Totango

AUGUST 23, 2022

Administering customer satisfaction surveys. White papers. As renewal approaches, a customer satisfaction survey may be emailed to the customer or solicited via in-app messages to assess a customer’s propensity to renew. Customer satisfaction surveys. Delivering customer support. Making upsell offers. Blog content.

B2B 122

B2B Journey mapping SaaS Upselling 122

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper.

B2C 90

B2C B2B Benchmark Best practices 90

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. What’s more interesting is that only 8% of the organisations surveyed said that they have all of their channels connected. I admit it’s one of the tamer tracks.

Multichannel 86

Multichannel Best practices Benchmark Surveys 86

CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers. The selection of customers span the UK, 27% are based in London and 50% of customers are aged between 26 and 42.

Banking 52

Banking Benchmark Surveys Accountability 52

Fonolo

APRIL 24, 2018

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations.

Contact Center 57

Contact Center Call Center Self service Surveys 57

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. There are several industry standard KPIs that can help you measure and benchmark your contact center performance. But contact centers are not built to serve managers, they are built to serve customers. Most interactions occur over the phone.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Comm100

JANUARY 21, 2020

Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. Comm100’s 2020 Live Chat Benchmark Report found that 74.5 This post is the second of two that are based on our Omnichannel white paper. White Paper.

B2C 40

B2C B2B Benchmark Best practices 40

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Why Customer Satisfaction Surveys are Not Customer-Centric article. Customer Survey Actions & Feedback to Customers BKM: Boeing, Motorola, Symantec. 3 2009 Customer Experience Management Benchmark Study, Strativity Group.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

DECEMBER 4, 2017

Want to gain some additional knowledge on how your contact center issues stack up against industry benchmarks? View the on-demand webinar with Strategic Contact’s Lori Bocklund to see why the Survey says “It’s Not Just You”: Top Contact Center Challenges & How to Solve Them.

Contact Center 48

Contact Center Customer Experience Gamification Benchmark 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 48

8x8

JANUARY 3, 2018

Other companies provide research and analysis based on a plethora of collected data points, from surveys and data collection, social media, consultancy and benchmark studies.

Metrics 48

Metrics Customer Experience Contact Center CRM 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 63

First call resolution Metrics Best practices Customer Service 63

delighted

AUGUST 23, 2019

Is this about a white paper that they read? This is where customer experience surveying comes in. Customer experience surveys are designed to provide you both quantitative (numerical metrics) and qualitative (written feedback) data that offer much more context together than analytics alone. Is this about our products?

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. A recent ExecsInTheKnow benchmark found that when asked which department in their organization is primarily responsible for social media engagement, the companies surveyed answered as follows: 49% Marketing/PR. 30% Customer Care.

Customer Service 68

Customer Service Customer Care Morale Marketing 68

Fonolo

MAY 31, 2018

Speed is arguably the most significant benchmark for every single customer service interaction today. When there’s confusion, when the customer has to repeat themselves, that’s when they are going to hit the company negatively on a survey rating. Businesses can never be too fast to reply, react, or resolve an issue.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86