aircall

NOVEMBER 28, 2022

Pipedrive is a SaaS unicorn—a deal-driven CRM solution which empowers marketing and sales teams. Before using Klaus: CSAT was 95% – above 2022’s benchmark of 89%. IQS measured 86% – slightly below 2022’s benchmark of 89%. Maintaining fair and consistent grading with regular calibration sessions. With Klaus, they: 1.

SaaS 62

SaaS Calibration Customer Service Benchmark 62

Callminer

AUGUST 1, 2017

Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Going from 50% first time resolution to 100% first time resolution might sound like a great target, but getting to 60% is already a 20% improvement over the benchmark.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

COPC

SEPTEMBER 30, 2022

RevealCX is an AI-Powered software as a service (SaaS) quality monitoring solution. RevealCX enables quality management best practices in all areas such as calibration, closed-loop feedback, action planning and robust analytics to drive performance improvement efforts. WINTER PARK, Fla., 26, 2022—  COPC Inc. About COPC Inc.

Calibration 62

Calibration Best practices Benchmark Quality management 62

Nicereply

MAY 24, 2023

The Customer Success function has gained momentum over the past decade and is now, more often than not, an integral part of the customer journey within a SaaS company. Gunjan : The ultimate metric of success for any SaaS organization is net retention. This is a prerequisite to be able to calibrate strategy and iterate appropriately.

Calibration 52

Calibration SaaS Benchmark Education 52