Delivering truly world-class customer experience is a challenge in this (and any) economic climate, where leaders must stay on top of service best practice and customer expectations to remain competitive. To find out how CX leaders do this, Zendesk surveyed nearly 5,000 customer service decision-makers around the world and compiled the results into our 2022 CX Accelerator report.
Keeping track of call center statistics and performance metrics is key to improving productivity, profitability, and customer satisfaction. In this article, we’ll highlight the top 41 call center stats from 2022 that you need to monitor in 2023. We’ll also cover the 10 metrics you need to track to ensure that your call center operation runs smoothly. We’ll show you how each KPI can affect your service experience and what you need to do to remain productive.
How mature is your CX organisation? As part of Zendesk’s survey of almost 5,000 customer service decision-makers around the world, we asked questions about the attitudes, behaviours and outcomes regarding their people, processes and data/technology. This led to our 2022 CX Accelerator report and maturity scale model, which allows you to assess where your business ranks.
CX organisations come in all shapes, sizes and configurations. And there are challenges and opportunities in every single one of them. Zendesk surveyed nearly 5,000 customer service decision-makers around the world to find how their organisation’s adoption of customer service and support best practice improves its ability to deliver superior customer experience (CX). The resulting 2022 CX Accelerator report uncovers fascinating insights about real-life pain points and clear calls to action.
Multilingual support is a must when serving an international customer base: 75 percent of consumers from 29 countries say they’re more likely to purchase from the same brand again if customer care is in their language. That’s not only important for CX in general, but especially so in times when companies are tightening their belts and focusing on customer retention over acquisition: After all, wowing your existing customer base is 5x cheaper than acquiring new customers.
Nothing sweeter than new Zendesk app integrations. Learn all about how these integrations can help out your sales and support teams.
If you’re in a customer-facing role, you’re more likely to interact with difficult customers who may be angry, demanding, aggressive, and sometimes even abusive. Learning how to deal with difficult customers and win people over with quality customer support creates a positive brand perception while also contributing to your career growth. Your customers could have had a bad day, and a small bug might be enough to throw them over the edge.
Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. On the outside, it looks like a simple grade-school high jump competition. The bar is low, it looks easy to jump, but once you get into all the technicalities of the Fosbury Flop, it starts to get a smidge dicey.
