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. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

SQM Group

JULY 27, 2023

Learn how you compare to industry peers, the call center industry average, and world-class performers for the top call center benchmarks and industry standards.

Benchmark 98

Benchmark Call Center industry standards 98

ShepHyken

SEPTEMBER 11, 2023

Customers don’t just compare you to other companies within your industry. Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. When they create this new way in an industry with a lot of headroom, they will win.”

Automotive 331

Automotive Airlines Benchmark Service level 331

Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. It is not copying the best.”

Gamification 236

Gamification Benchmark Wireless Automotive 236

ShepHyken

APRIL 4, 2018

Their goal, you heard, is to have the best customer service in the industry. Let them go head-to-head with customer service and experience expectations based on the existing industry standards. Let the best of the best, regardless of industry standards, set your bar. Here’s my take: good for them.

industry standards 254

industry standards Benchmark Advertising Sales 254

AWS Machine Learning

NOVEMBER 15, 2024

Cohere Multimodal Embed 3: Powering enterprise search across text and images Cohere’s embeddings model, Embed 3, is an industry-leading AI search model that is designed to transform semantic search and generative AI applications. All businesses, across industry and size, can benefit from multimodal AI search.

Benchmark 107

Benchmark Enterprise Construction Engineering 107

AWS Machine Learning

MARCH 3, 2025

Amazon Bedrock Marketplace is a new capability in Amazon Bedrock that enables developers to discover, test, and use over 100 popular, emerging, and specialized foundation models (FMs) alongside the current selection of industry-leading models in Amazon Bedrock. Conclusion:** Figure E is the one that differs from the others.

Benchmark 89

Benchmark APIs Enterprise Construction 89

SQM Group

FEBRUARY 6, 2025

Let's explore the 2024 FCR benchmark results. Highlighting trends, challenges, and advancements.

Benchmark 69

Benchmark Call Center 69

ShepHyken

JULY 31, 2017

Here are a number of examples of how the hotel industry can deliver better service and a customer experience. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Even if you’re not part of that industry, take a look at what drives these companies’ NPS scores.

Customer Service 0

Customer Service SaaS Benchmark Technology 0

ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. My Comment: Just because this article focuses on loyalty in the hospitality (hotel) industry, doesn’t mean you shouldn’t read it.

Customer Service 205

Customer Service Benchmark Surveys Customer Experience 205

CCNG

JULY 6, 2022

Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We Which benchmarking studies are worth your time? What professional groups are valuable?

Best practices 195

Best practices CCNG Benchmark Consulting 195

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

The Northridge Group

AUGUST 23, 2022

Quality Monitoring needs vary by industry, but one industry with very specific and complex Quality Monitoring needs is the healthcare industry. There are a variety of reasons why monitoring calls for the highly regulated healthcare industry is a more complex process than monitoring calls in other industries.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

ShepHyken

OCTOBER 4, 2019

It can capture customer data including average spend, visit frequency, lifetime value, itemized purchases, and competitive benchmarks. He possesses hands-on experience in writing for the customer service industry. Dwayne likes drawing connections between different industries and entities while designing his blogs.

Benchmark 309

Benchmark Customer retention Feedback Consulting 309

ShepHyken

JUNE 20, 2018

Uber disrupted the taxi-cab industry. Disruption is not about disrupting an industry. The companies and individuals who deliver amazing service set the benchmark for everyone. And, Amazon started out disrupting bookstores and eventually moved on to disrupting the entire retail world. You can be a tiny company.

Customer Service 252

Customer Service Benchmark Chatbots CRM 252

ShepHyken

NOVEMBER 22, 2019

For businesses that have become the benchmark for top customer service, what are they doing differently? Bottom line… Customer support has largely been seen as an industry that requires teams to be reactive. It all boils down to understanding the principles that differentiate a good support team from a great one.

Customer Support 367

Customer Support Multi-channel support voip Benchmark 367

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Armed with this information, she writes about latest industry technologies and how it benefits organizations from small scale to global enterprises. Shep Hyken.

Government 234

Government Technology Benchmark call center software 234

ShepHyken

SEPTEMBER 25, 2023

Top Takeaways: The frequency of tipping, or “tipflation,” has increased across industries. Positive experiences in one industry can shape customer expectations in others. For example, exceptional customer service at an Apple store can set the bar for expectations in restaurants and other industries.

Benchmark 219

Benchmark Customer centricity Marketing Technology 219

IdeasUnlimited

AUGUST 21, 2024

In this context, USA call centers are particularly influential, setting high standards for the industry through their advanced technology, expert training, and commitment to quality. Industry expertise plays a key role in improving client relationships.

industry standards 98

industry standards Call Center Best practices Benchmark 98

CSM Magazine

FEBRUARY 5, 2025

The service has been successfully deployed across various industries since its beta launch, with clients reporting improved customer satisfaction, time savings, and cost reduction. Syntheia Corp.

Benchmark 52

Benchmark Customer Service Sales Customer Experience 52

ConvergeOne

MARCH 10, 2022

ConvergeOne Achieves an NPS That’s Nearly Double the Industry Benchmark. The score is nearly double the IT services industry benchmark of 42, as reported by ClearlyRated. Our industry-leading NPS substantiates our position as a proven cloud and applications solution provider that creates value for customers.

industry standards 105

industry standards Real estate Benchmark Customer centricity 105

ShepHyken

JANUARY 20, 2020

The Wise Marketer) We are fans of mapping out industry trends and predictions at the beginning of each year. It’s part of our mandate as the voice of the global Loyalty Marketing industry, but we recognize that our list is just one among dozens of others. Live Chat Benchmark Report 2020 Comm100 Network Corporation.

Customer Service 238

Customer Service B2C Entertainment Customer effort 238

ShepHyken

APRIL 11, 2017

However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention. Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

3CLogic

DECEMBER 17, 2024

The contact center industry is constantly evolving. These solutions are setting new benchmarks for customer satisfaction by empowering organizations to solve more issues faster at a lower cost. Rapid technological advancements have affected customer expectations, with 73% demanding better personalization and 81% faster service.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

COPC

SEPTEMBER 9, 2022

This partnership will provide the South African contact centre industry with research insights into its market and those it supports, ensuring improvement in professional competency. CCMG’s volunteer board of industry professionals oversees Professional Standards and Competencies for the industry. WINTER PARK, Fla.,

Best practices 99

Best practices Benchmark Consulting Consulting 99

ShepHyken

FEBRUARY 24, 2020

Forbes) Working as chief marketing officer of an AI-based business and marketing solutions company, I have a unique viewpoint of the marketing industry and the evolutions taking place, which has led me to make the following predictions for the year ahead. This works for virtually any business.

Customer Service 205

Customer Service Benchmark Marketing Customer Experience 205

CSM Magazine

FEBRUARY 12, 2024

Corporate events serve as a powerful platform for networking, brand promotion, and industry engagement. To host an event that not only stands out but also resonates within your industry requires careful planning, innovation, and attention to detail. Enlist speakers who are leaders in their field to add credibility and draw crowds.

Entertainment 95

Entertainment Benchmark Transportation Advertising 95

CSM Magazine

MARCH 11, 2025

The ASQ Awards are a benchmark in the aviation industry, measuring airport performance directly through feedback collected via 700,000 live surveys in 2024. This global event will bring together industry leaders to discuss how airports can further enhance the customer experience in rapidly changing times.

Customer Experience 52

Customer Experience Benchmark Customer centricity Feedback 52

CCNG

JULY 12, 2020

The contact center industry has never experienced anything like the COVID-19 pandemic. Despite these claims, why hasn’t the industry adopted this as its primary model? The opportunity to benchmark yourself against other participating companies.

CCNG 195

CCNG Benchmark Contact Center Employee engagement 195

AWS Machine Learning

DECEMBER 3, 2024

Digital experience interruptions can harm customer satisfaction and business performance across industries. The risk and impact of outages increase during peak usage periods, which vary by industry—from ecommerce sales events to financial quarter-ends or major product launches.

Customer Experience 105

Customer Experience Engineering Enterprise Benchmark 105

CCNG

JULY 11, 2020

Conversation, candid discussion and knowledge sharing with a trusted network of experienced peers is an effective way for us to navigate this constantly changing industry. Industry benchmarks, trend analysis, and accepted best practices all help shape your strategic decisions.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

ShepHyken

JULY 16, 2018

Christopher Elliott gives us a glimpse into what the CX will be like in the travel industry – and I think you’ll like it! It doesn’t matter what industry you’re in, increasing the number of customers who come back, even by just a small percentage, has a big impact on your bottom line. The message is clear.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

Education Services Group

NOVEMBER 21, 2022

For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. A growing industry full of fresh talent. We’re seeing many new hires from outside the industry. For 44.3%, it’s been less than five years in the industry.

Metrics 98

Metrics Benchmark CRM Technology 98

ShepHyken

FEBRUARY 5, 2018

(SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. They don’t just compare you to direct competitors, but to companies outside of the industry. The short answer is… YES!

Customer Service 38

Customer Service B2C Benchmark B2B 38