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. As AI-native survey platforms evolve, the best VoC programs will be those that blend AI-driven automation with human-driven strategy, empathy, and action.

Surveys 62

Surveys Benchmark Wait times Self service 62

Callminer

NOVEMBER 25, 2019

Call on experienced managers for guidance in setting up benchmarks. “Experienced call center managers are helpful in setting up the initial performance benchmarks for a new outbound call center program. These benchmarks are, at first, estimated based on the past performance of similar outbound call center projects.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Beyond Philosophy

JULY 11, 2019

It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . It also doesn’t matter how close it is to various locations or how short the wait time is either.

Consulting 297

Consulting Consulting Benchmark Advertising 297

Comm100

JANUARY 7, 2020

Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. They also enjoy vast operational benefits.”.

Benchmark 58

Benchmark Wait times Chatbots First call resolution 58

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019.

Benchmark 62

Benchmark Wait times Best practices Accountability 62

Hodusoft

NOVEMBER 6, 2024

Performance in a contact center refers to how effectively agents manage calls, resolve issues, and meet established benchmarks. Long wait times and poor service can drive customers to abandon calls. These standards should include: Hold Times: What is the acceptable waiting time for customers?

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Beyond Philosophy

AUGUST 31, 2023

So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. Waiting is not ideal. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? Area #4: Anxiety makes waits seem longer.

Wait times 221

Wait times Airlines Call Center Benchmark 221

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Calabrio

MARCH 25, 2025

Table of Contents: Understanding call center agent performance Essential call center agent metrics and KPIs 10 strategies to improve contact center agent performance Understanding call center agent performance Even in our increasingly AI-driven era, human interactions are still central to the work of contact centers and the value they deliver.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Comm100

AUGUST 31, 2021

To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve. Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

Comm100

SEPTEMBER 28, 2022

KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. 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.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

NobelBiz

DECEMBER 3, 2024

Why Forecasting Is Important for Call Centers Enhances Customer Experience The correct number of agents is guaranteed to be available for incoming calls, reducing wait times and improving first-call resolution rates. Service Level Targets Service levels are benchmarks that determine the quality of customer interactions.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

CSM Magazine

DECEMBER 2, 2024

Here’s a step-by-step guide to elevate your support strategy: 1. Why It Helps : Chat and ticketing systems minimize wait time, keeping gamers in the action. By benchmarking these KPIs regularly, you can identify bottlenecks and make improvements.

Customer Service 52

Customer Service Multichannel Chatbots Benchmark 52

Comm100

FEBRUARY 21, 2019

At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Free Download: Live Chat Benchmark Report 2019.

Benchmark 40

Benchmark Wait times Best practices Accountability 40

ShepHyken

APRIL 7, 2023

They are constantly searching for affordable options that give them more services for their money. To provide a service that is both affordably priced and meets the customer’s needs, customer support teams and account managers should be aware of those needs and benchmarks set by competitors and budgets. How to address pain points?

Advertising 120

Advertising SaaS Multichannel Wait times 120

ChurnZero

NOVEMBER 22, 2021

Customers are complaining about extended wait times and an inability to reach their CSM. In this article, we cover: Budgeting Benchmarks: Do They Cause More Harm than Good? Budgeting Benchmarks: Do They Cause More Harm than Good? Budgeting Benchmarks: Do They Cause More Harm than Good?

Benchmark 98

Benchmark Finance Best practices Sales 98

Outsource Consultants

JANUARY 27, 2025

Strategies to Improve Customer Satisfaction KPIs: Clearly define each metric and establish benchmarks. Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA). Offer callback options to reduce customer wait times.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

OctopusTech

MARCH 1, 2023

This post will break down the different components that make up a call center as well as how your team can develop an inbound call strategy. This post will break down the different components that make up a call center as well as how your team can develop an inbound call strategy. Best Practices For Effective Inbound Calls Strategy 1.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Calabrio

MARCH 25, 2025

It will also flag interactions that can potentially lead to customer frustration, which are then benchmarked against agent performance so that its clear when an agent hand-off needs to happen. This is key to creating a more responsive and efficient customer service strategy overall, benefiting your customers and your organization.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

Balto

MARCH 17, 2025

These systems can also detect when wait times exceed acceptable thresholds and alert supervisors in real-time. They utilize key performance indicators (KPIs) such as average handle time and customer satisfaction scores to help agents and managers make informed decisions, identify issues, and enhance operational efficiency.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

JustCall

JANUARY 19, 2023

Thus, it is essential to practice reliable strategies for the proper operations of the call center. It is a workforce optimization strategy that integrates new processes and technologies into our hosted center. The lesser the waiting time, the more customers prefer to engage with.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Fonolo

MAY 24, 2018

Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. The functionality and technology is more advanced than ever before. So what’s the “secret sauce” for doing this? Tracking Customer Engagement.

Call Center 87

Call Center Benchmark Metrics Analytics 87

CSM Magazine

NOVEMBER 16, 2022

Customer service managers can implement several strategies to support their team’s expansion while maintaining high standards. Authorizing the customer service team to initiate certain actions, such as refunds or customer data changes, can reduce wait times, call times, and increase customer satisfaction.

Customer Service 52

Customer Service Benchmark Metrics Wait times 52

Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. What does a digital communication strategy offer that telephone cannot? appeared first on Comm100.

contact center solutions 54

contact center solutions Chatbots Contact Center Wait times 54

COPC

JUNE 24, 2024

Despite massive investments in CX technologies and strategies, scores have reached an all-time low, with 39% of brands experiencing a notable decline. Staffing shortages and supply chain disruptions further exacerbate these challenges, leading to longer wait times and reduced service quality.

Customer Experience 76

Customer Experience Multichannel Self service Telecommunications 76

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. It also measures customer hold times and the time required for post-call tasks and administrative work (such as filing a form or updating the CRM).

Best practices 52

Best practices Call Center Omni-channel support Management 52

Totango

SEPTEMBER 23, 2021

Consider setting up automated CSAT surveys to be emailed at key benchmarks in your customer’s experience with your brand. For example, if your CSAT data indicates dissatisfaction with a certain aspect of your customer support, such as customer wait time, you can pass this information on to your support team in order to take corrective action.

Surveys 105

Surveys Metrics Benchmark Wait times 105

Calltools

JUNE 12, 2024

Long wait times can make customers feel ignored, undervalued, and disrespected. By analyzing ASA, you can find ways to reduce wait times and improve customer service. High call volumes—for example, during the holidays—often lead to higher wait times, inflating ASA at certain times of the year.

Call Center 52

Call Center Interactive Voice Response Abandon rate Wait times 52

Fonolo

FEBRUARY 9, 2023

Were their wait times 30 seconds or 10 minutes? Even if that means they have to wait on the phone for 40 seconds, or even an entire minute. One excellent explanation of the process comes from consultant  Stuart Crutchfield  who suggests the following: How do I want to prioritize my customers’ wait time?

Service level 142

Service level Call Center Abandon rate Metrics 142

Fonolo

OCTOBER 19, 2023

It’s become a benchmark in the contact center industry, though its origins are not at all scientific nor grounded in research. For example, many callers will tolerate a wait time that is longer than 20 seconds. To truly understand what SLAs will work for your organization, it’s helpful to have a definition of 80/20.

Contact Center 81

Contact Center Abandon rate Service level Construction 81

Outsource Consultants

APRIL 18, 2024

Prioritize CX Efficacy Over Metric-Centric Strategies As a leader, you should strive to find a balanced mix of metrics that matter to your business, balancing both quantitative and qualitative indicators to drive better CX. Agent Utilization Rate: Tracks active call handling time versus idle time.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

TLC Associates

JUNE 4, 2019

So if you want to stay competitive in 2019, here are the digital customer experience strategies that you need to master. According to the Comm100 Live Chat Benchmark Report 2019 , live chat has been on the rise with over 45 million chats taking place in 2018. Multiple Channels, One Journey. Each is a different aspect of the same brand.

Customer Experience 45

Customer Experience outsourcing Customer Care voip 45

Fonolo

SEPTEMBER 12, 2017

If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media. If your company has long wait times, and if you don’t have the budget to staff up, you should consider adding a call-back solution. Understanding Industry Benchmarks. Plus So Much More!

Abandon rate 143

Abandon rate Call Center Contact Center Benchmark 143

Fonolo

OCTOBER 18, 2018

Although this growth was positive, Jane was left struggling to keep up with customer (and internal) communications; processing new orders; investigating logistical issues; optimizing marketing strategies; and testing and updating product features. There was also no time left to visit clients and hear their needs.

Service level 91

Service level Call Center Interactive Voice Response Metrics 91

ProProfs Blog

MARCH 5, 2019

A figure that stresses the importance of employee engagement and feedback in current times – the Employee Engagement Benchmark study conducted by Tempkin Group in 2016 , found that. times as many engaged employees as compared to those in customer experience laggards. Customer Experience leaders have 1.5

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

Call Experts

FEBRUARY 19, 2020

Businesses that follow the latest strategies for engagement and utilize AI-powered automations ensure lifetime relationships with customers. Also, these strategies create efficiency optimization opportunities for your workforce. It is the right time to optimize your CX with proven strategies; contact our team today to learn more. .

Customer Experience 80

Customer Experience Journey mapping Interactive Voice Response Self service 80

Playvox

MARCH 27, 2023

Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot. Revolutionize Your Customer Support Center Productivity: 10 Proven Strategies 1. And it doesn’t always have to cost money.

Contact Center 84

Contact Center Gamification Coaching Quality management 84