Upstream Works

MARCH 21, 2019

Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty.

Customer Experience 92

Customer Experience Management Contact center software Self service 92

airespring

FEBRUARY 29, 2016

How effective is your contact center? Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. With 2016 already under way, use these numbers to measure where you sit on the contact center curve.

Contact Center 74

Contact Center First call resolution Contact center software Benchmark 74

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

ShepHyken

APRIL 7, 2023

They are constantly searching for affordable options that give them more services for their money. To provide a service that is both affordably priced and meets the customer’s needs, customer support teams and account managers should be aware of those needs and benchmarks set by competitors and budgets.

Advertising 120

Advertising SaaS Multichannel Wait times 120

Hodusoft

SEPTEMBER 14, 2023

HoduCC's Predictive Dialer Earns Prestigious Gartner Badges In today’s highly competitive contact center software solutions industry, standing out from others can be very challenging. As this industry continues to evolve, HoduCC will remain at the forefront, setting a benchmark for innovation and customer satisfaction.

Contact center software 52

Contact center software Interactive Voice Response Contact Center Benchmark 52

NICE inContact

DECEMBER 12, 2018

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences.

Call Center 48

Call Center Benchmark Contact center software Contact Center 48

Hodusoft

NOVEMBER 27, 2020

So, what’s the best way to keep an eye on the daily operations of a contact center? After all, real-time reporting and benchmarking features can assist contact centers in growing their business. The post Importance of Real-Time Reports & Analytics in Transforming Contact Centers appeared first on HoduSoft.

Contact Center 52

Contact Center Analytics Contact center software Benchmark 52

NobelBiz

OCTOBER 24, 2023

Customer Journey Maps are the compass for contact centers, guiding them to meaningful touchpoints, personalized channels, and countless opportunities to enhance customer experiences and drive operational excellence.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

Balto

JUNE 13, 2022

Industry benchmarks put the call escalation rate at about 10%. Why Are Manager Requests Metrics Important to Contact Centers? When you see your manager requests rise, especially if they go above that benchmark, it’s a sign something’s not right. Employ Guided Contact Center Software.

Management 52

Management Contact center software Coaching Contact Center 52

SharpenCX

MAY 13, 2020

As you build and share dashboards with your team, share historical data as a benchmark for current performance. Then, pull in live data, charts and reports to show how current metrics compare to benchmark metrics. They took benchmark data and shared it with us (and their team).

Call Center 76

Call Center Metrics Benchmark Contact Center 76

Hodusoft

JUNE 5, 2023

HoduSoft’s HoduCC call/contact center software winning the Globee® Awards for Information Technology serves as a moment of celebration for its team that has worked tirelessly and relentlessly to develop and deliver innovative and high-quality unified communication solutions. But the most important thing is to win it together.”

Contact center software 40

Contact center software Benchmark Contact Center Customer centricity 40

NobelBiz

JULY 25, 2023

In essence, the components of interaction analytics in a call center are a harmonized dance of technology, data, and human insights, all geared towards one singular goal: elevating the customer experience. Performance Benchmarks: By analyzing call data, BPOs can set performance standards, driving continuous improvement.

Analytics 98

Analytics Call Center Contact center software Scripts 98

NICE inContact

NOVEMBER 9, 2018

Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Hodusoft

AUGUST 2, 2023

Modern contact centers can’t operate without a wide range of technology tools. So technology costs are among the major costs in contact centers. The technology costs can include contact center software , customer relationship management (CRM) systems, business phone systems , call routing software, and more.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

Fonolo

JANUARY 31, 2023

How to Buy Contact Center Software 6. Use incentives and gamification Call center training material can get pretty dry. Offer rewards and competition throughout your call center training to keep your agents engaged. Why not spice it up with some competition and fun games for your agents?

Call Center 141

Call Center Contact Center Coaching Gamification 141

NICE inContact

SEPTEMBER 26, 2019

Our latest CX global benchmark study showed a 63% increase in the number of customers interacting with companies through voice and digital channels, like chat and social media, which is driving up the volume of interactions. Which contact center software applications are the best suited for AI?

Interactive Voice Response 54

Interactive Voice Response Best practices Contact Center Contact center software 54

NICE inContact

AUGUST 2, 2016

Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center.

Contact Center 48

Contact Center Contact center software Technical Support Benchmark 48

SharpenCX

AUGUST 21, 2023

Measurable — Goals must be quantifiable and include a trackable benchmark to hit. Add AI to customer service software by [date] to reduce call times X% with next best actions and predictive modeling.” More than call-center-specific objectives, this is one goal that’s directly related to greater company success. The result?

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

SharpenCX

APRIL 1, 2020

For example, if one of your company goals is to reduce customer churn, it’s actionable to your team because the contact center directly impacts churn. You can create specific goals and benchmarks to help your agents reduce customer churn, like improving CSAT and positive customer outcomes.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Ameyo

JULY 26, 2019

Customers have come to expect a benchmark level of customer service. The healthcare service providers need to take some measures to get that edge and enhance the patient … Easing Patient’s Pain with a Healthcare Call Center Read More » The post Easing Patient’s Pain with a Healthcare Call Center appeared first on Ameyo.

Healthcare 63

Healthcare Call Center Benchmark Customer Service 63

Playvox

JUNE 6, 2023

The benefits of implementing contact center software such as Playvox WFM are well established–improved customer experience (CX), increased agent productivity, gained efficiencies, and reduced costs. Are there case studies , industry benchmarks, and other information to help fortify your business case?

Contact Center 66

Contact Center Finance contact center solutions Contact center software 66

NobelBiz

APRIL 18, 2023

Benchmarking Against Industry Standards Benchmarking against industry standards helps operations managers gauge their team’s performance relative to competitors. Why is benchmarking important? The post Hyper Efficiency: The Next Frontier in Contact Center Operations Management appeared first on NobelBiz.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JustCall

MARCH 9, 2023

According to a report by 8×8, employee satisfaction and customer experience are now considered the top KPIs to track by contact centers. There are over 30 contact center KPI benchmarks that your business can track to achieve higher performance. Which software to use for KPI measurement at the call center?

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

JustCall

OCTOBER 6, 2023

Define Standards & Benchmarks Customer service standards come in various flavors. Then, review past performances to set benchmarks for each parameter. At the same time, integrated contact center software solutions can enable and empower customer service agents to go the extra mile.

Customer Service 52

Customer Service Benchmark Contact center software Customer Support 52

NICE inContact

JUNE 30, 2016

With this in mind, it’s easy to see the value of modern contact center software all-in-one packages. Make sure to set benchmarks first so you’ll have a number to which results can be compared. Making all of the information available to analysts can be a headache for small or under resourced tech departments.

Analytics 49

Analytics Contact Center Technology First call resolution 49

NobelBiz

SEPTEMBER 19, 2023

In a call center, they’re the stumbling blocks to trust and efficiency. Brad Butler, Contact Center Software Consultant @NobelBiz Common Causes of Dropped Calls in Call Centers In a call center environment, every interaction with a customer is an opportunity either to build a lasting relationship or, unfortunately, to alienate someone.

Contact Center 59

Contact Center Abandon rate Call Center Telecommunications 59

Transparent BPO

AUGUST 20, 2019

.” It advises that contact centers use feedback mechanisms, such as post-resolution phone surveys, email surveys, and, when possible, in-person conversations. “Customers must be asked and their responses benchmarked consistently and continually to turn your contact center into a profit center,” the whitepaper says.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

SharpenCX

OCTOBER 15, 2019

Every contact center uses data differently. Every contact center is different. And, what every contact center measures, benchmarks, and reports on should be different, too. Customization should be expected, not a bonus.

Call Center 52

Call Center Contact Center Interactive Voice Response Analytics 52

Aspect

DECEMBER 24, 2018

We were also delighted to see ourselves awarded at this year’s UK Cloud Awards , being named a winner in the Security Solution of the Year category, in recognition of the innovative nature and consistently excellent performance of our Aspect Verify ® fraud detection software.

Chatbots 59

Chatbots Finance Self service Benchmark 59

JustCall

APRIL 20, 2022

For example, when you’re integrating contact center software and CRM, you’re centralizing the data of every customer. So, now you can attach call notes, call dispositions to every contact; you can attach call recordings. You can contextualize every contact with more details. So, keep an eye on this metric.

Best practices 52

Best practices Customer Support voip Coaching 52

Balto

MAY 13, 2022

Gamification can range from leaderboards and point contests for hitting benchmarks to progress bars that track performance. Rather than spot-checking or listening to random calls, the right contact center software can listen and score every call so that managers know how agents are performing.

Contact Center 52

Contact Center Gamification Scripts Coaching 52

SharpenCX

MARCH 24, 2020

Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. or email ticket, your FCR rate increases.

industry standards 52

industry standards Metrics Call Center Wait times 52

Fonolo

MAY 3, 2023

The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent. TIP: Most contact center software will generate a Call Detail Record (CDR). Case studies suggest that 35% is a reasonable benchmark for the “Abandon Rate Reduction Factor.”

Abandon rate 75

Abandon rate Contact Center Abandon Call Call Center 75

NobelBiz

NOVEMBER 26, 2021

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. But the key here is knowledge.

Best practices 52

Best practices Management Contact Center Cloud contact 52

NobelBiz

FEBRUARY 21, 2023

Talking about efficiency, our Omnichannel Contact Center Software is a champion in that. With its intuitive interface and buil-in analytics and reporting engine, it is the go-to solution for contact centers to improve their efficiency, and ensure the accuracy and exactitude f collected data.

Best practices 52

Best practices Analytics Contact Center Coaching 52

NobelBiz

OCTOBER 9, 2023

Integration issues within contact centers are not mere obstacles; they are the bridges to seamless customer experiences, connecting the dots between customer data, efficiency, and satisfaction. In essence, for call centers looking for a dependable tech solution, Nobelbiz OMNI+ stands as a benchmark of reliability and performance.

Call Center 52

Call Center Management Contact Center Contact center software 52

Fonolo

AUGUST 15, 2017

In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction. Understanding Industry Benchmarks. What’s Inside: What is CSat, NPS, and CES. Making the Most of Customer Feedback. Know What Makes Customers Tick. Plus So Much More! DOWNLOAD THE FREE 11 PAGE REPORT TODAY.

B2B 52

B2B Call Center Contact Center Benchmark 52