll be able to get an external benchmark for how strong your customer experience is, in quick and simple Delighted fashion. How the Benchmarks report works.

Benchmark 64

Benchmark Feedback Surveys Accountability 64

CCNG

JULY 6, 2022

Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We Which benchmarking studies are worth your time? What professional groups are valuable?

Best practices 195

Best practices CCNG Benchmark Consulting 195

CustomerGauge

JULY 27, 2017

Today we will walk through the NPS achievements, CX strategies and best practices from the consumer brands industry. The post Consumer Brands NPS® Benchmarks appeared first on CustomerGauge. How about why Apple’s MacBook’s NPS is 76 two years in a row? Tesla Motors […].

Benchmark 78

Benchmark Best practices 78

COPC

SEPTEMBER 9, 2022

This partnership will provide the South African contact centre industry with research insights into its market and those it supports, ensuring improvement in professional competency. CCMG’s volunteer board of industry professionals oversees Professional Standards and Competencies for the industry. WINTER PARK, Fla.,

Best practices 101

Best practices Benchmark Consulting Consulting 101

Comm100

AUGUST 31, 2021

To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

Aspect

OCTOBER 19, 2017

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). What We Think: IVR experiences vary by design, a good containment rate for one industry might not be desirable or realistic for another one.

Benchmark 85

Benchmark Interactive Voice Response Gamification Contact Center 85

Comm100

APRIL 9, 2021

Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. To begin, they need to understand how well they are performing compared to others in their industry, as well as those outside of it. Wait times are key to any customer service team.

Benchmark 71

Benchmark Best practices Banking Wait times 71

ShepHyken

SEPTEMBER 11, 2023

Customers don’t just compare you to other companies within your industry. Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. When they create this new way in an industry with a lot of headroom, they will win.”

Automotive 331

Automotive Airlines Benchmark Service level 331

AskNicely

AUGUST 29, 2018

” NPS Benchmarks. Best NPS Benchmarks Are a Result of NPS Best Practices. As an NPS software company, we wanted to dive into NPS benchmark research for a few reasons. So it made sense to show how brands across industries, use cases, and job roles view NPS. NPS Benchmark Study. “What is a Good NPS Score?”

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

ConvergeOne

MARCH 10, 2022

ConvergeOne Achieves an NPS That’s Nearly Double the Industry Benchmark. The score is nearly double the IT services industry benchmark of 42, as reported by ClearlyRated. Our industry-leading NPS substantiates our position as a proven cloud and applications solution provider that creates value for customers.

industry standards 105

industry standards Real estate Benchmark Customer centricity 105

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Below is the definition we use and benchmarks across industries to help you level set your contact center performance. The post How to Benchmark Speed to Answer in Your Industry appeared first on Talkdesk.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. Below is the definition we use and benchmarks across industries to help you level set your contact center performance. The post How to Benchmark Speed to Answer in Your Industry appeared first on Talkdesk.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40