Beyond Philosophy

JANUARY 2, 2019

Sign up for webinars. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. It is difficult to do, but it facilitates these changes in behavior that you need to be successful in improving your experience. Always be educating.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

ChurnZero

DECEMBER 21, 2022

If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. WIth that, here are ChurnZero’s top five most-attended and most-watched webinars from 2022.

SaaS 98

SaaS Benchmark Metrics Consulting 98

ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 98

Benchmark SaaS Metrics B2B 98

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts. If you missed the webinar, you can watch it on-demand. How does your company stack up to its peers in this regard? Q&A Recap.

Benchmark 98

Benchmark SaaS B2B B2C 98

NICE inContact

AUGUST 19, 2019

Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc. Bruce Belfiore – CEO and Senior Research Executive , Benchmark Portal.

Benchmark 55

Benchmark Contact Center Best practices Enterprise 55

NICE inContact

AUGUST 19, 2019

Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc. Bruce Belfiore – CEO and Senior Research Executive , Benchmark Portal.

Benchmark 54

Benchmark Contact Center Best practices Enterprise 54

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. .’s

Benchmark 52

Benchmark Contact Center Best practices Surveys 52

ClientSuccess

MAY 17, 2022

Before we get into benchmarks, let’s take a step back and review what NPS entails. NPS benchmarks. Here are some recognized NPS benchmarks to measure your score against: Consulting – 62. These benchmarks can help serve as a way to gauge how your team is performing when it comes to serving customers.

Benchmark 52

Benchmark B2B SaaS Metrics 52

Contact Center Pipeline

JULY 7, 2017

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM). On the back of this, here is a bite-sized version of the most valuable takeaways from the day. Refining the QM Performance Cycle Step […].

Contact Center 174

Contact Center Best practices Benchmark Coaching 174

ChurnZero

JUNE 23, 2023

The reports benchmarks are segmented by annual contract value (ACV) and annual recurring revenue (ARR) for relevance. To break down the findings, we hosted a webinar with SaaS Capital Managing Director Rob Belcher and ChurnZero CEO You Mon Tsang. In other words, the larger the contract, the higher the NRR.

Benchmark 52

Benchmark Customer retention SaaS B2B 52

Toister Performance Solutions

APRIL 30, 2019

I recently hosted an "Ask Me Anything" webinar. The webinar wasn't recorded due to a technical issue. In other words, I didn't launch the webinar properly so the recording could be saved. Employees often think they're doing better than they really are because there's no benchmark for great work.

Customer Service 61

Customer Service Advertising Feedback Surveys 61

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Check out our top five Customer Success webinars brought to you by ChurnZero in 2021.

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

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. You can watch the webinar in full here, or scroll on to discover four essential insights from this year’s survey.

SaaS 52

SaaS Benchmark B2B Surveys 52

ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 52

Benchmark SaaS Metrics B2B 52

GetFeedback

JULY 19, 2019

It is a challenge to broadly benchmark these indicators because the number of variables is infinite. This is why organizations should begin by establishing internal benchmarks through a pilot program. . The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Check out the full webinar recording here.

Airlines 123

Airlines Benchmark B2C Surveys 123

Lumoa

DECEMBER 8, 2022

Recently, we organized a webinar about how to integrate public reviews using Lumoa where “that cool guy Garen” showed: How to bring public reviews in Lumoa within minutes. How to add your competitors’ public reviews to the mix, so you can get a reliable benchmark and win in the market.

Customer Experience 88

Customer Experience Benchmark APIs Marketing 88

Amity

DECEMBER 11, 2017

In this webinar, you will learn about: Efficient processes for content creation and revision. Goals and benchmarks for onboarding success. For a full how-to around the art and science of effective customer onboarding, register for the webinar. Join our webinar on December 13th at 1:00 PM (ET) !

Benchmark 87

Benchmark Feedback Sales Management 87

Comm100

MARCH 19, 2018

If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. In this webinar, we’ll help you learn what needs to change, giving you practical ideas for safeguarding and improving your customer satisfaction while being mindful of cost reduction and ROI.

Benchmark 41

Benchmark Personalization Customer Service 41

Fonolo

JANUARY 4, 2018

Learn the top 3 contact center trends that you should act on this year by joining Fonolo on Thursday, January 25 th at 2:00 PM ET for a live webinar. Whether it’s discovering them for the first time, or tweaking your existing infrastructure to better accommodate customer needs, there’s just no room for delay. Phone Calls Are Essential.

Contact Center 59

Contact Center Chatbots Call Center Education 59

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. 3/ Mythbuster: Customer Success Manager coverage ratio. 4/ Got self-doubt?

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

COPC

DECEMBER 1, 2016

This survey program is an extension of the Customer Experience Management Benchmark (CXMB) Series. Webinar on Tues., A webinar to discuss the survey findings will be hosted by Chad McDaniel, president of Execs In The Know, and joined by Judi Brenstein and Jim Von Seggern of COPC Inc. Register Now! 6, at 12 pm central.

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

NICE inContact

JANUARY 11, 2019

In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges. Data from the recently published NICE inContact 2018 CX Transformation Benchmark Study offers up-to-the-minute insights. Change Brought by Omnichannel Interactions.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

ChurnZero

JUNE 9, 2023

So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.” A healthy benchmark is a 95% renewal rate in a given period. A healthy benchmark is 100% NRR or greater.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

COPC

FEBRUARY 15, 2023

Global Benchmarking Series | Customer Experience COPC research shows that most customers prefer human-assisted support channels over self-service channels. Webinar: Service Journey Thinking Learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey.

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

Connecting the Dots

APRIL 16, 2021

CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1]. The post Customer Experience Strategy: An Exclusive 3-Part Video Webinar Series appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Experience 48

Customer Experience Complaint resolution Benchmark Metrics 48

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Talkdesk

DECEMBER 1, 2020

Developing: The Stage 2 contact center is focused on problem solving rather than relationship building and typically aligned to touchstones like Customer Satisfaction Score (CSAT), so the organization can more easily track their progress and has a measurable benchmark against others in their market.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

COPC

APRIL 1, 2024

Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. These advancements are not only reshaping new hire training but are also setting new benchmarks for efficiency and effectiveness in customer support.

Customer Experience 88

Customer Experience Gamification Benchmark Chatbots 88

COPC

JULY 25, 2022

See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar. 2022, Global Benchmarking Series, Con t act Center Technologies. 2022, Global Benchmarking Series, Contact Center Technologies. 2022, Global Benchmarking Series, Contact Center Technolo gy.

Self service 81

Self service Benchmark Contact Center Chatbots 81

ClientSuccess

JANUARY 12, 2022

Benchmark and measure impact. Determine your program KPIs and create a baseline to benchmark success. You can get more information and resources on building strong executive relationships with customers with these additional resources from ClientSuccess : Webinar: How To Measure The Strength of Your Customer Relationships.

Benchmark 75

Benchmark Finance Marketing 75

ClientSuccess

SEPTEMBER 13, 2022

In addition, it’s a good idea to set benchmarks for onboarding speed to understand better if your team is excelling or falling behind on timelines. It’s also a good idea to revisit your previously established onboarding speed benchmarks to ensure your team performs at the right level.

Benchmark 76

Benchmark Metrics Education Accountability 76

ChurnZero

AUGUST 14, 2020

NPS surveys produce a score that is used as a customer satisfaction benchmark to measure your customers’ likelihood to recommend you to a friend or colleague. Webinar Software. What is webinar software? Webinar software is a virtual seminar platform that creates live or recorded video presentations. What is NPS software?

CRM 87

CRM Finance Upselling Accountability 87

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. And for even more key learnings, leverage our webinar replay.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Another benefit of automated onboarding is that it can be delivered instantaneously, regardless of time zones or the availability of instructors.

Education 98

Education Benchmark Customer retention Metrics 98

NICE inContact

MARCH 5, 2019

In our upcoming webinar, Fulfilling Changing Customer Expectations with True Omnichannel , we’ll explore all this and more based on recently published Nice inContact research: the 2018 Customer Experience (CX) Benchmark report. 89% of customer are willing to buy more from a company delivering exceptional service?

Benchmark 67

Benchmark Chatbots Self service Customer Experience 67

AskNicely

MARCH 8, 2018

Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report , indicated that: More than 80% of B2B brands view excellent CX as a business differentiator. Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report , indicated that: More than 80% of B2B brands view excellent CX as a business differentiator.

B2B 60

B2B Benchmark Feedback Customer Experience 60