Global Response

MARCH 12, 2025

Types of analytics: Performance metrics are measured using different approaches, including descriptive, predictive, prescriptive, interaction, speech and text, self-service, and cross-channel analytics. Having these benchmarks set proactively will clarify expectations between agents and customers.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Beyond Philosophy

NOVEMBER 1, 2019

The airlines were smart about interrupting automatic and repetitive behavior when they installed self-check-in kiosks. One day after I queued up, I noticed these self-service queues for check-in just to the right-hand side of my regular line. Back in the day, I used to turn up at the airport and get in the line to check in.

Airlines 350

Airlines Education Self service Consulting 350

CCNG

NOVEMBER 17, 2020

Here we've compiled benchmark data, valuable customer insight, and a list of new strategies and innovative solutions to help you prepare for the future, develop your own adaptive contact center strategy, and get your business back on track. AI solving more than 10% of requests).

Contact Center 195

Contact Center CCNG Benchmark Wait times 195

Comm100

APRIL 9, 2021

To help you on this journey, this blog reveals the key financial services and banking metrics from our 2021 Live Chat Benchmark Report , alongside top live chat best practices that will help you to gain your clients’ trust and loyalty. Wait times are key to any customer service team. Colette Branigan, Affinity Credit Union.

Benchmark 89

Benchmark Best practices Banking Wait times 89

ShepHyken

JANUARY 20, 2020

The premise is that there are two sides to the AI argument regarding human contact versus automated self-service. And, what I most appreciate about this article is the second point, where AI supports the customer service agent – not the customer. Live Chat Benchmark Report 2020 Comm100 Network Corporation.

Customer Service 238

Customer Service B2C Entertainment Customer effort 238

Inbenta

OCTOBER 30, 2024

consumers define good customer service as friendly and welcoming. By answering the most common questions with AI-enabled self-service tools, leaders give their agents more time to deal with complex customer service issues. According to a survey from PwC, nearly half (48%) of U.S.

Self service 52

Self service Benchmark Chatbots Enterprise 52

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. It is the percentage of customer questions that could/should be handled in self-service by the customer.

Call Center 561

Call Center Metrics Contact Center Wait times 561

PeopleMetrics

FEBRUARY 27, 2025

Automated Competitive Benchmarking Relationship surveys often include a competitive comparison section, but traditional benchmarking has been slow and limited by sample sizes. But humans still need to set the strategydeciding which areas of the customer relationship matter most and ensuring AI isnt missing the big picture.

Surveys 62

Surveys Benchmark Wait times Self service 62

TMP Direct

APRIL 2, 2025

Customers are no longer just comparing products; they are benchmarking service experiences against the best brands in the world. Theyve interacted with self-service portals that actually solve problems, chatbots that understand context, and AI-driven support that resolves issues in real time. Speed is just as critical.

Customer Experience 52

Customer Experience Chatbots Self service Benchmark 52

TeleDirect

DECEMBER 19, 2024

For instance, urgent customer issues are routed to the most experienced agents, while routine inquiries can be handled through self-service options or junior representatives. A: The average response time varies depending on the industry, but a good benchmark is under 20 seconds for inbound calls.

Call Center 62

Call Center Average Handle Time First call resolution Benchmark 62

NICE inContact

SEPTEMBER 10, 2019

Self-service is an important facet for creating a seamless customer experience. From a customer’s perspective they want to receive timely and error-free service in the channel of their choice. As you are developing your plan, keep in mind there is no one-size-fits-all solution to placing and perfecting self-service options.

Self service 60

Self service Contact Center Benchmark Customer Experience 60

ShepHyken

SEPTEMBER 4, 2017

Technology NPS Benchmarks by CustomerGauge. One of the leading trends in customer service is a much stronger emphasis on visual support methods. I love using video as a way to deliver a great self-service customer support solution. 101 Customer Service Quotes To Better Your Business by Skip Prichard.

Customer Service 163

Customer Service Benchmark Customer Care Finance 163

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., According to the 2019 Global Customer Experience, Benchmarking Report from NTT Ltd., Utilize Self-Service Options. Lessen this strain by making use of self-service options.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Nicereply

DECEMBER 17, 2024

Here’s why: User Experience CES provides actionable insights that can guide improvements across various touchpoints in the customer journey , whether it’s simplifying a checkout process, enhancing self-service options, or improving the clarity of product information. Yet qualitative feedback still has lots of value as well.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Fonolo

DECEMBER 15, 2022

Provide Self-Service Options. Did you know that 45% of companies that offer web or mobile self-service report an increase in site traffic and reduced phone inquiries? It’s no wonder that self-service technologies are on the rise in the call center industry. How to Buy Contact Center Software.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Zappix

FEBRUARY 28, 2024

In an era of digital innovation and convenience, industries across the spectrum are witnessing a paradigm shift towards self-service solutions. As patients increasingly seek the same level of convenience and efficiency they experience in other sectors, the demand for digital self-service options in healthcare is skyrocketing.

Self service 52

Self service Healthcare Benchmark Wait times 52

HGS

SEPTEMBER 6, 2017

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Rather than leaning on legacy benchmarks, the modern contact center should be value-based (i.e.,

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

COPC

MARCH 31, 2021

In the annual Customer Experience Management Benchmark Series (CXMB) 2020 Corporate Edition report, produced by COPC Inc. Some of these changes included increasing the use of technologies, such as self-service technology (SST), artificial intelligence (AI), analytics, and robotic process automation (RPA).

Benchmark 59

Benchmark Customer Experience Surveys Coaching 59

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Published on: October 22, 2021.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

NobelBiz

APRIL 3, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Eckoh

NOVEMBER 26, 2019

Has your company deployed a self-service app for customers — but your contact center is still getting a constant stream of calls? Our blog series on the Top 5 Customer Service Challenges has been getting under the skin of the big issues facing contact centers today. When this happens, there's only one thing to do.

Self service 52

Self service Contact Center Benchmark Customer Service 52

Fonolo

DECEMBER 8, 2020

Providing customers with smarter self-service. Facilitating better service by providing agents with better data during conversations. The lasting impact is going to be a new bar of customer service that surpasses pre-COVID benchmarks, which is great news for customers!” The Future of AI in the Contact Center.

Contact Center 154

Contact Center Benchmark Technology Wait times 154

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. And employee churn among new hires can be especially high. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Fonolo

FEBRUARY 18, 2021

Can you offer self-service channels on your website? Create a benchmark for success. While many hands do make light work, these methods aren’t always the most budget-friendly solutions. If this is a concern, look at the resources you already have and see if there’s a way to re-jig your processes.

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

CCNG

JANUARY 4, 2023

While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

TechSee

MAY 18, 2022

Occupancy Benchmark Per Customer Service Channel. Customers have varying expectations of different service channels. When a customer picks up the phone to call a customer service center, it is understood that there will be some wait time, time spent explaining the problem and finding a resolution. Telephone 80-90%.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

NobelBiz

MARCH 28, 2023

As we will see, the main goal of a self-service system is to reduce the time the agents are spending on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. What is Self-Service for contact centers? In short, yes, self-service is cheaper. Yes, please!

Self service 52

Self service Contact Center Interactive Voice Response Banking 52

Calabrio

MARCH 25, 2025

Empower Agents with Self-Service Insights Complement self-scheduling with accessible, self-service performance reporting that empowers agents without requiring data expertise. Add Improved Customer Self-Service to the Mix, Too Reduce call volumes and empower customers by providing robust self-service options.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. They have a service territory spanning about 24,000 square miles—much of it rugged territory—and service about 1.5 and Canada. million calls through their IVR.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

aircall

AUGUST 14, 2022

This means that however much your customer base expands or your business offering diversifies, you’re still providing what lies at the heart of a successful business: excellent customer service. . When deciding on how to scale customer support , you must define your own benchmarks to hit. Invest in self-service options.

Customer Support 117

Customer Support Benchmark CRM Chatbots 117

HGS

APRIL 24, 2018

The NICE inContact study focused on 10 customer experience channels that include solutions ranging from traditional phone support to self-service, email, chat, social media, and more. With the goal of optimized CX insight, start by asking yourself five questions about your service delivery. Wed, 04/25/2018 - 09:55.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

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. More efficient call handling and the implementation of self-service options also result in lower operational costs.

Wait times 52

Wait times Call Center Interactive Voice Response Abandon rate 52

Callminer

APRIL 26, 2017

Take this example: Aberdeen recently released a speech analytics benchmark study, in which it tracked two groups of contact centers: the “leaders,” which represented 30% of the sampled group, and the “followers,” which were defined as the bottom 70%. Examples of Improved First Call Resolution. Speech analytics can have a great impact on FCR.

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

Fonolo

AUGUST 24, 2017

Check out SQM group , the contact center industry leader for measuring, benchmarking, and improving CX. What is it like to chat with an agent, how does it feel to call the contact center, what’s the process when looking for self-service? Understanding Industry Benchmarks. Make Sure Your Metrics Are Accurate.

Contact Center 98

Contact Center Caller satisfaction Benchmark Call Center 98