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

NobelBiz

DECEMBER 3, 2024

Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources. Service Level Targets Service levels are benchmarks that determine the quality of customer interactions. This article will discuss why forecasting is vital these days.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Balto

MARCH 17, 2025

Its not just about tracking basic metrics anymoreits about gaining comprehensive insights that drive strategic decisions. Key Metrics for Measuring Success Tracking the right performance indicators separates thriving call centers from struggling operations. This metric transforms support from cost center to growth driver.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 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. Ask the tough questions.

CRM 52

CRM Benchmark Feedback Metrics 52

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Calabrio

APRIL 24, 2025

Reporting & Visualization: Results are aggregated and presented in dashboards and reports, providing insights into individual agent performance, team trends, compliance adherence, and overall customer experience metrics. Measure performance based on targets that are aligned to your standards and benchmarks.

Quality management 52

Quality management Customer Experience Management Coaching 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. Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Balto

JANUARY 21, 2025

Thats where call center agent performance metrics come in. When the right metrics are tracked and acted upon, the results are undeniable. Lets explore how these performance metrics provide the foundation for a thriving call center and set you up to exceed both customer and business goals. But how do you measure success?

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Thats where call center agent performance metrics come in. When the right metrics are tracked and acted upon, the results are undeniable. Lets explore how these performance metrics provide the foundation for a thriving call center and set you up to exceed both customer and business goals. But how do you measure success?

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 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. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations. In 2025, your contact center is your brand. Its leadership.

Best practices 52

Best practices Call Center Metrics Management 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. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations. In 2025, your contact center is your brand. Its leadership.

Best practices 52

Best practices Call Center Metrics Management 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

Balto

JANUARY 17, 2025

Track Relevant Metrics and KPIs One of the best ways to optimize your workforce management effort is to track and measure your KPIs. Instead, you should opt for daily tracking allows for more accurate benchmarking, enabling finer-tuned intraday management that aligns more closely with actual demands.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

AWS Machine Learning

MARCH 27, 2025

Where discrete outcomes with labeled data exist, standard ML methods such as precision, recall, or other classic ML metrics can be used. These metrics provide high precision but are limited to specific use cases due to limited ground truth data. If the use case doesnt yield discrete outputs, task-specific metrics are more appropriate.

Education 111

Education Engineering APIs Enterprise 111

Outsource Consultants

APRIL 5, 2025

A call center in Colombia might be your best move in 2025. Global Realignment Is Fueling the Nearshore Advantage As we move deeper into 2025, CX leaders are increasingly rethinking offshore-heavy support models. In 2025, theyre being embedded into vendor scorecards , procurement frameworks, and even CX RFPs.

Call Center 67

Call Center Government outsourcing Healthcare 67

SharpenCX

AUGUST 21, 2023

Strategic goals aren’t simply call center metrics. 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.” There are goals, and then there are strategic goals. Go big with your goals, but not broke.

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

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

Balto

JANUARY 14, 2025

Contact center analytics is a crucial tool that helps businesses track and analyze performance metrics, ultimately aiming to enhance operational efficiency and customer satisfaction. Misinterpretation of metrics leading to poor decisions. Performance Trends: Analyze declining metrics as potential indicators of burnout.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

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. Heres the takeaway: Embrace NPS as a foundational metric. Heres how: 1.

Metrics 118

Metrics Benchmark SaaS Analytics 118

SmartKarrot

JANUARY 4, 2023

Net promoter score (NPS) is one of those must-have metrics for customer experience. Some argue that the metric is too broad and does not provide any insights on which we can act. According to Gartner, “over 75% of companies will abandon as a measure of success for customer service and support NPS measurement by 2025”.

SaaS 10

SaaS Benchmark B2B Metrics 10

PeopleMetrics

APRIL 22, 2025

Lesson #14 Revisited: Voice of Customer (VoC) Communications in the Age of AI - A 2025 Perspective Discover how AI is transforming VoC communications by enabling personalized, real-time insights and predictive messaging, while emphasizing that the core principles of clear, consistent, and human-centered communication remain essential.

B2C 62

B2C Surveys Feedback Customer centricity 62

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. You can narrow in on a specific agent’s metrics, tracking them through every touchpoint to get summed up insight about their experience. Set benchmarks specific to business objectives.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

AWS Machine Learning

JANUARY 14, 2025

We refer to this approach as assertion-based benchmarking. Here is an example of a scenario and corresponding assertions for assertion-based benchmarking: Goals : User needs the weather conditions expected in Las Vegas for tomorrow, January 5, 2025.

Finance 118

Finance Benchmark Construction Enterprise 118

ShepHyken

NOVEMBER 21, 2022

Business Leader) For decades the Net Promoter Score (NPS) has been a recognised metric of customer loyalty and a credible predictor of business growth and success. Does a Company’s Social Purpose Impact Its Customer Loyalty? by Serena Haththotuwa. But what if the company doesn’t like the customer?

Government 36

Government Customer Service Benchmark Customer Experience 36

AWS Machine Learning

APRIL 4, 2025

Weve also added new citation metrics for the already-powerful RAG evaluation suite, including citation precision and citation coverage, to help you better assess how accurately your RAG system uses retrieved information. The citations field will be used by the citation metrics. Fields marked with ? are optional.

Metrics 120

Metrics APIs Engineering Benchmark 120

Cincom

FEBRUARY 13, 2025

Why are CPQ Tools a Game-Changer in 2025? CPQ allows companies to create personalized, customer-specific quotes at scale, adjusting configurations, pricing, and terms based on buyer intent, past transactions, and industry benchmarks. Lets dive into the key trends that will shape the CPQ landscape in 2025 and beyond.

CRM 40

CRM Upselling Sales Finance 40

Comm100

APRIL 9, 2025

2025 Live Chat Benchmark Report Uncover key performance benchmarks across industries and see how AI is shaping the future of customer service. Download the report Benchmark Report So what are some of the main differences that set AI agents apart from a conventional chatbot? Download the full report for expert insights!

Chatbots 52

Chatbots Scripts Benchmark APIs 52

PeopleMetrics

FEBRUARY 6, 2025

Tying CX to Financial Performance: AI can connect NPS, CSAT, and other CX metrics to customer retention and revenue growth, showing direct ROI. Benchmarking Against Competitors: AI can analyze social sentiment and industry trends, proving whether CX is a competitive advantage or a liability.

Benchmark 62

Benchmark Customer centricity Analytics Feedback 62