ChurnZero

DECEMBER 6, 2021

That’s why performing a customer churn analysis can be powerful in the endeavor to increase customer retention. We dive into seven steps for a successful customer churn analysis. . What is a Customer Churn Analysis ? Customer churn analysis is a process by which you find meaning in your customer churn rate.

Customer retention 98

Customer retention SaaS Feedback Benchmark 98

AWS Machine Learning

NOVEMBER 15, 2024

Oil and gas data analysis – Before beginning operations at a well a well, an oil and gas company will collect and process a diverse range of data to identify potential reservoirs, assess risks, and optimize drilling strategies. Consider a financial data analysis system. We give more details on that aspect later in this post.

APIs 121

APIs Engineering Chatbots Construction 121

Satrix Solutions

JUNE 15, 2020

Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. Collectively, we have learned a lot through NPS benchmarking studies. Collectively, we have learned a lot through NPS benchmarking studies. So, why is it such a difficult business decision to obtain NPS benchmark intelligence?

Benchmark 78

Benchmark B2C Surveys B2B 78

Totango

MARCH 23, 2021

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. A customer journey analysis identifies what needs to happen at each step in the process in order to deliver satisfaction and avoid dissatisfaction.

Journey mapping 93

Journey mapping SaaS Best practices Benchmark 93

Tethr

AUGUST 17, 2021

As proponents of a low-effort approach to CX , we’ve implemented our own benchmarking metrics for customer effort. And those metrics are exactly what CX leaders need to be tracking in order to start benchmarking customer experience. Tethr’s benchmarking feature shows you where you stand. #2 How’s that for accountability? #3

Benchmark 76

Benchmark Metrics Customer Experience Customer effort 76

Nicereply

DECEMBER 17, 2024

In this sense, CES can almost act as a gauge of how well a company is doing against its benchmarks and those of competitors. While interactions between clients and staff are qualitative, rating scales allow for quantitative analysis. For SaaS products, consider questions like: “How easy was it to set up your account?”

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

CX Accelerator

APRIL 1, 2020

Accountability. Their suite of products and services allow you to truly understand your customer experience through detailed performance analysis and competitor benchmarking, all underpinned by tangible recommendations from real CX experts and the latest in AI and machine learning capabilities.

Metrics 228

Metrics Morale Benchmark Government 228

delighted

JANUARY 12, 2021

Find out how your real-time NPS compares to competitors in 20 industries with Benchmarks, our newest in-platform report. Prior to this release, our reporting features were all geared towards easy customer experience performance monitoring and feedback analysis for your Delighted survey results. How the Benchmarks report works.

Benchmark 64

Benchmark Feedback Surveys Accountability 64

AWS Machine Learning

AUGUST 7, 2024

Through automation, you can scale in-demand skillsets, such as model and data analysis, introducing and enforcing in-depth analysis of your models at scale across diverse product teams. This allows you to introduce analysis of arbitrary complexity while not being limited by the busy schedules of highly technical individuals.

Government 121

Government Benchmark Scripts Enterprise 121

AWS Machine Learning

MAY 2, 2024

A common way to select an embedding model (or any model) is to look at public benchmarks; an accepted benchmark for measuring embedding quality is the MTEB leaderboard. The Massive Text Embedding Benchmark (MTEB) evaluates text embedding models across a wide range of tasks and datasets.

Benchmark 131

Benchmark Metrics Enterprise APIs 131

AWS Machine Learning

JUNE 11, 2024

First, we had to experiment and benchmark in order to determine that Graviton3 was indeed the right solution for us. First, we started by benchmarking our workloads using the readily available Graviton Deep Learning Containers (DLCs) in a standalone environment. Technical Account Manager at AWS with 15 years of experience.

Engineering 121

Engineering Benchmark Accountability Best practices 121

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Reuben Kats @grab_results.

Call Center 561

Call Center Metrics Contact Center Wait times 561

AWS Machine Learning

OCTOBER 5, 2023

We go through several steps, including data preparation, model creation, model performance metric analysis, and optimizing inference based on our analysis. Prepare the data For this analysis, we use the Toxic Comment Classification dataset from Kaggle. For Analysis type , choose Custom classification. Choose Create job.

Benchmark 126

Benchmark Best practices Metrics Government 126

CX Accelerator

APRIL 1, 2020

Accountability. Their suite of products and services allow you to truly understand your customer experience through detailed performance analysis and competitor benchmarking, all underpinned by tangible recommendations from real CX experts and the latest in AI and machine learning capabilities.

Metrics 182

Metrics Morale Benchmark Government 182

delighted

APRIL 12, 2019

Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. Survey results analysis and reporting. Analyzing customer feedback.

Feedback 68

Feedback Surveys Analytics Metrics 68

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). If the use case doesnt yield discrete outputs, task-specific metrics are more appropriate.

Education 113

Education Engineering APIs Enterprise 113

ChurnZero

NOVEMBER 22, 2021

In this article, we cover: Budgeting Benchmarks: Do They Cause More Harm than Good? How to Perform a Top-Down Analysis for Customer-to-CSM Ratio. How to Perform a Bottom-Up Analysis for Customer-to-CSM Ratio. Budgeting Benchmarks: Do They Cause More Harm than Good? Calculating Regular Journey Touchpoints. Not exactly.

Benchmark 98

Benchmark Finance Best practices Sales 98

AWS Machine Learning

MARCH 11, 2025

Prerequisites To run the example notebooks, you need an AWS account with an AWS Identity and Access Management (IAM) role with permissions to manage resources created. For details, refer to Create an AWS account. DeepSeek-R1-Distill-Llama-8B DeepSeek-R1-Distill-Llama-8B was benchmarked across ml.g5.2xlarge , ml.g5.12xlarge , ml.g6e.2xlarge

Metrics 81

Metrics Benchmark Enterprise Telecommunications 81

aircall

FEBRUARY 26, 2018

The current benchmark is set for 96% customer satisfaction, but they regularly surpass this number. Until then, all we can do is post interesting, useful, and fun content to our blog and social media accounts. Aircall is committed to superior customer experience. Direct display of all CRM integrations. Media: 8/20. Security: 15/20.

call center software 59

call center software Call Center First call resolution Technical Support 59

AWS Machine Learning

MAY 10, 2023

We cover computer vision (CV), natural language processing (NLP), classification, and ranking scenarios for models and ml.c6g, ml.c7g, ml.c5, and ml.c6i SageMaker instances for benchmarking. You can use the sample notebook to run the benchmarks and reproduce the results. For more details, refer to the GitHub repo. He received his Ph.D.

Benchmark 102

Benchmark Best practices Engineering Scripts 102

ChurnZero

AUGUST 5, 2022

This installment’s myth is brought to you by ChurnZero Customer Success Manager (CSM) Allison Mortens and covers the widely held but false belief that there’s a universal standard for the number of accounts or amount of annual recurring revenue (ARR) that each CSM can manage. After reading that sentence, I bet a figure popped into your head.

Management 98

Management Benchmark Strategic Value Metrics 98

Interaction Metrics

APRIL 17, 2025

It was built for organizations with the resources to manage layered feedback systems, not for lean teams that need quick, actionable customer feedback analysis. Were a full-service survey company handling everything you need including survey design, deployment, analysis, reporting, and more.

Surveys 48

Surveys Enterprise B2B Analytics 48

Amity

MARCH 24, 2016

We benchmark ourselves against standards such as body mass index to determine where we should ideally be. If this approach - theoretically - works when dieting, why not use benchmarking with customers? We are talking about benchmarks on how they are currently doing and where they should ideally be.

Benchmark 48

Benchmark Journey mapping Metrics Best practices 48

Spearline

JANUARY 6, 2022

A recent AVANT “6-12” report focusing on CCaaS notes that the CCaaS market currently accounts for more than $3 billion in global sales. These reduce downtime, and expedite carrier root cause analysis. One survey notes that responding CIOs indicate their use of on-premise applications dropped by more than 40% in 2021.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

ChurnZero

DECEMBER 6, 2021

That’s why performing a customer churn analysis can be powerful in the endeavor to increase customer retention. We dive into seven steps for a successful customer churn analysis. What is a c ustomer churn analysis ? Customer churn analysis is a process by which you find meaning in your customer churn rate.

Customer retention 52

Customer retention SaaS Feedback Benchmark 52

ChurnZero

AUGUST 18, 2023

Often, in place of a proper churn analysis companies operate and make decisions based on opinions, hunches and best guesses. She proposed performing a customer churn analysis to find out why. Her analysis showed the segment of customers that were churning were the smallest and lowest paying accounts.

Benchmark 52

Benchmark Metrics Consulting Consulting 52

Spearline

MAY 3, 2022

The power of a benchmark comparison in phone number testing When you receive an alert that your phone number is not functioning, you know immediately that there is a problem. Being able to benchmark your results against other organizations helps point out where issues might be, and provides guidelines to help you fix any hidden issues.

Benchmark 98

Benchmark Customer Service Accountability Feedback 98

Spearline

JANUARY 18, 2022

And how can I hold my vendors to account if they aren’t delivering the required service? Informed root-cause analysis For any executive responsible for a global telecoms network, reducing the mean time to restore service (MTRS) or mean time to resolution (MTTR) is a key imperative. Are our telco carriers performing as they should be?

Management 98

Management Benchmark Telecommunications Analytics 98

Callminer

AUGUST 1, 2017

Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. With more than 15 years of experience in business, finance and accounting, she is also responsible for implementing financial controls and processes. Set your goals (contact concurrency or resolution time, the percentage of first time resolution, etc.)

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

FEBRUARY 11, 2025

This cutting-edge model supports long-context processing, complex segmentation scenarios, and fine-grained analysis, making it ideal for automating processes for various industries such as medical imaging in healthcare, satellite imagery for environment monitoring, and object segmentation for autonomous systems. Meta SAM 2.1 Meta SAM 2.1

Engineering 84

Engineering Construction Benchmark Healthcare 84

Interaction Metrics

APRIL 24, 2025

Example: A customer upgrades their account from a free to a paid plan. And when calculating your score, dont forget to segment your customers so you can perform cross-tab analysis. With us, you get enterprise-level data analysis without the hassle or expense of managing software yourself. Thats why we go deeper.

Customer effort 48

Customer effort Metrics Surveys Self service 48

Calabrio

MARCH 22, 2025

Intelligent routing tools go beyond simple call distribution, leveraging sophisticated algorithms and data analysis to connect customers with the most appropriate agent or resource. These tools consider factors like customer history, agent skills, real-time availability, and even sentiment analysis to ensure optimal matching.

Best practices 52

Best practices Contact Center Management Call Center 52

Totango

SEPTEMBER 6, 2022

Key performance indicators play a crucial role in assessing current value and setting future goals and benchmarks. An analysis of obstacles impeding performance and solutions. Still, your KPI monitoring indicates that their account activity has dropped significantly below this level.

SaaS 113

SaaS Technical Support Benchmark Accountability 113

AWS Machine Learning

AUGUST 26, 2024

Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations). Personalized content will be generated at every step, and collaboration within account teams will be seamless with a complete, up-to-date view of the customer.

Sales 131

Sales Accountability Feedback Metrics 131

Cincom

FEBRUARY 14, 2025

Automate Price Calculations and Adjustments Utilize real-time pricing engines within CPQ to dynamically calculate prices based on market trends, cost fluctuations, and competitor benchmarks. Ensure pricing logic accounts for regional tax structures, regulatory compliance, and multi-currency support for global operations.

Best practices 40

Best practices Sales CRM Finance 40

AWS Machine Learning

APRIL 22, 2024

These examples include speeding up market trend analysis, ensuring accurate risk management and compliance, and facilitating data collection or report generation. You can use resources such as the Amazon Sustainability Data Initiative or the AWS Data Exchange to simplify and expedite the acquisition and analysis of comprehensive datasets.

Best practices 141

Best practices Benchmark Transportation Engineering 141

AWS Machine Learning

JULY 15, 2024

The inference pipeline is powered by an AWS Lambda -based multi-step architecture, which maximizes cost-efficiency and elasticity by running independent image analysis steps in parallel. The buffer was implemented after benchmarking the captioning model’s performance. She loves traveling and spending time with her family.

Personalization 125

Personalization Engineering Benchmark Analytics 125