AWS Machine Learning

FEBRUARY 12, 2025

Prerequisites To use the LLM-as-a-judge model evaluation, make sure that you have satisfied the following requirements: An active AWS account. You can confirm that the models are enabled for your account on the Model access page of the Amazon Bedrock console. Selected evaluator and generator models enabled in Amazon Bedrock.

Metrics 93

Metrics Engineering APIs Benchmark 93

ChurnZero

DECEMBER 18, 2020

Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. For a first look at our top survey takeaways and to benchmark your team against others in the industry, check out the webinar.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Beyond Philosophy

APRIL 15, 2019

Suttle undertook a two-year study of the best companies that excelled at customer service for her book. Define expectations and establish accountability. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. Here are the top ten.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

TechSee

JULY 30, 2024

As the Director of Strategic Accounts at TechSee, I’ve had the privilege of working with tech giants like AWS, and many others. A recent study by Gartner indicated that 85% of customer interactions will be managed without human intervention by 2025. Dear Megan, I keep hearing about AI in customer service.

Benchmark 124

Benchmark Contact Center Accountability Analytics 124

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. For SaaS products, consider questions like: “How easy was it to set up your account?” This provides a baseline for comparison over time and against industry benchmarks.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

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

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Once contact centers are aware of agents’ needs, they can take them into account when deciding on new workplace strategies and policies. According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd.,

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

ShepHyken

MARCH 23, 2018

According to Mercer’s Global Talent Trends Study , 97% of employees value being recognized and rewarded for a wider range of contributions. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits. How to prevent and correct: Difficult news is just that.

Airlines 209

Airlines Morale Benchmark Marketing 209

Callminer

NOVEMBER 25, 2019

Call on experienced managers for guidance in setting up benchmarks. “Experienced call center managers are helpful in setting up the initial performance benchmarks for a new outbound call center program. These benchmarks are, at first, estimated based on the past performance of similar outbound call center projects.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

AWS Machine Learning

AUGUST 2, 2024

With GraphStorm, you can build solutions that directly take into account the structure of relationships or interactions between billions of entities, which are inherently embedded in most real-world data, including fraud detection scenarios, recommendations, community detection, and search/retrieval problems. Dataset Num. of nodes Num.

APIs 115

APIs Benchmark Construction Enterprise 115

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” This isn’t merely a theory.

Benchmark 98

Benchmark B2B Accountability Consulting 98

Netomi

JANUARY 26, 2022

NLU Benchmarking Report: The Process . Download your copy of the NLU Benchmarking Report now for the full results. NLU Benchmarking Report: The Results . In our benchmarking report, we measured a few key metrics including Accuracy , Out of Scope Accuracy and Balanced Accuracy. Here are the highlights of the report: .

Benchmark 52

Benchmark Telecommunications Enterprise Metrics 52

ClearAction

DECEMBER 16, 2017

DO THIS: Identify all parties within a customer account with the power to kill a buying decision. From the ClearAction Business-to-Business Customer Experience Management Benchmarking Study. From the ClearAction Business-to-Business Customer Experience Management Benchmarking Study.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

ProProfs Blog

JUNE 19, 2020

Many studies have found that people are more likely to buy products and services recommended by their friends and family. Focus on Internal NPS Benchmarking. Companies have to understand they are their own best benchmark. Many studies have shown that companies with the highest NPS showcased some common traits.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

ChurnZero

JUNE 24, 2022

In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. You can download the full report for net retention and gross retention benchmarks as well as retention metrics in relation to ACV, growth, size, and more.

Benchmark 52

Benchmark SaaS Metrics B2B 52

Spearline

MAY 3, 2022

Studies show that phone calls are the most used channel for customer service. 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. While other contact channes such as email, online chat and FAQs etc.

Benchmark 98

Benchmark Customer Service Accountability Feedback 98

ClearAction

JANUARY 20, 2018

A culture of accountability and alignment that fosters buy-in at all levels and rewards productive behaviors consistent with the desired vision. To get an in-depth understanding of current MO functions, this benchmarking study solicited feedback from more than 80 technology companies.

Marketing 80

Marketing Best practices Benchmark Enterprise 80

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. 5/ 2022 Customer Success leadership study. 3/ Mythbuster: Customer Success Manager coverage ratio.

Benchmark 90

Benchmark Metrics Accountability Enterprise 90

Hodusoft

OCTOBER 22, 2021

According to a study by Gartner, 89% of businesses will soon compete primarily on customer experience, and companies that prioritize customer experience will stand out from the crowd and attract loyal customers. . Likewise, when employees are tired, overworked, or unhappy , it shows in their work. Set personal goals.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Nicereply

NOVEMBER 30, 2021

A study by Marketing Metrics revealed that businesses have a 20-40% chance of winning back a lost customer, as compared to a 5-20% chance of converting a prospect into a new customer. The same study claims that win-back campaigns generate an average $485K for small businesses. Is it worth winning back lost customers at all?

Surveys 104

Surveys B2C Benchmark Accountability 104

Totango

OCTOBER 7, 2021

You can monitor product adoption key performance indicators which tell you information such as how many accounts users have activated, how many times a day they’re logging into your portal, how long they’re spending in your app, and which features they’re using. After specific product adoption benchmarks have been achieved.

Feedback 108

Feedback Benchmark Surveys Analytics 108

GetFeedback

NOVEMBER 7, 2019

Who knows, but hitting the “8 per page” benchmark today seems like smart money. A 2018 study by Marketing Dive showed that 75% of Gen Z shoppers (those between the ages of 18 and 25) turn to eCommerce to make most purchases. What will the next few years bring? 3: Make your eCommerce experience “near lifelike.”

Benchmark 99

Benchmark Marketing Customer Experience Accountability 99

PeopleMetrics

JANUARY 24, 2022

The convergence of CX (VoC) and research – as we setup listening posts around key touchpoints, research questions continue to emerge that are either integrated into CX measurement or setup as separate studies. This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%).

B2B 90

B2B Journey mapping B2C Benchmark 90

delighted

NOVEMBER 10, 2021

Take formatting into account. Set internal benchmarks per market. Also consider if your current core benchmark metric, such as NPS, is appropriate for use worldwide. The Qualtrics XM Institute’s study on NPS as a global metric breaks down where you may want to use a metric other than NPS.

Surveys 87

Surveys Feedback Benchmark Metrics 87

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. During the webinar, we covered: How to benchmark your team against others in the industry. Q: What finding surprised you most from this year’s CS Leadership Study? Firsthand reactions from industry leaders. Maturity and growth recommendations for your team.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

ChurnZero

SEPTEMBER 8, 2022

But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. It doesn’t have to be this way. Customer satisfaction.

Education 98

Education Benchmark Customer retention Metrics 98

Fonolo

MARCH 16, 2021

The voice channel accounts for about a quarter of the average contact center’s budget. Another exciting study found that for every 1% improvement in first contact resolution, there was as much as a 5% increase in agent satisfaction. While the FCR rate will vary by industry, a good benchmark to shoot is 70-75%.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

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 125

Sales Accountability Feedback Metrics 125

Taylor Reach Group

MARCH 26, 2019

Study after study has indicated that the most important factor in customer satisfaction is Resolution. The issue could be as simple as getting general information (such as an address or hours of operation) or as complex as such as setting up a detailed account for high value services (i.e. Calls per Resolution.

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

ClearAction

JANUARY 20, 2018

A culture of accountability and alignment that fosters buy-in at all levels and rewards productive behaviors consistent with the desired vision. To get an in-depth understanding of current MO functions, this benchmarking study solicited feedback from more than 80 technology companies.

Marketing 66

Marketing Best practices Benchmark Enterprise 66

Satrix Solutions

SEPTEMBER 8, 2020

Naturally, marketing can turn to Promoters for testimonials and case studies. Competitive Benchmarking Study. A competitive NPS benchmarking study is also a valuable CX program for CMOs. Evolving Accountability for CX. But are there more opportunities for marketing to leverage this group of raving fans?

Marketing 78

Marketing Customer Experience Benchmark B2B 78

ClearAction

NOVEMBER 13, 2014

The marketing operations (MO) function has emerged due to the need for a more transparent, efficient, and accountable view of marketing. The 2006 IDC CMO Technology Benchmark Study found that the headcount allocated to MO was about 2.5%. This was the first time MO was specified as a stand-alone function in the IDC studies.

Marketing 62

Marketing Finance Benchmark Government 62

Calabrio

MARCH 11, 2025

Call center QA, or contact center QA, is a strategic, data-driven process that evaluates every facet and channel of customer interactionsfrom voice calls and live chats to emails and social media engagementsagainst established performance benchmarks. A recent Calabrio study found just 22% of agents get one-on-one feedback on a weekly basis.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

ChurnZero

OCTOBER 22, 2021

product usage (does the account have above 80% account utilization with high feature usage?), To encourage internal participation, Nicole suggests incentivizing your CSMs by giving them a small stipend for each of customer who agrees to participate in a case study, act as a reference, and so on.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

Answer Dash

OCTOBER 15, 2018

Appropriately, the 2018 Demand Gen Benchmarks Report found that 70 percent of marketers say their demand-generation budgets are growing, and a third of them said they will grow by more than 20 percent. Demand generation has traditionally focused on looking beyond existing accounts and finding new prospects.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Spearline

NOVEMBER 25, 2020

The Taylor Research Group highlights in their Contact Center Industry Stats that “although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel” Contact Babel’s research indicates that telephone calls account for 66.3% of interact.

Cloud contact 98

Cloud contact Contact Center Call flow Benchmark 98