Comm100

AUGUST 31, 2021

To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

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. Book a free Calabrio demo today. And employee churn among new hires can be especially high.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Hodusoft

NOVEMBER 6, 2024

Performance in a contact center refers to how effectively agents manage calls, resolve issues, and meet established benchmarks. Leaderboards are powerful motivators as they can drive your top-performing employees to remain consistent and set new benchmarks for success. Ask for a Free demo!

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Hodusoft

OCTOBER 23, 2024

Importance of Measuring NPS for BPO Contact Centers How to Benchmark NPS Tips to Conduct the NPS Survey What is Net Promoter Score (NPS)? Set a Quantifiable Benchmark By calculating NPS, organizations can set a quantifiable benchmark. Ask for a Free demo! Ready to boost your NPS? Connect with our experts for more details!

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Spearline

MAY 3, 2022

The power of a benchmark comparison in phone number testing When you receive an alert that your phone number is not functioning, you know immediately that there is a problem. Being able to benchmark your results against other organizations helps point out where issues might be, and provides guidelines to help you fix any hidden issues.

Benchmark 98

Benchmark Customer Service Accountability Feedback 98

Spearline

JANUARY 6, 2022

Quality levels before a migration can be used as a benchmark to gain full visibility of the impact of infrastructure changes. Find out more and ask for a FREE DEMO today. And with automated testing cycles and live real-time alerts, you can be the first to know when an issue crops up.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

Calabrio

MARCH 5, 2025

Benchmark against competitors To gain a competitive edge, it’s essential to benchmark your VoC program against others in your industry. CSAT Scores: Check the American Customer Satisfaction Index to find CSAT benchmarks in your industry. Book a free demo today to learn more.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Tethr

SEPTEMBER 10, 2021

Here are two major milestones to hit on your route to the top: Benchmark #1: Aiming for average. For our customers who use TEI, we provide an in-depth benchmarking dashboard that makes measuring your customer effort score easy. Benchmark #2: Break into the top 25%. Need help finding those higher goals?

Customer effort 84

Customer effort Benchmark Sales Customer Experience 84

Spearline

JANUARY 13, 2022

This allows them to benchmark performance and identify any quality or connectivity issues pre-/post- migration. Find out more about proactive, automated testing of your numbers or ask for a FREE DEMO today. . The benefits of our platform are not only in monitoring your vital contact numbers.

voip 105

voip Telecommunications Benchmark Contact Center 105

AWS Machine Learning

JULY 26, 2023

Hands-on walk through: Foundation Models on SageMaker Lesson 1 slides Lesson 1 hands-on demo resources 2. How to do this with SageMaker Ground Truth Updated reward modeling Hands-on walk through: RLFH on SageMaker Lesson 6 slides Lesson 6 hands-on demo resources 7. Deploying a foundation model Why do we want to deploy models?

Scripts 96

Scripts Engineering Benchmark Best practices 96

Calabrio

MARCH 27, 2025

Setting an Average Handle Time Benchmark: What is a Good AHT? So, while this industry standard offers a good starting place for contact centers looking to benchmark their own performance, its important to analyze your operations metrics within their historical context to derive insights that guide your strategies for improvement.

Average Handle Time 52

Average Handle Time Best practices Contact Center Metrics 52

Tethr

JANUARY 24, 2022

And of course, don’t forget to check the benchmarking sections to see how your company measures up to the competition. Simply add a user, and they can see their own opportunities and conversion rates over time, as well as benchmark against other sales reps. Request a demo with our team today.

Benchmark 98

Benchmark Average Handle Time Customer Care Sales 98

AWS Machine Learning

MARCH 3, 2025

Through comparative benchmarking tests, we illustrate how deploying FMs in Local Zones closer to end users can significantly reduce latencya critical factor for real-time applications such as conversational AI assistants.

APIs 71

APIs Benchmark Metrics Healthcare 71

Totango

DECEMBER 20, 2023

Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category. Sign up for a demo today to join the thousands of users who have made Totango a leader in the CS industry. Not a Totango customer just yet?

Enterprise 115

Enterprise Customer centricity Benchmark Upselling 115

Tethr

JANUARY 14, 2022

If you want to find out how your company’s digital transformation compares to others when it comes to customer experience, check out Tethr’s benchmarking feature in a live demo with our team. Customer experience is a tough battleground.

Customer Experience 92

Customer Experience Benchmark Analytics Technology 92

VirtualPBX

APRIL 30, 2021

Take command of your call center by viewing powerful call metrics that allow you to monitor, track, compare, and create benchmarks for your team’s success. Want to demo Advanced Call Reports? Get Advanced Call Reports. We have friendly VoIP experts on standby that would be happy to demonstrate all that VirtualPBX has to offer.

Metrics 98

Metrics Abandon Call Abandon rate voip 98

Calabrio

MARCH 25, 2025

It will also flag interactions that can potentially lead to customer frustration, which are then benchmarked against agent performance so that its clear when an agent hand-off needs to happen. This is key to creating a more responsive and efficient customer service strategy overall, benefiting your customers and your organization.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

Calabrio

MARCH 31, 2025

Learn more about the benefits offered by top call center gamification software: Book a free Calabrio demo. Ideas for Using Gamification to Drive Peer Competition Adding a (friendly) competition to your agents day can give them benchmarks to compete against and can make more boring tasks fun.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Comm100

SEPTEMBER 6, 2022

Three great ways to figure the answer out: Book a demo with one of our live chat specialists to discuss your setup Input your details into our Live Chat ROI Calculator to find out the optimal setup Continue reading this blog! The industry benchmark is 2 live chats per agent at a time, but experienced agents can take on up to 3.

Benchmark 98

Benchmark Average Handle Time Best practices Metrics 98

Calabrio

MARCH 11, 2025

Call center QA, or contact center QA, is a strategic, data-driven process that evaluates every facet and channel of customer interactionsfrom voice calls and live chats to emails and social media engagementsagainst established performance benchmarks.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

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. Contact us for a demo to learn more about how Upstream Works enables effective omnichannel customer experience management that delivers real business value.

Customer Experience 92

Customer Experience Management Contact center software Self service 92

Calabrio

MARCH 25, 2025

Recognition is a powerful motivator and encourages the agent to set a benchmark for others in the team to strive for excellence. Book a free demo today. Acknowledging and reward outstanding performance. Establishing targeted improvement strategies for underperforming agents. Focus on support and progress rather than punitive measures.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Comm100

JANUARY 20, 2022

Look for enterprise-grade security that meets international security and privacy benchmarks, particularly focusing on: ISO 27001 SOC 2 Type II PCI DSS WCAG 2.0. To find out if Comm100 Omnichannel Customer Engagement is the right platform for you, book a personalized demo with us. appeared first on Comm100.

Chatbots 98

Chatbots Benchmark Healthcare Best practices 98

AWS Machine Learning

NOVEMBER 19, 2024

As attendees circulate through the GAIZ, subject matter experts and Generative AI Innovation Center strategists will be on-hand to share insights, answer questions, present customer stories from an extensive catalog of reference demos, and provide personalized guidance for moving generative AI applications into production.

APIs 93

APIs Enterprise Best practices Government 93

aircall

OCTOBER 11, 2022

In sales teams, being uninterruptible should be restricted to time alloted for repetitive admin like logging activity in your CRM or high-value actions like sales calls and product demos. Real-time analytics that enable real-time call performance monitoring and KPI benchmarking. Need a quick Aircall demo ?

Customer centricity 118

Customer centricity CRM Sales Analytics 118

Spearline

NOVEMBER 25, 2020

Quality levels before a migration can be used as a benchmark to gain full visibility of the impact of infrastructure changes. Find out more and ask for a FREE DEMO today. And with automated testing cycles and live real-time alerts, you can be the first to know when an issue crops up.

Cloud contact 98

Cloud contact Contact Center Call flow Benchmark 98

Upstream Works

FEBRUARY 14, 2019

The recently published Dimension Data 2019 Global Customer Experience Benchmark Report underscores this and we’re feeling the love – for customers, agents, and business growth. demo video and feel the CX love. Communication is Key to a Great Relationship. With any relationship, communication is key.

Benchmark 90

Benchmark Analytics Consulting Consulting 90

ProProfs Blog

DECEMBER 21, 2020

If you do not ask the right questions while the customer is signing up or do not offer them the demo that helps them understand your services better, then you’re likely to see this churn rate going high. Reducing customer churn is impossible if you don’t have access to the right insights to analyze and use as a benchmark.

Surveys 148

Surveys Benchmark Feedback Sales 148

Inbenta

FEBRUARY 15, 2021

Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. Or, schedule a demo with one of our solutions specialists for a free consultation and impact assessment. . SCHEDULE A FREE ASSESSMENT.

Self service 99

Self service Metrics Chatbots Benchmark 99

ClientSuccess

JANUARY 11, 2023

As it turns out, the Golden Rule is really the benchmark for success when it comes to customer service and support. Learn more about how ClientSuccess can help your company develop a strong customer success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo. In fact, a lot.

Benchmark 80

Benchmark Upselling Education Best practices 80

Totango

DECEMBER 1, 2021

Agile CS goals should be quantified in terms of measurable objectives and benchmarks. View a demo and try it free to experience for yourself how the right technology can bring agility to your CS strategy. Standardize your documentation approach by developing a requirements template. Define How to Measure Success.

Government 103

Government Journey mapping Accountability Benchmark 103

Playvox

SEPTEMBER 19, 2022

Companies may also use AutoQA to benchmark sentiment trends from interactions scored the traditional way. If you’re not a Playvox customer yet, you’ll want to request a demo of our Workforce Engagement Management (WEM) solution today to learn more about our agent-empowering solutions that enable customers to do much, much more with less.

Quality management 80

Quality management Management Contact Center Benchmark 80

aircall

MARCH 3, 2021

We’ll also discuss how to benchmark call center software and use it to improve call center performances across various industries. Benchmarking Against Call Center Metrics Industry Standards. In this section, we look at call center benchmarks in general and in the e-commerce industry. Call Center Benchmarks Across Industries.

Metrics 71

Metrics Benchmark Healthcare Call Center 71

Lumoa

JULY 6, 2023

Upcoming webinars Using the science of happiness in CX – Using happiness as a competitive advantage Benchmarking Industry Standards – What does it mean to have a good score, relative to your peers?

APIs 15

APIs industry standards Surveys Benchmark 15

Calabrio

MARCH 22, 2025

Benchmark against industry standards Don’t operate in a vacuum; compare your contact center’s performance against established industry benchmarks to identify areas where you excel or fall short. This practice illuminates opportunities for improvement and helps you adopt proven best practices.

Best practices 52

Best practices Contact Center Management Call Center 52

Totango

APRIL 26, 2019

Balancing these response rates against benchmarked norms can let you know how effectively you are listening to your customers. Request a demo or explore Spark to find out more about making the most of the onboarding phase. Why it Matters. Totango understands the importance of the onboarding process.

Metrics 94

Metrics Benchmark Surveys Education 94

Fonolo

SEPTEMBER 6, 2018

Today, big brands have started pushing the envelope with increasingly sophisticated ways of supporting customers, thereby raising the benchmark for new businesses from the get-go to develop best practices for customer interaction and support. Get Hooked on Real-Time Messages.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139