The Petrova Experience

JANUARY 14, 2025

Its 2025, and businesses across sectors have a customer retention problem. Let’s examine some of what customer retention in 2025 looks like from an operational perspective. The 2025 Customer Retention Problem Brands across sectors struggle to keep repeat, loyal customers. In every sector and among diverse markets.

Customer retention 40

Customer retention Feedback B2C Metrics 40

PeopleMetrics

JANUARY 21, 2025

Fast forward to 2025, and while AI has revolutionized how we collect and analyze customer feedback, one truth remains: NPS isnt going anywhere. And because its widely used, you can benchmark your score against competitors to see how you stack up. Instead, AI enhances what we can learn from NPS and how we can act on it.

Metrics 118

Metrics Benchmark SaaS Analytics 118

CSM Magazine

FEBRUARY 5, 2025

Syntheia aims to reach 10,000 subscribers by 2025 and has seen success in its social media campaigns, increasing brand awareness and follower engagement. With AssistantNLPs Receptionist service, were delivering a solution that not only improves operational efficiency but also enhances the customer experience.

Benchmark 52

Benchmark Customer Service Sales Customer Experience 52

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? To drive long-term customer success in your business, follow these 9 VoC best practices in 2025: 1. Book a free demo today to learn more.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

CSM Magazine

NOVEMBER 28, 2024

ServiceMark is granted for a period of three years, subject to verification through continued ServCheck and UK Customer Satisfaction Index (UKCSI) business benchmarking surveys. The company achieved a Customer Satisfaction Business Benchmarking score of 91.4/100, Our Business Benchmarking report rated us 8.9/10

Customer Service 52

Customer Service Benchmark Surveys Marketing 52

CSM Magazine

MARCH 25, 2025

Sabio Group today announced the expansion of its acclaimed ‘ Disrupt ‘ programme across Europe for 2025, taking its digital customer experience (CX) transformation event to three major European cities. Sabio is also looking at extending its programme even further with more European locations currently being assessed.

Benchmark 52

Benchmark Enterprise Technology Management 52

CSM Magazine

MARCH 11, 2025

The ASQ Awards are a benchmark in the aviation industry, measuring airport performance directly through feedback collected via 700,000 live surveys in 2024. Awards Ceremony The ASQ Awards Ceremony will be part of the upcoming ACI World Airport Experience Summit , held in Guangzhou, China, from September 8-11, 2025.

Customer Experience 52

Customer Experience Benchmark Customer centricity Feedback 52

Balto

MARCH 17, 2025

Response times across digital channels require different benchmarks: Live chat : 30 seconds or less Email : Under 4 hours Social media : Within 60 minutes Agent performance metrics should balance efficiency with quality. The post Call Center Insights in 2025: Enhance the Customer Experience appeared first on Balto.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

PeopleMetrics

FEBRUARY 27, 2025

This was true in 2017 when I wrote Listen or Die and is still true in 2025. Automated Competitive Benchmarking Relationship surveys often include a competitive comparison section, but traditional benchmarking has been slow and limited by sample sizes. Starting a VoC program can feel overwhelming.

Surveys 62

Surveys Benchmark Wait times Self service 62

NobelBiz

DECEMBER 3, 2024

Service Level Targets Service levels are benchmarks that determine the quality of customer interactions. 56% of contact centers plan to implement AI-based forecasting tools by 2025 to improve operational accuracy. Understanding peak hours and slow periods ensures efficient shift scheduling. Don’t wait to future-proof your operations.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Balto

JANUARY 28, 2025

The right AI partner ties everything back to business impact : Faster handle times Higher conversion rates Reduced onboarding time Improved compliance If a vendor cant provide clear benchmarks or case studies showing how they drive these metrics, walk away. AI will define the winners of 2025. Your Next Step Not sure where to start?

CRM 52

CRM Benchmark Feedback Metrics 52

TechSee

JULY 30, 2024

A recent study by Gartner indicated that 85% of customer interactions will be managed without human intervention by 2025. Test the results (new tiny LLM benchmarks are promising) and design escalation to an expert when needed. Conversation AI, specifically, multimodality, can supercharge customer experiences.

Benchmark 124

Benchmark Contact Center Accountability Analytics 124

AWS Machine Learning

JULY 10, 2024

Red-teaming engages human testers to probe an AI system for flaws in an adversarial style, and complements our other testing techniques, which include automated benchmarking against publicly available and proprietary datasets, human evaluation of completions against proprietary datasets, and more.

Government 122

Government Education Best practices Benchmark 122

Balto

JANUARY 17, 2025

Instead, you should opt for daily tracking allows for more accurate benchmarking, enabling finer-tuned intraday management that aligns more closely with actual demands. The post Contact Center Workforce Management: 2025 Guide appeared first on Balto. Ready to optimize your workforce and elevate your contact centers performance?

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Calabrio

MARCH 22, 2025

Why Its So Critical to Get Contact Center Management Right in 2025 In 2025, the contact center is no longer just a cost center; it’s an essential strategic asset in the pursuit of better customer experiences. Effective management is crucial for transforming it into a hub of customer intelligence and value creation.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

MARCH 11, 2025

To meet expectations and really drive customer experience excellence at scale in 2025, contact centers need a clear-cut strategy to enhance their quality assurance processes. But still, to focus too much on any one interaction is to miss the bigger pictureand the wider process thats behind them.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

bold360 Blog

DECEMBER 4, 2019

Right now, there’s this expectation that in customer service, 95% of all customer interactions are going to be driven by AI by 2025,” Vasco said. In customer service, 95% of all customer interactions are going to be driven by AI by 2025.” A good benchmark is testing against a human sample set. Vasco Pedro. Vasco Pedro.

Benchmark 66

Benchmark Feedback Customer Service Technology 66

Eptica

APRIL 8, 2020

The same applies to learning from competitors - benchmarking performance against rivals will deliver improvements and show where resources are best deployed. You might also be interested in these posts: What will customer self-service look like in 2025? Share this page on: Tweet.

Customer Service 79

Customer Service Self service Benchmark Surveys 79

Solvvy

JULY 8, 2022

Business leaders responding to a SuperOffice survey revealed that their top business priority through 2025 is enhancing customer experience. Analysts that have studied NPS across industries have found that benchmarks vary for businesses in different markets. Additionally, you can segment customers by how they respond.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

AWS Machine Learning

MARCH 27, 2025

These include metrics such as ROUGE or cosine similarity for text similarity, and specific benchmarks for assessing toxicity (Detoxify), prompt stereotyping (cross-entropy loss), or factual knowledge (HELM, LAMA). They'll evaluate it for inclusion in our 2025 roadmap. I'll update you when there's news about this capability."

Education 101

Education Engineering APIs Enterprise 101

SharpenCX

AUGUST 21, 2023

Measurable — Goals must be quantifiable and include a trackable benchmark to hit. Replace IVR system with omnichannel workflow and reduce hold times by 1:00 by 2025.” For a goal to be worthwhile, it must be: Specific — Go after a specific outcome, not a set of results or a vague idea of what you want to achieve.

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

Balto

JANUARY 21, 2025

Benchmark Your Metrics Against Industry Standards How do you know if your contact center metrics are strong? Benchmarking provides a baseline for evaluating performance and identifying areas for improvement. Steps to Benchmark Effectively: Research benchmarks for critical metrics like FCR, AHT, and CSAT in your industry.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Benchmark Your Metrics Against Industry Standards How do you know if your contact center metrics are strong? Benchmarking provides a baseline for evaluating performance and identifying areas for improvement. Steps to Benchmark Effectively: Research benchmarks for critical metrics like FCR, AHT, and CSAT in your industry.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

NOVEMBER 15, 2022

This compares to a 78% benchmark for phone support. With 70% of customers using or interested in using chatbots for simple customer service, it’s no surprise that the market is expected to be worth $13.9bn by 2025. Automation takes this speed to the next level. Efficiencies that translate into cost-savings.

contact center solutions 54

contact center solutions Chatbots Contact Center Wait times 54

ChurnZero

MARCH 6, 2020

above industry benchmarks” according to research shared by Growth Everywhere. The program’s goal is to have 25,000 Starbucks partners graduate by 2025. The proof is in the putting (of employees first). Companies with happy employees “outperform the competition by 20%” and “are 2.1%

Journey mapping 69

Journey mapping Benchmark Coaching Sales 69

AWS Machine Learning

SEPTEMBER 6, 2023

nn For performance benchmarking of different models on the Dolly and Dialogsum dataset, refer to the Performance benchmarking section in the appendix at the end of this post. Appendix This appendix provides additional information about performance benchmarking and dataset formatting.

Advertising 118

Advertising Coaching Benchmark Education 118

JustCall

AUGUST 7, 2023

billion by 2032: Image Source The digital revolution is being triggered by AI: 4IR technology will be nearly $4 trillion in value by 2025. Creating the right benchmarks and outlining the risks early on. In absolute numbers, the market is expected to hit around USD 1,871.2

Chatbots 52

Chatbots Enterprise Finance Government 52

Balto

JANUARY 14, 2025

Employee Engagement Analytics isnt just for customers; it benefits employee satisfaction too: Clear Feedback Loops : Metrics like average handle time (AHT) provide agents with clear performance benchmarks. Learn more about our solutions and check out our free AI planning guide for 2025.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

SmartKarrot

JANUARY 4, 2023

According to Gartner, “over 75% of companies will abandon as a measure of success for customer service and support NPS measurement by 2025”. Benchmark against internal metrics. Internal benchmarking sets this straight and streamlines your path toward growth. Like what you are reading? Sign up for our newsletter. contact-form-7].

SaaS 10

SaaS Benchmark B2B Metrics 10

SharpenCX

MARCH 5, 2020

In fact, CCW found by 2025, some 52% of contact center leaders plan to completely unify their contact center systems through technology. Set benchmarks specific to business objectives. So, when it comes to technology, you’re left with two options: Reap the benefits of savvy tech early on or resist new tech until you’re forced to adapt.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Playvox

JANUARY 13, 2022

The market is projected to be more than $832 billion by 2025, up from an estimated $371.4 This leads to improved employee morale and greater productivity – two benchmarks I bet most companies want to achieve in 2022 and every year! billion in 2020. Your employees can ask for an evaluation review to clarify feedback and results.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

CSM Magazine

JANUARY 17, 2025

Aquant , an AI platform built for servicing complex machinery, released its highly anticipated 2025 Field Service Benchmark Report , offering an in-depth analysis of trends, challenges, and opportunities shaping the future of the service industries. To access the full 2025 Field Service Benchmark Report, visit www.aquant.ai.

Benchmark 52

Benchmark Self service Metrics Contact Center 52

Balto

JANUARY 18, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. In 2025, your contact center is your brand. Key Focus Areas: Setting KPIs and performance benchmarks. What is Call Center Management? Call center management isn’t just operational.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. In 2025, your contact center is your brand. Key Focus Areas: Setting KPIs and performance benchmarks. What is Call Center Management? Call center management isn’t just operational.

Best practices 52

Best practices Call Center Metrics Management 52

BlueOcean

MARCH 13, 2025

The partnership has delivered outstanding results, achieving exceptional subscriber retention rates through a value-demonstration methodology that has significantly outperformed industry benchmarks while maintaining the highest standards of customer experience.

Customer Experience 62

Customer Experience Benchmark Customer Care Sales 62

24-7 InTouch

MARCH 25, 2025

WINNIPEG, Manitoba, March 25 , 2025 – IntouchCX , a global leader in customer experience, trust and safety, back-office processing, and AI solutions, has been recognized with three Stevie Awards at the 19th annual Stevie Awards for Sales & Customer Service, a recognition to its innovation, excellence, and trusted industry leadership.

Customer Experience 59

Customer Experience Benchmark outsourcing Contact Center 59