Nicereply

DECEMBER 28, 2021

Looking back, we published podcasts (23 episodes) and blog posts (228 posts) full of tips and tricks to improve your customer experience. Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have? This is where benchmarking is helpful. Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Lumoa

FEBRUARY 20, 2018

Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. Tip: Measuring customer experience by the Net Promoter System gives you several advantages. At the same time, it's also an industry standard metric, which means you could benchmark the results. Found this useful?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Lumoa

JANUARY 31, 2023

Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. Tip: Measuring customer experience by the Net Promoter System gives you several advantages. At the same time, it’s also an industry-standard metric, which means you could benchmark the results.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Nicereply

SEPTEMBER 4, 2023

What is a Good NPS Score by Industry? Average NPS by Industry NPS Leaders by Industry Benchmarking your Net Promoter Score What is a Good NPS Score for SaaS? However, it’s important to note that industry standards for NPS scores may vary and that benchmarking your score can serve as a good Northstar to reference.

Benchmark 105

Benchmark Surveys Employee engagement Metrics 105

Calabrio

MARCH 22, 2025

30 Contact Center Management Best Practices: Tips to Take Performance to New Heights Now that weve covered the basics, lets dig into the details and best practices of contact center management within each the key areas discussed above. Use these tips to effect a more holistic contact center management approach: 21.

Best practices 52

Best practices Contact Center Management Call Center 52

Fonolo

OCTOBER 18, 2018

Here are some quick tips on how to do just that: Create an Optimum and Flexible Workforce. These important indicators help to benchmark call center performance, assess competition, and determine the degree of compliance with best practices. Meeting the Industry Standard of Service Level. What’s Inside: SLAs in Nutshell.

Service level 91

Service level Call Center Interactive Voice Response Metrics 91

Amity

JULY 13, 2016

Chargify - The latest Chargify news plus tips and tricks on how to run an efficient subscription and recurring revenue business. Gainsight - Take your Customer Success team to the next level by taking advantage of Gainsight's industry-standard best practices and thought leadership. Subscribe here. Subscribe here.

SaaS 81

SaaS Best practices industry standards Consulting 81

Fonolo

FEBRUARY 9, 2023

Whatever the story is, clearly we need to approach this “standard” with skepticism. TIP: A great way to reduce — or even eliminate — abandoned calls is to replace hold times with a call-back solution! Another approach to take is to look at the standards guides published by COPC which some in the industry use as benchmarks.

Service level 142

Service level Call Center Abandon rate Metrics 142

Global Response

MARCH 20, 2023

While this varies some by industry, 6 minutes is a standard benchmark to aim for in the beginning. The post 5 Tips To Reduce Your Call Center’s Average Handle Time (AHT) appeared first on Global Response. Many call center softwares will be able to process this calculation for you.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Balto

JANUARY 21, 2025

Formula: Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems). Formula: Tips to Balance AHT and Quality: Use AI-powered tools to guide agents through customer interactions in real time. Compare them against industry standards.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Formula: (Total number of incoming + outgoing calls) in a given period Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems). Key Tip: Identify and exclude outliers like extreme calls from your calculationsthey can skew averages and misrepresent trends.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. These KPIs help management in identifying trends, industry standards, and implanting required solutions for improving the overall call center performance. Transform your call center.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Balto

NOVEMBER 8, 2022

Hiring is often done seasonally or during expected call surges, such as the annual Open Enrollment period ( more tips on that here ) to keep ACAR to a minimum. Here are some tips that come in handy when measuring and improving your contact center metrics: 1. Benchmark Your Metrics. 2022 Metric Benchmarks.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Quiq

JULY 7, 2022

Was there anything unique happening in your business, the industry, or even globally that could be skewing your numbers? Next, figure out how to benchmark your numbers. Is there an industry standard? Pro tip: Try to avoid those passive-aggressive, “Did you forget about us?” Make sure to account for it.

Surveys 75

Surveys Customer retention industry standards Benchmark 75

Fonolo

OCTOBER 18, 2018

Here are some quick tips on how to do just that: Create an Optimum and Flexible Workforce. These important indicators help to benchmark call center performance, assess competition, and determine the degree of compliance with best practices. Meeting the Industry Standard of Service Level. What’s Inside: SLAs in Nutshell.

Service level 57

Service level Call Center Interactive Voice Response Metrics 57

Hodusoft

AUGUST 2, 2023

Importance of cost per call Tips to reduce cost per call in your contact center What is the cost per call? As per industry standards, an acceptable cost per call could range anywhere from $2.70 However, the cost per call varies from one industry to the other. What is the cost per call? What is a good cost per call?

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

Amity

JULY 13, 2016

Chargify - The latest Chargify news plus tips and tricks on how to run an efficient subscription and recurring revenue business. Gainsight - Take your Customer Success team to the next level by taking advantage of Gainsight's industry-standard best practices and thought leadership. Subscribe here. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Chargify - The latest Chargify news plus tips and tricks on how to run an efficient subscription and recurring revenue business. Gainsight - Take your Customer Success team to the next level by taking advantage of Gainsight's industry-standard best practices and thought leadership. Subscribe here. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Chargify - The latest Chargify news plus tips and tricks on how to run an efficient subscription and recurring revenue business. Gainsight - Take your Customer Success team to the next level by taking advantage of Gainsight's industry-standard best practices and thought leadership. Subscribe here. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Chargify - The latest Chargify news plus tips and tricks on how to run an efficient subscription and recurring revenue business. Gainsight - Take your Customer Success team to the next level by taking advantage of Gainsight's industry-standard best practices and thought leadership. Subscribe here. Subscribe here. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Fonolo

JULY 5, 2023

30 Call Center Tips and Tricks You Can’t Live Without 3. They’ve become an industry standard, which helps because customers know how to answer them quickly. They’re great for finding your own benchmarks and can be used to segment your data very easily. Qualitative customer feedback is essential.

Surveys 104

Surveys Brand ambassadors Sales Advertising 104

Hodusoft

JULY 3, 2023

What’s the “standard” AHT for a call center? Tips to reduce AHT Benefits of improving AHT What is Average Handle Time (AHT)? As per Call Centre Magazine , the industry-standard AHT is six minutes and ten seconds. The AHT benchmark for financial services as well as the business and IT sector is four minutes and 45 seconds.

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

Nicereply

JULY 10, 2023

Gauge where you are compared to other companies Tracking eNPS allows you to benchmark your company’s performance against industry standards or competitors. While the connection isn’t always a direct one, your historical eNPS numbers can inform your decisions about where your business profitability may be heading.

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

Dialer 360

APRIL 10, 2018

Here are the essential keys and tips listed for the improvement of the call center performance and to confirm its stability in the long run: Practices to Boost Call Center Performance. This is such a simple approach and included in call center benchmarking best practices. Tips for Ultimate Performance. Tips for Proper Knowledge.

Telemarketing 20

Telemarketing Call Center Interactive Voice Response Metrics 20

EPIC Connections

JUNE 26, 2019

Use benchmarking reports to understand your current performance and compare it to industry standards. We’re talking about more than measuring standard metrics. We’re talking about more than measuring standard metrics. We hope you find these tips helpful for optimizing your contact center’s performance.

Call Center 28

Call Center Call flow industry standards Contact Center 28

Nicereply

JULY 10, 2023

Gauge where you are compared to other companies Tracking eNPS allows you to benchmark your company’s performance against industry standards or competitors. While the connection isn’t always a direct one, your historical eNPS numbers can inform your decisions about where your business profitability may be heading.

Employee engagement 40

Employee engagement Surveys Metrics Feedback 40

SmartKarrot

JANUARY 30, 2024

This information, coupled with an industry-standard framework known as the OGSM model (Objectives, Goals, Strategies, and Measurement), forms the basis of a success plan. Using the OGSM framework, QBRs focus on quantifiable benchmarks, indicating whether the client is on the right track to achieving their goals.

Management 10

Management Enterprise industry standards Analytics 10

SmartKarrot

JANUARY 30, 2024

This information, coupled with an industry-standard framework known as the OGSM model (Objectives, Goals, Strategies, and Measurement), forms the basis of a success plan. Using the OGSM framework, QBRs focus on quantifiable benchmarks, indicating whether the client is on the right track to achieving their goals.

Management 10

Management Enterprise industry standards Analytics 10

Calabrio

MARCH 5, 2025

How to Measure, Benchmark, and Improve Share What is CSAT? While these general guidelines are a good place to start, it’s crucial to benchmark your CSAT score against industry standards and your own historical data. Analytics What is CSAT? How Do You Measure It?

Benchmark 40

Benchmark Quality management Contact Center industry standards 40