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. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

IdeasUnlimited

AUGUST 21, 2024

One case study shows that a financial services call center achieved a significant reduction in call handling time and an increase in customer satisfaction by employing agents who were well-versed in American financial terminology and cultural practices.

industry standards 98

industry standards Call Center Best practices Benchmark 98

Nicereply

DECEMBER 17, 2024

In this sense, CES can almost act as a gauge of how well a company is doing against its benchmarks and those of competitors. Set Benchmarks and Goals All too many SaaS companies get caught up in CES data collection that they forget the reason they’re doing it altogether: to improve team and product performance.

Customer effort 52

Customer effort SaaS Benchmark Surveys 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. Research industry benchmarks. Then, use the benchmarking data to set realistic goals. The result is a clear roadmap to improvement for your company.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. Benchmark against competitors To gain a competitive edge, it’s essential to benchmark your VoC program against others in your industry.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Outsource Consultants

MARCH 2, 2025

You can use industry benchmarks to estimate your staffing needs. Similarly, a financial services company would benefit from a partner well-versed in PCI DSS standards. Ask potential partners for case studies or client testimonials from your industry. How many calls do you receive daily, weekly, or monthly?

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

Outsource Consultants

APRIL 2, 2025

Now, let’s examine how to effectively assess call center performance through key metrics and benchmarks. The call center industry standard for a good CSAT score is 75% to 84%, with world-class scores being 85% or higher. How do I evaluate a call center’s industry experience?

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67