Comm100

MARCH 30, 2021

The customer panic caused by the pandemic has had lingering effects on business: companies are being called to do more with less, with over 80% of consumers expecting more empathetic or more responsive service in 2021. In our 2021 Live Chat Benchmark Report , we discovered that monthly live chats increased by 7% from 2019 to 2020.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

BirdEye

FEBRUARY 21, 2024

With each new advancement, businesses and agencies scramble to understand its potential impact and how to leverage it for success. In essence, Gemini enhances BARD’s AI with better performance, functionality, and wider access, benefiting businesses and individuals.

Innovation 59

Innovation Video Chatbots Resources 59

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. By the end, you’ll understand why live chat is the best CX solution for both customers and businesses alike, and how you can easily set it up within your organization. Video and voice chat.

Software 180

Software Wait Times Multi-Channel Consumers 180

GetFeedback

DECEMBER 2, 2019

Use other business knowledge to find the ROI of your CSAT initiatives. To determine the ROI for your business, it’s important to have a clear understanding of how much you are spending on earning and keeping your customers. Benchmark your CSAT score against your industry. businesses $136 billion a year. .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Yet, beneath these videos and comics is a wellspring of actionable insights. Usually, getting folks to watch a video or comic about a dysfunctional workplace doesn’t take so much convincing. . #3

Call Center 219

Call Center Self Service Social Media Contact Center 219

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. So, Why Do Customers Choose Their Favorite Brands? 5 Steps to Becoming Your Customers’ Favorite Brand.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

BirdEye

NOVEMBER 18, 2022

When you’re actively marketing your business online, social media platforms like Facebook can’t be ignored. Millions of people use Facebook daily, which makes it an ideal place to raise awareness about your business and turn your audience into customers. In this blog, we’ll cover how to effectively market your business on Facebook.

Marketing 98

Marketing Social Media Video Groups 98

Experience Matters

DECEMBER 31, 2014

Report: Net Promoter Score Benchmark Study, 2013 (2013). note: See updated NPS benchmark from 2014 ]. The Six Laws of Customer Experience (Video). Why Net Promoter Score May Not Align With Business Results. LEGO’s Building Block For Good Experiences (2009). Report: ROI of Customer Experience, 2014.

Net Promoter Score 254

Net Promoter Score Customer Journeys Infographics Customer Experience 254

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Interested in learning more? Download your free copy today.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year.

Call Center 52

Call Center Video Training 52

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year.

Call Center 52

Call Center Omni-Channel Metrics Video 52

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year.

Call Center 52

Call Center Video Training 52

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year.

Call Center 52

Call Center Training Video How To 52

NobelBiz

AUGUST 27, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year.

Call Center 52

Call Center Training Video How To 52

NobelBiz

AUGUST 26, 2021

Bruce Belfiore is a topmost expert in the field of call center benchmarking, training and certification. In this First Contact episode, he talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year.

Video 52

Video Call Center Training 52

GetFeedback

JULY 19, 2019

B2C customers, who already say it’s easier than ever to take business elsewhere, will follow. How can you give your customer a voice within your business? A VoC program must be capable of finding the true pulse of the customer so that businesses can use that information to make the company better. .

ROI 309

ROI How To Touchpoint Hotels 309

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., e-learning has doubled and is now considered the training method of choice, while video training has tripled. According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd.,

Contact Center 148

Contact Center Engagement Self Service Omni-Channel 148

Comm100

DECEMBER 16, 2019

Report: 2019 Live Chat Benchmark Report. Keep an eye out for the 2020 Live Chat Benchmark Report coming out in January or subscribe and be the first to get it. Infographic: How to choose the best kind of chatbot for your business. Video: Comm100 Product Tours. Webinar: AI and Bots: Are you ready?

eBook 130

eBook Chatbots Infographics ROI 130

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Why internal benchmarking? Start with the best. More #CXSecrets.

Net Promoter Score 70

Net Promoter Score CEM Video Hotels 70

CSM Practice

JUNE 16, 2020

It is my assumption that in the next 6 months, there will be very few business travels. Would you postpone the next (executive) business review until in-person visits are an option again? The challenge is to plan and execute an effective and valuable business review under different conditions. But there is more….

Travel 92

Travel Analysis Conference Survey 92

Experience Investigators by 360Connext

DECEMBER 1, 2020

They have many uses and are important to keep a business focused on how to most efficiently make progress. Journey mapping in this way has assisted countless businesses like restaurants and storefronts navigate new journeys within pandemic restrictions. Those tools and dashboards are helpful. Process maps are internally focused.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

CloudCherry

FEBRUARY 26, 2019

The inability to bridge the gap between IT teams and business teams, when it comes to analytics is another top challenge that prevents analytics projects from delivering results. The findings of the 2018 Forrester report on the State of Customer Analytics could serve as a solid benchmark for you to build your company’s analytics framework.

Analytics 256

Analytics Report Analysis Study 256

BirdEye

FEBRUARY 23, 2023

Artificial Intelligence (AI) is taking the world by storm, transforming how local businesses operate and interact with customers through digital channels. Businesses can now use Birdeye’s AI platform to quickly generate personalized, human-like responses to customer reviews and surveys. And that’s not all.

Customer Experience 94

Customer Experience Chatbots Analytics Touchpoint 94

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. Social media advertising helps businesses target users across social media platforms. If you run a business, it’s natural to wonder if it’s worth your investment.

Social Media 98

Social Media Advertising Video Fashion 98

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Customer experience, also known as CX, is a customer’s overall experience when interacting with an institution’s products or services and their perception of the business and its values.

Financial 191

Financial Trends Self Service Customer Experience 191

NICE inContact

JUNE 20, 2019

We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs. Hopefully, you aren’t one of those businesses in that gap.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

TechSee

JULY 14, 2021

What opportunities do you see for businesses using computer vision to improve customer service? Prior to the pandemic, video wasn’t a commonplace thing in a contact center. We’ve also found that video-based support has now trumped in-home support as a preferred method of receiving support. A true win-win.

Self Service 207

Self Service B2B Video Contact Center 207

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. Definitely not a good customer, agent or business experience.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

AWS Machine Learning

OCTOBER 5, 2023

We are using the max F1 score at the threshold as a benchmark to determine positive vs. negative for that label instead of a common benchmark (a standard value like > 0.7) He is passionate about building pragmatic solutions to solve customers’ business problems. for all the labels. He works with US federal financial clients.

Effort Score 94

Effort Score Analysis Guidelines Training 94

BirdEye

NOVEMBER 23, 2022

If your business isn’t on the platform already, there’s no better time than the present to create an account. Instagram marketing can help you reach your target audience, grow a following for your business, while also improving your lead generation rates. Instagram is surely a strong marketing tool for businesses of all sizes.

Marketing 98

Marketing Social Media Advertising Video 98

InnerTrends

NOVEMBER 25, 2019

Do you know if your product’s Free Trial is hitting industry benchmarks? As SaaS business decision-makers, figuring out how to use “free” in your conversion funnel is not easy. In this article, we’ll explore the two main trial types, how to leverage them, and how to know if your trial conversions are hitting benchmark numbers.

Analytics 98

Analytics Industry Engagement Examples 98

Gainsight

DECEMBER 8, 2022

The company has two products, a Management Information System to automate school workflows, saving teachers time, and benchmarking analytics to identify areas of concern and reduce time to intervention. Zubair’s team was looking to increase engagement opportunities outside of the team’s KBRs (Karbon Business Reviews). .

Customer Success 52

Customer Success Strategy Roadmap Touchpoint 52

Comm100

APRIL 30, 2019

In fact, you might be surprised who ends up using your live chat service – for many businesses, it can open up service to a whole new demographic who wouldn’t have bothered picking up the phone. [. Audio/video, co-browsing, and document sharing capabilities transform live chat into a rich, digital communication experience.

Chatbots 151

Chatbots Communication System Video 151

SurveySensum

MARCH 15, 2024

A market research tool is a software or platform designed to assist businesses and researchers in gathering, analyzing, and interpreting data related to markets, consumers, and competitors. These tools aim to provide valuable insights that can inform business decisions, strategies, and marketing efforts.

Tools 52

Tools Software Marketing Analytics 52

Comm100

FEBRUARY 9, 2021

Dawson College – Hosting a virtual open house with live chat & video engagement. Dawson College understood that developing a personal connection with the students was essential, so they also incorporated Comm100’s video chat tool so they could speak face-to-face. Business Operations Manager at Fitbit Health Solutions.

Examples 143

Examples Industry e-support Abandon Rate 143

Lumoa

JANUARY 3, 2023

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! To achieve consistency, you should measure across touchpoints and business areas using the same scale, if possible, across all touchpoints.

Survey 394

Survey Metrics NPS Effort Score 394

Gainsight

MARCH 9, 2022

Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing. Identifying Important Metrics.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105