Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-checking your data to ensure accuracy.

Best practices 147

Best practices Surveys Metrics Construction 147

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. Chatbots are the ultimate tool to manage high customer support volumes. Chat duration.

Benchmark 94

Benchmark Best practices Banking Wait times 94

Beyond Philosophy

APRIL 6, 2016

What competitors are doing always comes into the dialogue, and companies must be aware of how the value offered and the communication tools used by competitors in the marketplace impacts their own performance. The methods used to understand competitors most often involve one or more approaches to benchmarking.

Gamification 236

Gamification Benchmark Automotive Wireless 236

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

Totango

JUNE 24, 2022

SaaS companies face distinctive challenges, including pursuing different goals, using various methods to measure success, and relying on different tools to deliver successful outcomes. Delivering successful SaaS outcomes requires using tools to engage customers digitally, such as in-app messages, live chat, and email.

Best practices 109

Best practices SaaS Journey mapping B2C 109

Callminer

JULY 23, 2019

Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Check out some more information about agent performance from our vault here: Expert Tips & Best Practices for Effective Agent Feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

Cincom

FEBRUARY 14, 2025

This article outlines 10 CPQ best practices to help optimize your performance, eliminate inefficiencies, and maximize ROI. Automate contract generation by integrating CPQ with Contract Lifecycle Management (CLM) tools to reduce manual errors and ensure compliance.

Best practices 40

Best practices Sales CRM Finance 40

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

Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools. However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Totango

SEPTEMBER 9, 2022

Best practices for effective QBR meetings. For SaaS B2B clients, QBR meetings tend to focus on assessing value as measured by KPI performance benchmarks. Generate a report summarizing KPIs benchmarks from the last QBR and progress toward them. Use Benchmarking Data. QBR Best Practices.

Best practices 19

Best practices Benchmark Metrics B2B 19

AWS Machine Learning

DECEMBER 3, 2024

The custom plugin streamlines incident response, enhances decision-making, and reduces cognitive load from managing multiple tools and complex datasets. 45% of support engineers, application engineers, and SREs use five different monitoring tools on average. Tool switching slows decision-making during outages or ecommerce disruptions.

Customer Experience 103

Customer Experience Engineering Enterprise Benchmark 103

Tethr

OCTOBER 12, 2021

There’s no doubt about it: The voice of the customer (VoC) is a powerful tool for building customer loyalty and increasing value. With all that information at your fingertips, let’s talk about a few ways to get the most out of your VoC data with some voice of the customer best practices. Share data across the organization.

Best practices 94

Best practices Benchmark Call Center Analytics 94

Totango

SEPTEMBER 3, 2021

Use benchmarking data. QBR Best Practices . A quarterly business review can be an excellent tool for building rapport, strengthening relationships and ensuring renewals. Here are a few very simple best practices to follow to help make sure your next QBR is successful and engaging. . Want to give it a shot?

Best practices 102

Best practices Benchmark Metrics Enterprise 102

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. Once youve defined your goals, list the desired features and functions youd like to have in an analytics tool.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

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

AWS Machine Learning

FEBRUARY 12, 2025

By using the same evaluator model across all comparisons, youll get consistent benchmarking results to help identify the optimal model for your use case. The following best practices will help you establish standardized benchmarking when comparing different foundation models. 0]}-{evaluator_model.split('.')[0]}-{datetime.now().strftime('%Y-%m-%d-%H-%M-%S')}"

Metrics 91

Metrics Engineering APIs Benchmark 91

AWS Machine Learning

MARCH 14, 2024

By the end, you will have solid guidelines and a helpful flow chart for determining the best method to develop your own FM-powered applications, grounded in real-life examples. Whether creating a chatbot or summarization tool, you can shape powerful FMs to suit your needs. Kojima et al.

Best practices 129

Best practices Engineering Chatbots Enterprise 129

Beyond Philosophy

JUNE 13, 2019

In our global Customer Experience consultancy, we start with some of the tools and techniques we use with Customer Experience but apply them to employees. Usually, we spend much time talking about the principles and best practices for designing Customer Experiences. However, an integral part of your design is the employee side.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

AWS Machine Learning

NOVEMBER 15, 2024

All text-to-image benchmarks are evaluated using Recall@5 ; text-to-text benchmarks are evaluated using NDCG@10. Text-to-text benchmark accuracy is based on BEIR, a dataset focused on out-of-domain retrievals (14 datasets). Generic text-to-image benchmark accuracy is based on Flickr and CoCo. This example uses ml.g5.xlarge,

Benchmark 104

Benchmark Enterprise Construction Engineering 104

AWS Machine Learning

OCTOBER 2, 2024

This two-part series explores best practices for building generative AI applications using Amazon Bedrock Agents. This data provides a benchmark for expected agent behavior, including the interaction with existing APIs, knowledge bases, and guardrails connected with the agent. Include a mix of common requests (e.g.,

Best practices 97

Best practices APIs Metrics Accountability 97

AWS Machine Learning

DECEMBER 16, 2022

In this post, we outline the key benefits and pain points addressed by SageMaker Training Managed Warm Pools, as well as benchmarks and best practices. Benchmarks. We performed benchmarking tests to measure job startup latency using a 1.34 Best practices for using warm pools. Data Input Mode.

Best practices 91

Best practices Management Engineering Benchmark 91

CCNG

JULY 11, 2020

Industry benchmarks, trend analysis, and accepted best practices all help shape your strategic decisions. But understanding how these data are effectively applied in your unique business context is a complex issue--one that is best achieved through candid dialogue among peers. Make the commitment to reach out to yours.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

Beyond Philosophy

APRIL 6, 2016

What competitors are doing always comes into the dialogue, and companies must be aware of how the value offered and the communication tools used by competitors in the marketplace impacts their own performance. The methods used to understand competitors most often involve one or more approaches to benchmarking.

Gamification 150

Gamification Benchmark Automotive Wireless 150

AWS Machine Learning

JANUARY 10, 2023

This post describes the best practices for load testing a SageMaker endpoint to find the right configuration for the number of instances and size. We first benchmark the performance of our model on a single instance to identify the TPS it can handle per our acceptable latency requirements.

Best practices 88

Best practices Scripts APIs Metrics 88

Totango

APRIL 14, 2020

Here are 6 B2B customer segmentation best practices to help make that happen: Stay Goal-Focused. You need a comprehensive software base for proper customer segmentation, but the digital tools are now available to provide every customer with the level of care they require. The Top B2B Customer Segmentation Best Practices.

Best practices 71

Best practices B2B Enterprise Accountability 71

NICE inContact

AUGUST 20, 2020

Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers. NICE inContact Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates.

Best practices 78

Best practices Contact Center Benchmark Customer Experience 78

AWS Machine Learning

NOVEMBER 29, 2023

And we continue to work hand-in-hand with customers to operationalize responsible AI with purpose-built tools like Amazon SageMaker Clarify , ML Governance with Amazon SageMaker , and more. Furthermore, these tests are not useful for evaluating subjective criteria (e.g.,

Government 127

Government Metrics Benchmark Banking 127

AWS Machine Learning

NOVEMBER 1, 2024

In this post, we explore the best practices and lessons learned for fine-tuning Anthropic’s Claude 3 Haiku on Amazon Bedrock. Tools and APIs – For example, when you need to teach Anthropic’s Claude 3 Haiku how to use your APIs well.

Best practices 94

Best practices APIs Finance Metrics 94

Tethr

AUGUST 31, 2021

It’s one thing to start to reduce effort on an as-you-can basis—and quite another to invest in a tool that will help you systematically measure effort reduction over time. In this guide, we’ll cover the basics of that new feature: benchmarking for customer effort. What is benchmarking for customer effort? It’s all science.

Benchmark 69

Benchmark Customer effort Metrics Customer emotions 69

AWS Machine Learning

MAY 9, 2024

They establish and enforce best practices encompassing design, development, processes, and governance operations, thereby mitigating risks and making sure robust business, technical, and governance frameworks are consistently upheld. In the following sections, we discuss each numbered component in detail.

Government 129

Government Best practices Benchmark Metrics 129

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. . Today’s consumers are surrounded by the very best CX. Table of Contents: Chapter 1: Governments are taking CX seriously.

Government 98

Government Best practices Customer Service Chatbots 98

Comm100

NOVEMBER 13, 2022

A Complete Guide of Tools, Tech & Tips. With this all in mind, this guide will explore customer service from top to bottom, exploring the state of customer service today, revealing best practices, and recommending the best software you can adopt to help your customer service operations become the envy of your competitors.

Customer Service 97

Customer Service Chatbots Best practices Surveys 97

Peter Lavers

FEBRUARY 24, 2015

Your business & marketing strategy have likely been shaped, at least in early stages by PEST, SWOT and other tools to analyse internal & external factors. Once again it is useful to both look internally, capture what really happens already, and look externally (this time for best practice models).

Best practices 162

Best practices Marketing Benchmark Feedback 162

AWS Machine Learning

APRIL 22, 2024

It provides examples of use cases and best practices for using generative AI’s potential to accelerate sustainability and ESG initiatives, as well as insights into the main operational challenges of generative AI for sustainability. Throughout this lifecycle, implementing AWS Well-Architected Framework best practices is recommended.

Best practices 133

Best practices Benchmark Transportation Engineering 133

Peter Lavers

JULY 7, 2015

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 evidence of staff progression? Is any of the division outsourced? What’s the relationship like with suppliers?

Customer centricity 165

Customer centricity outsourcing Morale Benchmark 165

NobelBiz

DECEMBER 3, 2024

Check out the best practices for increasing effectiveness. Service Level Targets Service levels are benchmarks that determine the quality of customer interactions. For instance, implementing new tools or processes may reduce AHT, requiring forecast adjustments. Standardized practices and real-time adjustments are key.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52