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5 Top Customer Service Articles of the Week 8-9-2021

ShepHyken

Customer Service Benchmark Report – 2021 by Hiver. Hiver) Hiver surveyed 500+ US-based customer service professionals to find out how their teams handle requests – how quickly they respond, what channels they use, what KPIs they track to measure their support quality, and more!

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Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

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Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have?

Nicereply

By comparing your survey results to other companies, you add context to your scores. You might be looking at your latest survey results and wondering…. Why is benchmarking important? Why is benchmarking important? This is where benchmarking is helpful. This is where industry benchmarks come in. Peak Support.

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Your Ultimate Guide to Employee Engagement Surveys

ProProfs Blog

They act as role models to other employees by setting a standard benchmark. The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. What Is the Importance of an Employee Engagement Survey?

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2020 Database Strategies and Contact Acquisition Survey Report

Database benchmarks for education and resource prioritization. Insights detailed within this report include: Tools marketers are using to gain deeper intelligence on current and prospective customers for better targeting and messaging. New tactics to acquire data to reach marketing goals.

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2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard

Callminer

To get the most out of this metric, use it to inform budgeting and infrastructure-related decisions as opposed to using it for agent benchmarking purposes. Exact strategies for improving your call center’s customer satisfaction metric depend on the services you have surveyed your customers on. Customer Effort Score.

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8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

If you count up your complaints, whether by email, snail mail, survey comments or whatever, multiply it by 26 and you have a decent estimate of what percentage of your customers have a problem with your experience. For every customer complaint you get, 26 other unhappy customers remain silent. Not everyone is a complainer.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall experience!

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The State of Customer Experience 2023 Research Report

The Northridge Group’s 7th annual State of Customer Experience 2023 report resulted from surveys of 1000 customers and 250 business leaders and features insights that businesses across all industries can use to benchmark their Customer Service and improve the Customer Experience.

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The ABM Benchmark Survey

In a recent survey with Demand Gen Report, we found 59% of experienced practitioners (those with ABM programs more than a year old) indicated their ABM programs are meeting or greatly exceeding their expectations, while only 45% of novices (those with ABM programs less than one year old) could say the same.

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Benchmark Survey: Employee Training in a Virtual World

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Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

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NEW! 2023 State of CX Research Report Just Released!

Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.