Calabrio

MARCH 27, 2025

5 Best Practices to Improve AHT Share Every conversation in a contact centerfrom start to finishholds helpful insights about the customer experience and service performance. Explore essential best practices to reduce AHTand shorten your conversations without compromising high-quality service.

Average Handle Time 52

Average Handle Time Best practices Contact Center Metrics 52

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Check out some more information about agent performance from our vault here: Expert Tips & Best Practices for Effective Agent Feedback. Make sure to listen to calls.

Best practices 140

Best practices Feedback Call Center Coaching 140

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)? Business leaders often implement VoC best practices by incorporating Conversation Intelligence platforms into their programs.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

ShepHyken

APRIL 11, 2017

How can you make money by understanding the numbers behind this survey? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?” How can you sell the C-Suite on the benefits of investing in Customer Retention?

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Callminer

MAY 26, 2020

To get the most out of this metric, use it to inform budgeting and infrastructure-related decisions as opposed to using it for agent benchmarking purposes. Exact strategies for improving your call center’s customer satisfaction metric depend on the services you have surveyed your customers on. Customer Effort Score.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

delighted

AUGUST 3, 2021

That’s why, right on the heels of our new eNPS and PMF surveys, we’re excited to announce two more survey templates to help you optimize how you collect feedback and measure your customer experience: A 3-point Smiley Customer Satisfaction Score survey (CSAT-3) A 7-point Customer Effort Score survey (CES-7).

Surveys 98

Surveys Best practices Customer effort Benchmark 98

delighted

JUNE 8, 2021

Many companies ask their customers for feedback with email surveys , often after a product has been received or a service has been completed. Ideally, your customers see your request, open the email survey, and provide their feedback. Most important of all is the email survey subject line. Email survey subject line importance.

Best practices 91

Best practices Surveys Feedback Construction 91

Comm100

SEPTEMBER 4, 2022

Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. That also means choosing the right live chat solution that offers a variety of advanced features and customizations to give agents the best tools for the job. Conclusion.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

Fonolo

AUGUST 25, 2020

Creating a consumer perception survey is the first step — here’s everything you need to know so you can find out what customers really think of your brand. What’s the point of your customer perception survey? Before you start creating your customer perception survey, you need to decide its purpose. Test your timing.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

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. It’s the largest survey of private SaaS companies in the world with over 1,500 responses. People will spend very large amounts. CS tends to hover around that.

Benchmark 98

Benchmark SaaS Metrics B2B 98

Global Response

MARCH 12, 2025

In this article, well explore what contact center analytics are and cover some of the best practices for using contact center analytics to improve business performance and strengthen customer relationships. Having these benchmarks set proactively will clarify expectations between agents and customers. Youre in luck!

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

delighted

NOVEMBER 10, 2021

With Translations, you’ll be able to customize survey translations within the Delighted platform. Creating survey translations in Delighted. Delighted comes with 30+ ready-made translations for the initial survey rating question (Net Promoter Score, employee NPS, Customer Effort Score, Product/Market Fit, etc.)

Surveys 87

Surveys Feedback Benchmark Metrics 87

delighted

JANUARY 13, 2023

Well-crafted survey design allows you to gather actionable insights into your products, services, and organization. Designing surveys – ones your customers and employees will want to take – requires careful thought and planning. Jump to: What is survey design? Why is survey design important? Survey design best practices.

Best practices 52

Best practices Surveys Feedback Benchmark 52

delighted

JANUARY 13, 2023

Well-crafted survey design allows you to gather actionable insights into your products, services, and organization. Designing surveys – ones your customers and employees will want to take – requires careful thought and planning. Jump to: What is survey design? Why is survey design important? Survey design best practices.

Best practices 52

Best practices Surveys Feedback Benchmark 52

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys.

Surveys 72

Surveys Marketing Benchmark Best practices 72

PeopleMetrics

MARCH 12, 2018

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Why internal benchmarking? Start with the best.

Benchmark 69

Benchmark Feedback Metrics Best practices 69

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. At Interaction Metrics, we take a smarter approach.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Comm100

MARCH 16, 2022

We will also discuss how government can improve customer service while meeting today’s strict security standards, exploring new approaches and tools with real-world examples and best practices. . In each of the seven countries surveyed, government customer satisfaction (CSAT) score ranked last across every industry.

Government 97

Government Best practices Customer Service Chatbots 97

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

Amity

NOVEMBER 21, 2016

Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. I’ve found that SaaS vendors use seven distinct strategies to empower CSMs with customer benchmarking.

Benchmark 59

Benchmark SaaS Best practices Metrics 59

Peter Lavers

JULY 7, 2015

Is there a staff survey and what does it reveal? What’s staff turnover like vs. sector and regional benchmarks? Our diagnostic tools can help you quantify any gaps to best practice and prioritise the actions to improve. Is there a defined set of behaviours that are driven by attitude rather than standards?

Customer centricity 165

Customer centricity outsourcing Morale Benchmark 165

Calabrio

MARCH 7, 2025

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

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Customer Relationship Metrics

MAY 12, 2017

Consider that best practices for your quality monitoring form is entirely different from what you have been standing behind. When quality monitoring forms are updated people merely make slight adjustments instead of implement the best practices. What call centers most often possess are common practices, not the best.

Best practices 62

Best practices Call Center Inbound sales First call resolution 62

Totango

JUNE 23, 2020

Five basic customer success best practices can help move the needle on your net promoter scores: Segment to Find Trends. Regularly Survey Customers. 6 Best Practices for Your CS Team. You can do this by following a few customer success best practices. Send NPS surveys to customers by segment.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

AWS Machine Learning

APRIL 22, 2024

Organizations are facing ever-increasing requirements for sustainability goals alongside environmental, social, and governance (ESG) practices. survey revealed that 87 percent of business leaders expect to increase their organization’s investment in sustainability over the next years. A Gartner, Inc.

Best practices 135

Best practices Benchmark Transportation Engineering 135

delighted

MAY 1, 2024

To glean these insights, you need to understand what an onboarding survey is, why it is important, which onboarding survey questions to ask, and the best practices for onboarding new employees. What is an onboarding survey? Why are onboarding surveys important?

Surveys 67

Surveys Employee engagement Best practices Feedback 67

OctopusTech

JULY 27, 2022

The data collected can be from the satisfaction surveys of customers, customer emails, call recordings, or social media responses. 15 Best practices of Call Center Quality Monitoring. But what call center best practices you can apply to get good results in your contact center? Improve the customer’s feedback.

Best practices 62

Best practices Call Center Scripts Contact Center 62

COPC

FEBRUARY 11, 2022

launched the Global Benchmarking Series, 2022. . ’s Global Benchmarking Series delivers monthly reports about timely issues affecting contact centers and customer experience (CX) organizations, covering topics, such as, CX strategies, quality workforce management, channel management, people management and technology.

Benchmark 52

Benchmark Contact Center Best practices Surveys 52

Lumoa

JANUARY 31, 2023

It’s very likely, that you have already answered NPS surveys multiple times yourself. Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. Follow up with deeper surveys If needed extend the depth of understanding with follow-up surveys. Make it a part of the routine.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

GetFeedback

FEBRUARY 6, 2019

Below we’ll share some quick tips on maximizing attendee feedback with event surveys. Event and conference surveys are a great way to capture attendee feedback without spreading yourself too thin. Event and conference surveys are a great way to capture attendee feedback without spreading yourself too thin. Read Article.

Feedback 110

Feedback Surveys Benchmark Best practices 110

Lumoa

APRIL 3, 2018

“ NPS has been a good metric to benchmark and help brands understand the overall outcome of their experience. At the same time a NPS survey is simple and short enough for consumers to respond regularly. Net Promoter allows you to switch between your "brand" to "product", if that follows the targets of your survey.

Benchmark 126

Benchmark Feedback Best practices Metrics 126

JustCall

APRIL 20, 2022

Employing customer service best practices should be the biggest priority for businesses in 2022. Most customers who have a negative experience aren’t waiting around filling surveys or giving CSAT scores, they just take their business elsewhere. It is one of the best practices in customer service.

Best practices 52

Best practices Customer Support voip Coaching 52

Totango

DECEMBER 28, 2021

When your team is up-to-date on the latest best practices and technology tools and prepared to handle frequent support issues, your customer success strategy will be more effective and your customers will enjoy greater satisfaction, resulting in higher retention. Follow best practices to create an effective renewal strategy.

Best practices 102

Best practices Benchmark Education Surveys 102

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. Typically, a 50-60% benchmark is good to aim for. Read more: Live Chat Metrics 2022 – Benchmark Data. Click here. Number of chats.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Call Design

JULY 6, 2021

A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. First Contact Resolution. Net Promoter Score. Advisor Satisfaction.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

HGS

SEPTEMBER 6, 2017

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Rather than leaning on legacy benchmarks, the modern contact center should be value-based (i.e.,

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

CCNG

JANUARY 4, 2023

This white paper endeavors to bring together the latest research on customer pain points and agent challenges, as well as the best ways we see these pain points and challenges being successfully over­ come. Younger participants in the survey showed more irritation with agents not knowing the answers than older participants.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195