HGS

JULY 12, 2017

We believe in exceeding industry standards, delivering significant outcomes for our clients’ bottom lines, and helping customers get to the right answer, fast.”. This solution has built-in analytics that identifies the top call drivers, enabling HGS to create how-to videos and improve the FAQs to better support customer inquiries.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

Callminer

JULY 22, 2018

While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise. To this end, speech analytics software can provide an overview of call center performance by providing both agents and managers with actionable feedback.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

NobelBiz

JANUARY 28, 2025

How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards. Use tools like customer relationship management (CRM) systems and call center analytics platforms to collect performance data.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Calabrio

MARCH 27, 2025

Analytics What Is Average Handle Time (AHT) in the Contact Center? However, according to the most recent available data , the AHT industry standard or average is about 6 minutes and 3 seconds. This is why the amount of time spent on interactions is a key metric for ensuring the efficiency of your customer service.

Average Handle Time 52

Average Handle Time Best practices Contact Center Metrics 52

TeleDirect

MARCH 14, 2025

Use analytics tools to track customer sentiment trends. Compliance with industry standards helps maintain customer trust. Monitor online reviews and social media comments. Implement improvements based on recurring feedback. Best practices for compliance: Adhere to PCI DSS and HIPAA regulations for secure transactions.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

NobelBiz

NOVEMBER 26, 2024

Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Make sure the provider follows strict encryption and compliance standards. Can we access extra analytics or reporting features?

Call Center 52

Call Center Multi-channel support voip Technical Support 52

TeleDirect

FEBRUARY 7, 2025

By outsourcing legal intake to a specialized call center , law firms can mitigate these issues while ensuring professionalism and compliance with legal industry standards. Speech Analytics: Detects client sentiment and urgency for prioritized case handling. Frustrated prospects who turn to competitors for quicker service.

Call Center 62

Call Center outsourcing industry standards Scripts 62

Customer Contact Central Submitted Articles

SEPTEMBER 6, 2022

In the absence of agent scorecard best practices, there exists no formal system to capture performance issues, benchmark them against industry standards.

industry standards 189

industry standards Benchmark Analytics Best practices 189

OrecX

MAY 17, 2022

Some vendors claim it is complicated and time consuming to export your recordings in a playable, industry standard format - which it shouldn't be! Well, it's due to a few reasons: Many call recording software vendors are greedy.

industry standards 121

industry standards APIs CRM Analytics 121

AWS Machine Learning

JANUARY 7, 2025

The key features of this solution include: Ability to use translation memory The solution allows you to integrate your existing TM data, stored in the industry-standard TMX format, directly into the LLM translation process. He helps customers in the Northeast U.S.

Engineering 104

Engineering Metrics industry standards Finance 104

CSM Magazine

NOVEMBER 15, 2024

AI-Driven Suggestions Utilizing AI-powered suggestions can greatly improve the process of developing courses by seeking out platforms that provide suggestions for organizing course materials and selecting assessment methods in line with industry standards and data analysis findings.

Education 52

Education industry standards Analytics Technology 52

8x8

FEBRUARY 6, 2019

We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes. Speech Analytics for Contact Centers. Analytics Features. Description.

Analytics 48

Analytics CRM APIs Contact Center 48

CSM Magazine

JUNE 23, 2022

In academic and industry standard benchmarking through the LibriSpeech test—a speech corpus of 1,000 hours of transcribed audiobooks—it often beats out the major AI companies. The results are superior analytics and reporting, precise coaching suggestions, and a meticulous understanding of the voice of the customer,” added Namie.

industry standards 96

industry standards Benchmark Coaching Analytics 96

CSM Magazine

JANUARY 21, 2025

Key considerations include: Experience and Specialization Look for a provider with experience in your industry and expertise in handling specific product types, such as fragile items or regulated goods. The Future of 3PL Logistics The 3PL industry is evolving rapidly, driven by technological advancements and changing consumer demands.

Transportation 52

Transportation outsourcing industry standards APIs 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Calabrio

MARCH 22, 2025

Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization. Data-driven insights from tools like desktop and process analytics help identify bottlenecks and ensure that technology supports business goals.

Best practices 52

Best practices Contact Center Management Call Center 52

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success.

Analytics 52

Analytics Entertainment Customer Service Benchmark 52

ChurnZero

NOVEMBER 26, 2024

Use industry-standard titles where possible. Leverage analytics and customer success metrics to track product usage, adoption rates, and customer engagement. 3-5 years of experience in a customer-facing role within the technology or SaaS industry. Avoid overly creative titles.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Spearline

JUNE 1, 2021

However, advancements in artificial intelligence have paved the way for better analytics for calls coming into businesses. Systems, such as the one provided by Spearline, measure audio quality using the ITU (International Telecommunication Union) and standard PESQ (Perceptual Evaluation of Speech Quality).

Contact Center 98

Contact Center Telecommunications industry standards Analytics 98

Lumoa

JANUARY 31, 2023

At the same time, it’s also an industry-standard metric, which means you could benchmark the results. Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business. Share data and results of the customer experience analytics in an easy-to-use tool.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

NobelBiz

APRIL 2, 2024

We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check. Feature Set Offer a comprehensive suite of advanced features, including omnichannel routing, advanced IVR systems, workforce management tools, CRM integration, reporting, and analytics capabilities.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

CSM Magazine

APRIL 26, 2022

Funding to further enhance its leading technology and bring 360-degree data analytics solution to new markets. Conjura , the leading e-commerce data analytics platform, today announced it raised €15 million in Series A funding. The round was co-led by Act Venture Capital and MiddleGame Ventures , with participation from Tribal VC.

Analytics 52

Analytics Benchmark industry standards Customer retention 52

Fonolo

DECEMBER 5, 2019

The industry standard for FCR is 70-75%. No doubt as AI spreads to call centers far and wide, new KPIs and analytic tactics for the contact center will emerge. How does yours measure up? Metric #4: Service Level. After all, if there’s one thing we know everyone hates, it’s being kept waiting on the phone.

Call Center 125

Call Center Metrics First call resolution Contact Center 125

Cisco - Contact Center

FEBRUARY 18, 2020

Customer Journey Analyzer, our cloud-based advanced analytics reporting solution is now available for trial to all our on-premises contact center customers. The Customer Experience Analytics gadget displays the overall pulse of customer feedback through industry-standard metrics, such as NPS, CSAT, and CES. Learn More.

Contact Center 94

Contact Center Enterprise Self service contact center solutions 94

Tethr

DECEMBER 21, 2021

Ever noticed how much of the conversational analytics space seems designed for the data scientist, the dashboard-delver, or other types of, well… numbers people? Historically, it’s been difficult to take immediate action on the information delivered by a conversational analytics platform of any stripe. That’s the Tethr difference.

Engineering 97

Engineering Contact Center industry standards Analytics 97

Calabrio

MARCH 5, 2025

With Calabrio ONE VoC analytics tools , you can upgrade contact center performance by centralizing conversations from multiple sources in one place. Use predictive analytics Why not anticipate future customer needs, preferences, and behavior if you can? Based on historical data, AI forecasts future customer trends and demand.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Lumoa

FEBRUARY 20, 2018

At the same time, it's also an industry standard metric, which means you could benchmark the results. Text analytics help you to analyze the feedback in a fast and efficient manner, showing the tailored results valuable to your business. Share data and results of the customer experience analytics in an easy to use tool.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

ChurnZero

SEPTEMBER 28, 2021

It’s impossible to make the same prediction when comparing to another business outside of your industry. This is clearly a case in which industry standards and comparisons matter more than basic, general benchmarks. What Is a Good NPS Score for SaaS? A good NPS score for SaaS hovers somewhere around 28.

Benchmark 97

Benchmark SaaS industry standards Analytics 97

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. On the other hand, analytics refers to the use of advanced tools and techniques to analyze the collected data.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Fonolo

MARCH 17, 2022

Analytical skills. Call center managers should have the analytical skills to interpret the data and translate them into actionable insights. You should include industry-standard qualifications, as well as requirements that your contact center currently could use. Excellent organization and analytical skills.

Call Center 91

Call Center Management call center software Average Handle Time 91

Talkdesk

MARCH 12, 2021

Speech Analytics. Talkdesk Speech Analytics helps make the best use of the wealth of information available in every customer interaction. Talkdesk Omnichannel provides a channel-agnostic interface for agents to engage with customers seamlessly and see all their previous interactions across all channels to close cases faster.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Hodusoft

MAY 11, 2022

These vendors offer unique sets of features such as call routing, audio conferencing, real-time analytics, etc. . When a business is subjected to stringent industry standards or government regulations, the security of customer data is of utmost importance. Hosted PBX System use internet networks to offer VoIP services.

voip 98

voip Analytics industry standards Government 98

Fonolo

OCTOBER 23, 2018

Dive Into Your Analytics. The first step towards creating a high-quality customer self-service strategy is to dive right into analytics. Meeting the Industry Standard of Service Level. Call Center 101: The Golden Rules of SLAs. Learn how to become an expert in Service Level Agreements (SLAs). Plus so Much More!

Self service 85

Self service Interactive Voice Response Call Center industry standards 85

Fonolo

DECEMBER 1, 2022

Tools enhanced with artificial intelligence are a must these days, along with IVR capabilities, smart routing, real-time analytics, and immediate access to caller information and context for agents. . Omnichannel integration has quickly become the industry standard and is appreciated—and expected—by today’s customers. .

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Real-time analytics also enable managers to make informed decisions swiftly, adapting to customer needs dynamically. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics. Real-time analytics also enable managers to make informed decisions swiftly, adapting to customer needs dynamically. Benefits of AI in Call Centers AI is transforming call center operations across various fronts.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104