Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. So the question is, what can we learn about what works for Customer Experience by looking at trends in NPS? Simplicity is part of the reason that Netflix has fared better in NPS trends than cable companies.

Banking 383

Banking Telecommunications Consulting Consulting 383

GetFeedback

NOVEMBER 25, 2019

A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Click here to download the current industry benchmarks. And if you want to see quarterly benchmark updates, just visit their website. . Customer Satisfaction Score is 76.5%.

Benchmark 117

Benchmark Wireless Airlines Banking 117

Nicereply

MAY 25, 2021

Why is benchmarking important? This is where benchmarking is helpful. This is where industry benchmarks come in. Check out the following benchmarks to see how you compare in CSAT, NPS, and CES, and inspire your own goal setting. CSAT Benchmarks. NPS Benchmarks. How do we compare to our competitors?

Benchmark 111

Benchmark Surveys Entertainment Customer effort 111

ProProfs Blog

MARCH 27, 2019

Many brands have set a trend in terms of customer support and become the benchmark. The post CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support appeared first on ProProfs Learning. Both have their own strengths and when employed successfully, can work synergistically to enhance the customer experience.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

ShepHyken

APRIL 4, 2018

None of these companies or people may be in your industry, but they can be your benchmark for amazing customer service – service that is not based on customer expectations for your industry, but expectations from the best people and companies they’ve ever encountered. Adopt the strategy, but change or tweak it to make it uniquely yours.

industry standards 254

industry standards Benchmark Advertising Sales 254

ShepHyken

JANUARY 20, 2020

Loyalty Trends in 2020: How Will This Year Be Different? The Wise Marketer) We are fans of mapping out industry trends and predictions at the beginning of each year. So, how is our perspective for our loyalty trends in 2020 formed to make it worth your reading time? Live Chat Benchmark Report 2020 Comm100 Network Corporation.

Customer Service 238

Customer Service B2C Entertainment Customer effort 238

CCNG

JULY 6, 2022

And industry benchmarking, trend analysis, and best practices all help shape your strategic decisions. Your professional network provides valuable opportunities to benchmark programs, practices and performance. Seek out peer-to-peer discussion, industry benchmarking studies, and special-interest initiatives.

Best practices 195

Best practices CCNG Benchmark Consulting 195

Global Response

MARCH 12, 2025

Descriptive analytics Descriptive analytics focus on using past data to look for patterns and trends. Knowing these trends can help you plan how to assist customers in the future. Historical data, on the other hand, keeps track of trends, patterns, and recurring customer pain points.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

AWS Machine Learning

NOVEMBER 15, 2024

This trend toward multimodality enhances the capabilities of AI systems in tasks like cross-modal retrieval, where a query in one modality (such as text) retrieves data in another modality (such as images or design files). All text-to-image benchmarks are evaluated using Recall@5 ; text-to-text benchmarks are evaluated using NDCG@10.

Benchmark 107

Benchmark Enterprise Construction Engineering 107

ShepHyken

JANUARY 16, 2023

Top Customer Experience Trends You Should Watch in 2023 by Scott Clark. Here’s a look at the top CX trends that brands should be aware of in 2023. My Comment: We’re still in January, which means people are still publishing their predictions and trends for 2023. Customers love it when you know and understand them.

Customer Service 41

Customer Service Benchmark Customer centricity Customer Experience 41

ShepHyken

OCTOBER 4, 2019

It can capture customer data including average spend, visit frequency, lifetime value, itemized purchases, and competitive benchmarks. Dwayne is insightful when it comes to industrial challenges, emerging customer service trends, and how businesses overcome related challenges. Principle #2 Re-engage customers.

Benchmark 309

Benchmark Customer retention Feedback Consulting 309

SQM Group

FEBRUARY 6, 2025

Let's explore the 2024 FCR benchmark results. Highlighting trends, challenges, and advancements.

Benchmark 69

Benchmark Call Center 69

3CLogic

MARCH 27, 2025

By analyzing citizen inquiries and service trends, agencies can identify common pain points, streamline workflows, and eliminate procedural roadblocks that often frustrate citizens. As government agencies continue to innovate, the strategic integration of AI will be key to building more resilient, responsive, and future-ready communities.

Government 96

Government Self service contact center solutions Contact Center 96

TeleDirect

DECEMBER 19, 2024

By analyzing historical data and current trends, we ensure that no call goes unanswered and response times remain swift. At TeleDirect, we invest heavily in ongoing training programs to ensure that our team stays ahead of industry trends and is equipped with the skills to handle any customer interaction efficiently.

Call Center 62

Call Center Average Handle Time First call resolution Benchmark 62

CCNG

JULY 11, 2020

Industry benchmarks, trend analysis, and accepted best practices all help shape your strategic decisions. Conversation, candid discussion and knowledge sharing with a trusted network of experienced peers is an effective way for us to navigate this constantly changing industry.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. Read more on Customer Success industry trends: . However, 76.5%

SaaS 98

SaaS Metrics Best practices Benchmark 98

ShepHyken

SEPTEMBER 4, 2017

Technology NPS Benchmarks by CustomerGauge. We rounded up 10 great tips and insights from some of the best experts in the industry to help you stay on top of important topics and trends. One of the leading trends in customer service is a much stronger emphasis on visual support methods. There is something here for everyone.

Customer Service 163

Customer Service Benchmark Customer Care Finance 163

AWS Machine Learning

DECEMBER 3, 2024

NR AI responds by analyzing current performance data and comparing it to historical trends and best practices. This collaboration between AWS and New Relic opens up possibilities for building more robust digital infrastructures, advancing innovation in customer-facing technologies, and setting new benchmarks in proactive IT problem-solving.

Customer Experience 105

Customer Experience Engineering Enterprise Benchmark 105

Joe Rawlinson

MAY 17, 2022

Now, the question is—what are the metrics and figures to benchmark for every industry? As with previous benchmark reports, the numbers have been consistently high for these industries. Spend some time researching trending hashtags, and use ones that are relevant to the campaign. Average Cost per Click (CPC). Photo by LOCALiQ.

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

PeopleMetrics

FEBRUARY 27, 2025

Automated Competitive Benchmarking Relationship surveys often include a competitive comparison section, but traditional benchmarking has been slow and limited by sample sizes. But while AI can surface trends, humans still need to decide on the best course of action.

Surveys 62

Surveys Benchmark Wait times Self service 62

Fonolo

NOVEMBER 22, 2022

Contact Center Trends 2023. Benchmark Portal: Contact Center Manager Certification. Benchmark Portal promotes on demand training and self-paced learning for contact center professionals through their online courses! More on Benchmark Portal’s Contact Center Manager Certification ?.

Call Center 147

Call Center Management Benchmark Contact Center 147

Comm100

FEBRUARY 6, 2023

One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. This is why it’s so important for financial institutions to know the trends and expectations their existing and potential customers have regarding the customer experience. What is Customer Experience in the Financial Industry?

Customer Experience 97

Customer Experience Brand ambassadors Self service Chatbots 97

AWS Machine Learning

FEBRUARY 12, 2025

By using the same evaluator model across all comparisons, youll get consistent benchmarking results to help identify the optimal model for your use case. The following best practices will help you establish standardized benchmarking when comparing different foundation models. 0]}-{evaluator_model.split('.')[0]}-{datetime.now().strftime('%Y-%m-%d-%H-%M-%S')}"

Metrics 94

Metrics Engineering APIs Benchmark 94

Interaction Metrics

JANUARY 31, 2025

They provide customized reporting and analysis, survey deployment via email, SMS, and phone, and national benchmarking to compare against competitors. Their surveys are available in over 75 languages and integrate historical survey data for trend tracking. NBRI NBRI specializes in market research and customer expectations analysis.

Surveys 62

Surveys Metrics Benchmark Consulting 62

PeopleMetrics

JANUARY 24, 2022

Over the past few years, I have noticed 3 key trends that have shaped the work we do going forward: Massive investments in Artificial Intelligence (AI) – from text analytics to automated service recovery, the CX industry has embraced AI. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

B2B 90

B2B Journey mapping B2C Benchmark 90

Nicereply

DECEMBER 17, 2024

In this sense, CES can almost act as a gauge of how well a company is doing against its benchmarks and those of competitors. Set Benchmarks and Goals All too many SaaS companies get caught up in CES data collection that they forget the reason they’re doing it altogether: to improve team and product performance.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

Fonolo

DECEMBER 8, 2020

Read All the Contact Center Trends Here: Contact Center Trends 2021. Read All the Contact Center Trends Here: Contact Center Trends 2021. The lasting impact is going to be a new bar of customer service that surpasses pre-COVID benchmarks, which is great news for customers!”

Contact Center 154

Contact Center Benchmark Technology Wait times 154

Calabrio

MARCH 7, 2025

What exactly does it mean, how is it measured, and what are the current industry trends? By calculating the rates of agent turnover and attrition, you can not only understand changes in your workforce composition over time but also compare your trends to others across the industry. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

TeleDirect

MARCH 20, 2025

Call auditing helps ensure that customer interactions meet established quality benchmarks while identifying areas for improvement. Regular QA Monitoring Consistent monitoring helps maintain high standards and identify trends or recurring issues. Data-Driven Insights Leverage analytics to spot patterns and trends from audited calls.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

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. This trend highlights live chat’s growing prominence as a preferred communication tool. Download all the data for free in the link above.

Benchmark 52

Benchmark Wait times Personalization Customer Service 52

24-7 InTouch

MARCH 11, 2025

To enhance insights, IntouchCX provided detailed reports on behavioral trends, equipping developers with data-driven strategies to refine their approach to community safety. This case study highlights how structured, scalable moderation can transform player experiences, setting a benchmark for the industry at large.

Benchmark 52

Benchmark 52

ShepHyken

APRIL 13, 2018

As has been widely noted in today’s marketplace, your customers’ opinions and expectations – for good or bad, reasonable or not – are your company’s new benchmark. These are handy for identifying overall trends that can influence business decisions. Polls can be implemented on your website, through social media, and even by text.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

NobelBiz

DECEMBER 3, 2024

Aids in Strategic Planning Long-term forecasting provides critical insights into trends and patterns, empowering call centers to anticipate future demands. This involves analyzing historical data, considering seasonal fluctuations, and factoring in external influences such as industry trends or economic conditions.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Fonolo

FEBRUARY 18, 2021

Check your past metrics and data reports, and analyze them for any trends that might be useful. Most of this information will be qualitative data, meaning you’ll need to take some time to assess their feedback and draw trends from their responses. Create a benchmark for success. Dive into your data history.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Callminer

NOVEMBER 25, 2019

Call on experienced managers for guidance in setting up benchmarks. “Experienced call center managers are helpful in setting up the initial performance benchmarks for a new outbound call center program. These benchmarks are, at first, estimated based on the past performance of similar outbound call center projects.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

CX Global Media

SEPTEMBER 17, 2018

They mine and interpret the data to spot indicators and trends that reveal when empathy and customer value is in jeopardy – and they act on it. They Avoid Benchmarking: High-performing contact center leaders do not waste a lot of time benchmarking their contact center performance.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

Toister Performance Solutions

MARCH 11, 2021

A report from Benchmark Portal found that agent satisfaction has remained fairly high. This post examines a few of the positive trends along with some areas for concern that must be addressed. Benchmark Portal's last Agent Voices Report was released in 2015. Others saw their businesses dry up and were forced to lay people off.

Contact Center 121

Contact Center Benchmark Surveys Feedback 121