AskNicely

AUGUST 29, 2018

” NPS Benchmarks. More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. Best NPS Benchmarks Are a Result of NPS Best Practices. So it made sense to show how brands across industries, use cases, and job roles view NPS.

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

Calabrio

MARCH 7, 2025

Call Center Industry Turnover Rate Benchmarks Call center turnover rates are notoriously high compared to other industries. Contact center industry averages vary. Depending on the type of work performed, typical benchmarks range from as low as 15% to 45%, or even higher.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Interaction Metrics

FEBRUARY 20, 2025

We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Use real customer feedback to tailor training sessions that focus on common pain points and best practices for resolution. Train your employees on survey best practices.

Surveys 62

Surveys Benchmark Feedback Metrics 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

Lumoa

JANUARY 31, 2023

Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. At the same time, it’s also an industry-standard metric, which means you could benchmark the results. The best practices include: Act on time. Make it a part of the routine. Learn from each other.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

NICE inContact

OCTOBER 8, 2019

Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks. Using our analogy, benchmarks are used to determine whether your call center is on course.

Benchmark 54

Benchmark Call Center First call resolution industry standards 54

Lumoa

FEBRUARY 20, 2018

Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. At the same time, it's also an industry standard metric, which means you could benchmark the results. The best practices include: Act on time. Share best practices across teams and organizational boundaries.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. These KPIs help management in identifying trends, industry standards, and implanting required solutions for improving the overall call center performance.

Best practices 52

Best practices Call Center Omni-channel support Management 52

NobelBiz

FEBRUARY 21, 2023

10 Best Practices for Reporting and Analytics in a Contact Center Reporting and analytics constitute an important prerequisite to making well-informed and accurate decisions and projections in any business. The following are 10 of the best practices to ensure the accuracy and the proper handling of reporting and analytics: 1.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Totango

JANUARY 10, 2024

Use baselines to track customer outcomes It’s typical for organizations to measure their client’s performance against industry best practices and use those numbers as a benchmark for success. The challenge with this, Beswada explained, is that it may not be your clients’ most important metric or KPI. “We

Sales 99

Sales industry standards Benchmark Upselling 99

NobelBiz

NOVEMBER 26, 2021

Your agents’ average time in comparison to industry standards. According to research, one of the highest percentages of employees would stay with a firm if an investment in learning was made, and Bruce Belfiore, CEO and Senior Research Executive of Benchmark Portal, believes that call center training is crucial to success.

Best practices 52

Best practices Management Contact Center Cloud contact 52

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 81

SaaS Best practices industry standards Consulting 81

Calabrio

MARCH 5, 2025

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%. Even better if this training is supported by sentiment analysis insights.)

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Fonolo

AUGUST 25, 2020

Best Practices for Creating Customer Perception Surveys. Here are some other general best practices to keep in mind while creating your survey: Keep it short and simple. They’ve become an industry standard, which helps because customers know how to answer them quickly.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

COPC

JANUARY 9, 2024

The requirements for obtaining COPC certification involve thoroughly evaluating the organization’s processes and measuring performance against the COPC CX Standard’s best practices and guidelines. So, we embarked on the path towards achieving COPC CX Standard certification to gain insights into industry benchmarks.

Customer Experience 74

Customer Experience Customer centricity Customer Care Best practices 74

Fonolo

OCTOBER 18, 2018

These important indicators help to benchmark call center performance, assess competition, and determine the degree of compliance with best practices. Meeting the Industry Standard of Service Level. These metrics allow call center managers to focus on making changes that could have a significant impact on growth.

Service level 91

Service level Call Center Interactive Voice Response Metrics 91

COPC

MAY 22, 2023

announces the addition of Scott Horace to the COPC Standards Committee. The COPC Standards Committee is a group of global leaders that oversees and maintains the COPC Customer Experience (CX) Standard , recognized as the industry standard for managing and improving CX operations since 1996. WINTERPARK, Fla.,

Benchmark 52

Benchmark outsourcing industry standards Best practices 52

Outsource Consultants

MARCH 3, 2025

The key is finding a provider that not only meets industry standards but truly understands your business goals.” The next step in choosing the right financial services call center outsourcing partner involves implementing best practices to ensure a smooth transition and ongoing success.

outsourcing 67

outsourcing Call Center Average Handle Time First call resolution 67

Vonage

MAY 23, 2017

It’s also important to know if your contact center is meeting the industry standards – and where it falls short. They’ll also discuss how other contact centers are achieving these benchmarks, and best practices for how yours can hit industry rates, or better yet, knock your KPIs out of the park.

Contact Center 48

Contact Center Benchmark First call resolution industry standards 48

Real Blue Sky

MARCH 6, 2023

Just as your organization has core competencies, an outsource provider (OSP) has the knowledge and experience necessary to provide top-notch customer service, leveraging industry best practices to manage customer relationships. Complies with your required industry standards.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Balto

JANUARY 21, 2025

5 Best Practices for Measuring and Improving Call Center Agent Performance Metrics Accurate measurement of contact center metrics is the foundation for improving call center performance and delivering an exceptional customer experience. Compare them against industry standards. Set realistic improvement goals.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

5 Best Practices for Measuring and Improving Call Center Agent Performance Metrics Accurate measurement of contact center metrics is the foundation for improving call center performance and delivering an exceptional customer experience. Compare them against industry standards. Set realistic improvement goals.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. How Indian Call Centers Leverage Technology for Quality Assurance Indian call centers stand at the forefront of technological innovation, revolutionizing quality assurance practices.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

COPC

MAY 19, 2023

The best practice is to measure both the percentage of customers that are satisfied and the percentage that are very dissatisfied. His vast experience working with diverse teams allowed him to effectively deliver consulting, benchmarking, training and operational auditing services. However, COPC Inc.

Metrics 68

Metrics industry standards Customer effort Consulting 68

Balto

NOVEMBER 8, 2022

Best Practices for Measuring Metrics. Benchmark Your Metrics. Measuring your call center metrics without familiarizing yourself with the industry standards can make it harder for you to determine if you’re going in the right direction. 2022 Metric Benchmarks. Define Objectives.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

COPC

JULY 20, 2023

Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?” The best practice is to set a range for service level instead of a static target. For example, we aim to achieve between 78% and 85% instead of just above 80%.

Service level 68

Service level Abandon rate contact center workforce Contact Center 68

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Fonolo

OCTOBER 18, 2018

These important indicators help to benchmark call center performance, assess competition, and determine the degree of compliance with best practices. Meeting the Industry Standard of Service Level. These metrics allow call center managers to focus on making changes that could have a significant impact on growth.

Service level 57

Service level Call Center Interactive Voice Response Metrics 57

Global Response

MARCH 20, 2023

While this varies some by industry, 6 minutes is a standard benchmark to aim for in the beginning. Implement ongoing and regular training to practice best practices for call handling. Many call center softwares will be able to process this calculation for you.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Hodusoft

AUGUST 2, 2023

As per industry standards, an acceptable cost per call could range anywhere from $2.70 However, the cost per call varies from one industry to the other. In both of our examples, the cost per call of $4 falls under the industry standard range. What is a good cost per call?

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

NICE inContact

NOVEMBER 9, 2018

There are several industry standard KPIs that can help you measure and benchmark your contact center performance. To learn more you can review the 2018 CX Transformation Benchmark and then review this white paper “ Top KPI’s for Managing Customer Service, Sales and Collections Contact Centers ”.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

JustCall

OCTOBER 25, 2023

Best Practices for Post-Call Surveys Now that we’ve established the critical role of agent performance, let’s explore how post-call evaluation can help you elevate it. Benchmarking your survey results with historical data or industry standards to understand where you stand.

Surveys 52

Surveys Best practices Feedback Metrics 52

Education Services Group

APRIL 16, 2021

If you’re scratching your head at this point wondering what on earth I’m talking about, the Customer Success Maturity Model is a proven, comprehensive framework used to define, organize, and benchmark the capabilities every CS organization needs to build a CS practice, operationalize its foundation, and transform its critical function to scale.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

Fonolo

JULY 5, 2023

Best Practices for Creating Customer Perception Surveys The key to creating a great customer perception survey is to figure out what you want to know about your customers. They’ve become an industry standard, which helps because customers know how to answer them quickly. And don’t forget to follow up!

Surveys 104

Surveys Brand ambassadors Sales Advertising 104