Fonolo

APRIL 14, 2022

The best strategy is to use a combination of data reports and benchmarking to ensure your findings reflect “the big picture” Creating a Customer Service Strategy That Drives Business Growth. NPS is one of the strongest customer service metrics available to a call center. How to Establish a Net Promoter Score Benchmark.

Benchmark 91

Benchmark Call Center Surveys Interactive Voice Response 91

PeopleMetrics

APRIL 12, 2017

It's easier to sell a metric to leadership if other high-performing institutions are using it. Adopting an industry standard means you can get agreement quickly, and it also makes it easy to benchmark your own bank against others. A metric that everyone understands is a metric that everyone can act on. You have a few.

Metrics 87

Metrics Customer Experience Banking industry standards 87

ShepHyken

AUGUST 28, 2017

This guide will discuss important metrics to consider when measuring satisfaction, and how to achieve customer happiness and retention along the way. Ideas like understanding industry benchmarks and using feedback are for everyone. Taking the time to read this is like attending a high-level graduate course. 24/7 Wall St.)

Customer Service 205

Customer Service Contact Center Benchmark Big data 205

PeopleMetrics

MARCH 12, 2018

Of course you do! 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?

Benchmark 69

Benchmark Feedback Metrics Best practices 69

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Of course not. Conclusion on CSAT .

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

APRIL 14, 2022

The best strategy is to use a combination of data reports and benchmarking to ensure your findings reflect “the big picture” Creating a Customer Service Strategy That Drives Business Growth. NPS is one of the strongest customer service metrics available to a call center. How to Establish a Net Promoter Score Benchmark.

Benchmark 67

Benchmark Call Center Surveys Interactive Voice Response 67

Amity

OCTOBER 23, 2018

Tracking the proper metrics is essential in understanding how your business is performing. For now let’s concentrate on the following four main metrics. This really depends on your industry so you want to familiarize yourself with industry benchmarks. One last word on best practices around customer success metrics.

Metrics 76

Metrics Best practices Customer retention SaaS 76

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. What will it tell you?

Metrics 80

Metrics SaaS Surveys Enterprise 80

NICE inContact

OCTOBER 8, 2019

These controls allowed the pilot to keep the airplane on course by controlling altitude and direction. Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks.

Benchmark 54

Benchmark Call Center First call resolution industry standards 54

delighted

MAY 4, 2021

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). NPS is primarily a relationship study metric (though it can also be leveraged for transactional studies — more on this later).

Metrics 77

Metrics Surveys Feedback Benchmark 77

Pointillist

JANUARY 25, 2019

It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. That adds up to 40+ days on hold for every person over the course of a lifetime.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

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. Of course, ease-of-use and automation are only the half of it. GE Appliances did just that.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

TechSee

MARCH 26, 2019

Take a few minutes for a quick refresher course on Net Promoter Score and then download the data sheet to learn the 10 reasons why Visual Support will make a world of difference to how you keep your customers satisfied. Here are some examples of NPS benchmarks by industry: Industry. What is Net Promoter Score? Automobile. Appliances.

Airlines 136

Airlines Contact Center Benchmark Banking 136

Fonolo

FEBRUARY 18, 2021

Check your past metrics and data reports, and analyze them for any trends that might be useful. Create a benchmark for success. Of course, no plan is perfect the first time around. Dive into your data history. You probably have a wealth of information just waiting to be tapped in your contact center channels.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

Tethr

JANUARY 24, 2022

Get unique insights into customer experience, customer care, and sales, with entirely different metrics and reports for each department. Each of these dashboards offers unprecedented insights into the customer experience—and all of them include effort scoring metrics using our proprietary Tethr Effort Index (TEI). In conclusion….

Benchmark 98

Benchmark Average Handle Time Customer Care Sales 98

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. All of those measures are important, of course. Finally, create a roadmap for modernization. Wed, 09/06/2017 - 12:52.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Netomi

JANUARY 26, 2022

Furthermore, the Netomi AI is anywhere between 11.97% – 23.38 % points better at predicting the right course of action, in comparison to other leading AI platforms. . NLU Benchmarking Report: The Process . Download your copy of the NLU Benchmarking Report now for the full results. NLU Benchmarking Report: The Results .

Benchmark 52

Benchmark Telecommunications Enterprise Metrics 52

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. Net Promoter Score®.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

CX Journey

DECEMBER 11, 2014

So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. These metrics will clue you in to the full picture of your customer relationship and whether your feedback can hold back the thunderstorms.

Metrics 62

Metrics B2B Accountability Surveys 62

Interaction Metrics

NOVEMBER 11, 2024

And of course, customer experience is a lot more than customer service. And, you know, being able to have real metrics on that. And so that became and then Nike was a very early client that became metrics, Interaction Metrics. So measuring the quality of interactions with real metrics. It’s the invoicing.

Surveys 62

Surveys Airlines Benchmark Feedback 62

ijgolding

DECEMBER 4, 2017

Yet how useful is NPS really, unaided by any other metric, as an effective way of assessing an organisation’s appeal to its customers? I’m not of course suggesting NPS should be discarded. In practice, NPS is more commonly used by marketing departments than operations departments.

Metrics 102

Metrics Airlines Benchmark Feedback 102

CustomerSuccessBox

FEBRUARY 17, 2022

If you’ve ever taken a Marketing 101 course, you’ve learned that retaining a customer is far more profitable than attracting new customers. I would say that Net Dollar Retention (NDR) is one of the most important metrics for SaaS companies. NDR is a metric expressed as a percentage. What is Net Dollar Retention?

Benchmark 52

Benchmark SaaS Customer retention Upselling 52

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC?

SaaS 98

SaaS Benchmark Metrics Consulting 98

Babelforce

AUGUST 27, 2020

But do you know *which* metrics are up to the task? CSat is basically the default customer satisfaction metric. There is no widely agreed calculation for this metric.). CES isn’t broad; it’s limited to very specific experiences It’s not standardized so can’t be benchmarked reliably It doesn’t directly reflect ‘satisfaction’.

Metrics 52

Metrics Benchmark Contact Center Customer effort 52

ChurnZero

SEPTEMBER 8, 2022

With an LMS, training managers can create courses that specifically address the needs of CSMs in relation to their customers. Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). How CSMs play a role in customer education.

Education 98

Education Benchmark Customer retention Metrics 98

ProProfs Blog

DECEMBER 21, 2020

Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark. Calculating the metrics is simple. Of course, training your sales team accurately on what the company is capable of also is an important aspect of churn reduction strategy. Online Training Course.

Surveys 148

Surveys Benchmark Feedback Sales 148

Amity

DECEMBER 17, 2014

Aside from new delivery methods and pricing structures, SaaS companies are also expecting their technology investments to provide metrics that help them manage the customer lifecycle – from conversion through to retention, renewals and growth. CB: Yes of course! Another important metric to track is Churn.

Metrics 48

Metrics SaaS Benchmark Customer retention 48

Calabrio

MARCH 22, 2025

Of course, individual contact center managers and leaders can play many different roles across the organization. Managing Processes: Ensuring that teams are in place and available is, of course, only the half of it. They may focus on one particular area or team within the operation. And if you can measure it, you can improve it.

Best practices 52

Best practices Contact Center Management Call Center 52

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. E-learning and Online Call Center Training Courses E-learning is a great way to complement practical and in-house call center training.

Call Center 141

Call Center Contact Center Coaching Gamification 141

CX Journey

JANUARY 8, 2016

Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? Of course, the boat had since moved, but the sword itself had not. I make the connection vis-à-vis benchmarking your voice of the customer metrics, e.g., NPS, customer effort score, satisfaction, and loyalty. Why is it stupid?

Benchmark 37

Benchmark Metrics Morale Banking 37

Fonolo

DECEMBER 15, 2022

The Executive Guide to Improving 6 Contact Center Metrics. As a contact center leader, it’s easy to get caught up in high-level metrics and reports. Of course, communication is a two-way street. Yet many contact centers struggle with setting proper benchmarks for their performance reporting. Improve the Customer Journey.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

ChurnZero

OCTOBER 15, 2021

Of course, those who have been in Customer Success for some time, regardless of whether it was named something different then, know that this function is not an overnight success. Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. Why NRR benchmarks are dangerous.

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

ChurnZero

AUGUST 25, 2021

It will help you set benchmarks to get a clear picture of your performance with your customers. A Net Promoter Score (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. Detractors, of course, are the ones who have given you the lowest satisfaction ratings.

Journey mapping 98

Journey mapping Benchmark Feedback Metrics 98

Avaya

OCTOBER 10, 2016

Here’s the Avaya roadmap to establishing a successful culture with better processes and metrics: Change Your Culture. We also created a cross-functional culture of teamwork through various councils, metrics, and sheer force of will, establishing the CEO Quality Award for excellent team performance in the pursuit of quality.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

CSM Magazine

FEBRUARY 5, 2025

Ritz-Carlton: Empowering Employees for Immediate Recovery The Ritz-Carlton remains a benchmark for stellar service recovery. However, some airlines have set benchmarks in service recovery by focusing on transparency and open communication. Let’s take a closer look at key metrics businesses can use to evaluate this impact.

Airlines 52

Airlines Customer Service Metrics Benchmark 52