Hodusoft

NOVEMBER 6, 2024

Performance in a contact center refers to how effectively agents manage calls, resolve issues, and meet established benchmarks. Quality assurance (QA) involves systematic monitoring and evaluation of interactions to ensure they meet predefined standards. Together, performance and QA form the backbone of a successful contact center.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Calabrio

MARCH 7, 2025

Call Center Industry Turnover Rate Benchmarks Call center turnover rates are notoriously high compared to other industries. Contact center industry averages vary. Depending on the type of work performed, typical benchmarks range from as low as 15% to 45%, or even higher.

Call Center 52

Call Center Benchmark Gamification Contact Center 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. This not only boosts customer satisfaction but also enhances employee morale and engagement. Research industry benchmarks.

Surveys 62

Surveys Benchmark Feedback Metrics 62

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

Calabrio

MARCH 5, 2025

Providing your frontline agents with not only targeted training and ongoing support but improved work-life balance and intuitive technology is crucial to driving better overall CXnot to mention supporting higher morale and agent retention. CSAT Scores: Check the American Customer Satisfaction Index to find CSAT benchmarks in your industry.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Calabrio

MARCH 5, 2025

Improved Agent Productivity and Morale: When agents are equipped to resolve issues on the first contact, it reduces the need for follow-up interactions, freeing up their time for other critical tasks. Successfully resolving customer issues on the first attempt boosts agent morale and job satisfaction.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

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