ProProfs Blog

NOVEMBER 20, 2020

They act as role models to other employees by setting a standard benchmark. It sends out a positive message that you value your employees, thereby boosting their morale. When an employee is guided by empathetic minds, it boosts their morale. It affects their trust, morale and commitment. Alignment With Company Mission.

Employee engagement 158

Employee engagement Surveys Brand ambassadors Morale 158

Beyond Philosophy

JULY 29, 2019

The moral is, once you start making changes and not just talking about it theoretically, people get engaged. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. Contact us to learn more or request further information.

Consulting 260

Consulting Consulting Morale Benchmark 260

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. One of the best ways to gauge how to boost morale is by asking your team what flexibility means to them.

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. Create a Positive Work Environment A positive work environment boosts employee morale, which directly correlates with service quality. AI can significantly enhance efficiency within contact centers.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

SharpenCX

AUGUST 31, 2021

A customized dashboard offers many benefits : Focused insights to improve training and coaching methods Compiled data to improve decision making Transparency to increase agent productivity Clarity around team goals and benchmarks. Listen Now]: An Interview with Ric Kosiba: Using your Contact Center Data to Make Better Business Decisions.

Call Center 128

Call Center Metrics Benchmark Contact Center 128

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. With smart-routing, companies can also boost employee morale. Call-type tracking is also important.

Call Center 561

Call Center Metrics Contact Center Wait times 561

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? But let's go with the moral of the story and work from there: everything in the world constantly changes. Benchmarking is stupid. Image courtesy of Woods | Damien I originally wrote today's post for Intradiem. Why is it stupid?

Benchmark 37

Benchmark Metrics Morale Banking 37

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

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. Then, use the benchmarking data to set realistic goals.

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

Hodusoft

OCTOBER 22, 2021

Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. Creating a benchmark that fellow call center employees can strive to emulate or maybe surpass is the key to improving the performance of a contact center.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Spearline

APRIL 7, 2021

This is critical to ensure that organizations are providing their customers with the optimal experience, increasing brand reputation, employee morale and revenues. We will then present an example of how Spearline customers use the data and benchmarks they are provided with to better manage relationships and improve quality.

Telecommunications 69

Telecommunications Morale Benchmark Management 69

Hodusoft

FEBRUARY 19, 2025

Increased Abandonment Rates As per industry benchmarks, a typical call abandonment rate tends to increase significantly with every minute of wait time. This can also lead to burnout, stress, and lower morale among staff. Many studies show a considerable increase in abandoned calls once wait times exceed three minutes.

Wait times 52

Wait times Call Center Interactive Voice Response Abandon rate 52

Taylor Reach Group

NOVEMBER 30, 2018

After all why would we want home agents, speech recognition, higher quality or better staff morale and management? Unclear objectives: Centers are often charged with broad mandates to “deliver excellent customer care” but benchmarks and standards are not defined to allow the contact center to know how success will be measured.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

CCNG

JANUARY 4, 2023

Agents who are unsupported by “the cubicle next door” and by their knowledge systems are clearly going to provide lower-quality and slower service – and will suffer in terms of morale themselves. Bruce Belfiori is CEO of Benchmark Portal LLC, resource partner to CCNG providing content, studies, insights and more for contact center leaders.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Expivia

NOVEMBER 20, 2020

Give credit where credit is due, and incentivize with raises or cash to keep morale and motivation up. I have received pushback before from using a blanket statement and saying that the benchmark SLA should be 80/30. (80% Generating Marketing Data. Here we can collect product and price information.

Analytics 98

Analytics Morale Finance Benchmark 98

Calabrio

MARCH 25, 2025

This autonomy allows agents to better accommodate personal needs, resulting in higher morale and reduced absenteeism. Recognition is a powerful motivator and encourages the agent to set a benchmark for others in the team to strive for excellence. Acknowledging and reward outstanding performance.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

aircall

JANUARY 3, 2018

Zooming out” to a wider time frame will give you a better idea of overall trends and benchmarks. Newly trained representatives, as well as support-veterans, aren’t immune from slumps in productivity and morale. Customer service and support is an industry inherently susceptible to morale issues. Reward High Performers .

Coaching 86

Coaching Morale Analytics Benchmark 86

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. Typically, a 50-60% benchmark is good to aim for. Read more: Live Chat Metrics 2022 – Benchmark Data. Click here. Number of chats. to save time.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Help Scout

JULY 13, 2021

If you sell something to them, you are (at least morally) responsible for their experience. Read Email Response Times: Benchmarks and Tips for Support for practical advice. Get responsible: Center the customer’s perspective. They should not need to care about the business arrangements behind the scenes. Use systems to catch outliers.

Customer Service 137

Customer Service Scripts Chatbots Airlines 137

aircall

JANUARY 3, 2018

Zooming out” to a wider time frame will give you a better idea of overall trends and benchmarks. Newly trained representatives, as well as support-veterans, aren’t immune from slumps in productivity and morale. Customer service and support is an industry inherently susceptible to morale issues. Reward High Performers .

Coaching 81

Coaching Morale Analytics Benchmark 81

Calabrio

MARCH 31, 2025

With agent-centered gamification, you can integrate game techniques or technology into team workflows to boost morale and employee performance. 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

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

NICE inContact

AUGUST 21, 2019

The moral of the story is don’t let your contact center become an email hater. Learn more about customers’ expectations, download the CX Transformation Benchmark. The key is deployment of technology that will be able to read and understand personalized requests and respond in a like manner.

contact center solutions 15

contact center solutions Contact Center Morale Benchmark 15

Win the Customer

OCTOBER 6, 2020

Your task as a manager is to recognize these efforts and employees and celebrate their benchmarks. Facilitating praise between workers can also do big things for your team’s morale. Hitting that benchmark will be a huge collaborative success. When your employees accomplish a goal, it can be a huge win for the whole team.

Customer Service 76

Customer Service Benchmark Morale Metrics 76

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

Playvox

APRIL 4, 2023

To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. Replacing agents lost to attrition is costly — averaging more than $14,000 per agent.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Spearline

APRIL 7, 2021

This is critical to ensure that organizations are providing their customers with the optimal experience, increasing brand reputation, employee morale and revenues. We will then present an example of how Spearline customers use the data and benchmarks they are provided with to better manage relationships and improve quality.

Telecommunications 52

Telecommunications Morale Benchmark Management 52

Talkdesk

MAY 11, 2020

Doing so provides greater transparency into the quality management process and helps teams identify small wins they can celebrate to build and maintain strong morale and motivation.

Coaching 88

Coaching Contact Center Morale Analytics 88

ProProfs Blog

AUGUST 6, 2021

Culture Amp is an all-in-one employee engagement solution to run culture surveys, create performance reviews, analyze employee morale, and more. Option to like and add public comments for your employees to boost their morale. Key features of Fortay are: Use company culture benchmarks to identify the right candidates for your company.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

Taylor Reach Group

NOVEMBER 21, 2019

In addition to their own wages and the cost of recruiting and training, a new hire increases costs through longer handle time and a lower resolution rate, lowers revenue during the learning curve, degrades customer/client goodwill through “rookie errors,” and hurts employee morale because of overwork and mandatory overtime.

Contact Center 63

Contact Center Benchmark Business Process Outsourcing B2C 63

FreshGrade

JANUARY 6, 2020

Benchmarks. Creating benchmarks and attainable goals. Breaking down a goal into smaller, more digestible benchmarks will help you and your team better reach the finish line. Breaking down a goal into smaller, more digestible benchmarks will help you and your team better reach the finish line. Short-term goals.

Benchmark 52

Benchmark Morale Personalization 52

Call Experts

APRIL 14, 2022

It’s also been used as a benchmarking tool to gauge how well a contact center compares against others. Using ASA would cause inaccurate performance data and unnecessary criticism of your agents, damaging morale and higher turnover rates. Do not mistake ASA with service level agreements ( SLAs ).

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

Solvvy

JULY 8, 2022

The most successful businesses know customer satisfaction is more than a feel good, morale-boosting accomplishment. Analysts that have studied NPS across industries have found that benchmarks vary for businesses in different markets. The technology that can help improve CSAT and NPS scores.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

Fonolo

SEPTEMBER 27, 2016

They drive morale, they make agents better by coaching and as we all know, they are the most important factor in whether an agent stays or leaves. Make sure your agents know what’s going on in the call center, as well as the metrics and benchmarks that they’re being measured against.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post. Agents need to feel heard to keep morale and engagement high.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

Solvvy

MARCH 22, 2022

We advise businesses to set up 30-, 60- and 90-day benchmarks upon implementation. This increases morale, reduces churn and leads to less employee turnover. With our implementation team, by day 30 the chatbot should be up and running with both functionality and actionable analytics.

Chatbots 62

Chatbots Morale Benchmark Upselling 62