Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 81

SaaS Best practices industry standards Consulting 81

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Use industry-standard titles where possible. Avoid overly creative titles.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Talkdesk

DECEMBER 4, 2015

Call recording can enable call center managers and agents to review the content of calls to analyze performance, determine best practices and identify any compliance issues. Call recording is a complicated and sometimes controversial practice. That disclaimer hits at the heart of call recording’s purpose: quality assurance.

Best practices 40

Best practices Call Center Government call center software 40

Totango

JANUARY 10, 2024

For Waystar, a technology platform that simplifies payments across the revenue cycle for healthcare organizations, this consultative approach unlocked cross-functional alignment, customer satisfaction, and exponential business growth. So, how did they do it?

Sales 99

Sales industry standards Benchmark Upselling 99

Outsource Consultants

MARCH 3, 2025

Financial services call center outsourcing has become a game-changer for many companies in the industry. At Outsource Consultants, weve helped financial institutions find the right outsourcing partners, and weve seen firsthand what makes or breaks these partnerships.

outsourcing 67

outsourcing Call Center Average Handle Time First call resolution 67

Outsource Consultants

FEBRUARY 27, 2025

At Outsource Consultants, we’ve observed how Indian call centers are setting new benchmarks for service excellence. Innovative Quality Assurance in Indian Call Centers Indian call centers have revolutionized their quality assurance methodologies, setting new industry standards.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

COPC

MAY 19, 2023

Consultants have set up entire businesses profiting from this discourse. The best practice is to measure both the percentage of customers that are satisfied and the percentage that are very dissatisfied. — Alex Boland | Director of ANZ Operations at COPC Inc. However, this ongoing argument about the “right” metric is misguided.

Metrics 68

Metrics Customer effort industry standards Consulting 68

COPC

MAY 22, 2023

announces the addition of Scott Horace to the COPC Standards Committee. The COPC Standards Committee is a group of global leaders that oversees and maintains the COPC Customer Experience (CX) Standard , recognized as the industry standard for managing and improving CX operations since 1996. WINTERPARK, Fla.,

Benchmark 52

Benchmark outsourcing industry standards Best practices 52

TeleDirect

DECEMBER 14, 2023

Fortunately, with attention and IVR best practices , many of these issues can be resolved. Implementing IVR Best Practices for Enhanced Customer Satisfaction Many of the challenges inherent in an IVR system can be overcome with IVR best practices.

Interactive Voice Response 62

Interactive Voice Response Call Center Abandon rate Wait times 62

COPC

JULY 20, 2023

However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?”

Service level 68

Service level Abandon rate contact center workforce Contact Center 68

Amity

NOVEMBER 27, 2017

When a customer emails or calls to ask a question, company representatives should think, “How can I provide consultancy or advice that can help them be even more successful? ” This is where best practice sharing can be so powerful. Something so valuable that we could charge for this interaction but won’t.”

SaaS 71

SaaS industry standards Upselling Education 71

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48

Real Blue Sky

FEBRUARY 2, 2023

The business owner decides to use a Fractional CIO who provides consulting and IT support on a part-time, project basis. What is a Fractional CIO? We will also explore some scenarios which may help you consider whether a fractional CIO is right for your business.

industry standards 52

industry standards Consulting Consulting Technology 52

Real Blue Sky

FEBRUARY 2, 2023

The business owner decides to use a Fractional CIO who provides consulting and IT support on a part-time, project basis. What is a Fractional CIO? We will also explore some scenarios which may help you consider whether a fractional CIO is right for your business.

industry standards 52

industry standards Consulting Consulting Technology 52

Outsource Consultants

JANUARY 28, 2025

At Outsource Consultants, we understand the complexities of selecting a contact center solution tailored to your unique business needs. Verify Security and Compliance Standards In today’s digital landscape, robust security measures are non-negotiable. HIPAA, GDPR, or PCI-DSS ), depending on your industry.

Enterprise 67

Enterprise Contact Center Average Handle Time contact center solutions 67

CSM Magazine

SEPTEMBER 9, 2019

They would use their insights on the customer’s industry and send over articles and information on trends and best practices. These basic behaviors are primarily industry standard. And this would be deemed “personalization” The problem is that this is not game-changing anymore.

Personalization 45

Personalization industry standards Customer centricity Coaching 45

NICE inContact

OCTOBER 8, 2019

If your call center also provides customer support for a software company, and if you want to be better than the industry standard, then you need to have a first call resolution rate that exceeds 60%. External benchmarks are useful because they help you align with standards considered typical for an industry.

Benchmark 54

Benchmark Call Center First call resolution industry standards 54

NobelBiz

SEPTEMBER 12, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? For reference, according to callcenterhelper.com , the industry standard for Average Handling Time (AHT) is 6 minutes and 10 seconds. It’s the pulse of productive conversations, where every second counts in delivering exceptional service.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

NobelBiz

FEBRUARY 14, 2022

As a best practice, it would be better to monitor this metric at least once a week; this way you can easily identify the source of the problem. The average amount of time your agents spend on the phone compared to industry standards. That is why we are referred to as the industry’s promise keepers.

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Education Services Group

APRIL 16, 2021

If you’re scratching your head at this point wondering what on earth I’m talking about, the Customer Success Maturity Model is a proven, comprehensive framework used to define, organize, and benchmark the capabilities every CS organization needs to build a CS practice, operationalize its foundation, and transform its critical function to scale.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

NobelBiz

FEBRUARY 21, 2023

At Nobelbiz, our mission is to elevate both simplicity and efficiency as industry standards, while constantly updating to the latest technological developments and keeping costs in check. And complying with government and industry regulations is mandatory for any contact center.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

NobelBiz

FEBRUARY 15, 2023

At Nobelbiz, our mission is to elevate both simplicity and efficiency as industry standards, while constantly updating to the latest technological developments and keeping costs in check. And complying with government and industry regulations is mandatory for any contact center.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

COPC

SEPTEMBER 5, 2019

the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. “… the technology revolution (e.g., Ding Yi (Allen), Director of Customer Service. Q: How have Ant Financial and COPC Inc. worked together, and what benefits has COPC Inc. brought to Ant Financial?

Enterprise 40

Enterprise industry standards Big data Interactive Voice Response 40

COPC

SEPTEMBER 4, 2019

the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. “… the technology revolution (e.g., Ding Yi (Allen), Director of Customer Service. Q: How have Ant Financial and COPC Inc. worked together, and what benefits has COPC Inc. brought to Ant Financial?

Enterprise 40

Enterprise industry standards Big data Interactive Voice Response 40

CSM Magazine

JUNE 22, 2023

Consult with your data provider to resolve any compatibility issues. Furthermore, organizations should prioritize end-user education on best practices in protecting personal data. Identify any gaps that might require additional data or adjustments to the system.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

COPC

SEPTEMBER 3, 2019

re-establishment of industry standards.”. is a globally renowned consulting firm in the service industry, and that the influential COPC CX Standard has provided the industry with guidance and best practices in customer experience measurement and management. “… the technology revolution (e.g.,

industry standards 40

industry standards Enterprise Technology Self service 40

SmartKarrot

MAY 11, 2023

Share passion, best practices and empower partner practices with a focus on leveraging payment plan technology to build their business. Our success depends on these accounts, and we want to establish our software as the industry standard for these businesses (think Adobe Photoshop/Illustrator).

Customer advocacy 19

Customer advocacy Enterprise industry standards Accountability 19

SmartKarrot

APRIL 22, 2020

Further, you will recommend best practices and organizational changes to accelerate their onboarding and migration plans. Leveraging high technical aptitude and in-depth industry knowledge, they provide excellent consulting and client service.

Best practices 10

Best practices Enterprise industry standards Accountability 10

SmartKarrot

MAY 21, 2021

Consult with clients and guide best practices & quantitative measurement of success approach. As a Senior Customer Success Manager, you will be the first point of contact for enterprise clients, handle commercial escalations, and help with onboarding, adoption, and growth.

industry standards 10

industry standards Upselling Metrics Enterprise 10

SmartKarrot

FEBRUARY 15, 2022

This will help you stay up to date with the trends and best practices of customer service. In this article, we have curated a list of the top 30 customer service experts you should start following to learn more and gain better insights into the industry. is an internationally recognized customer experience consultant.

Customer Service 10

Customer Service Customer centricity Consulting Consulting 10

TeleDirect

APRIL 4, 2025

SSL Encryption: Ensures data is protected during transmission Secure Client Intake Forms: Hosted on encrypted platforms Two-Factor Authentication (2FA): Adds an extra layer of security Data Retention Policies: Regulate how long client data is stored and who has access Best Practices for Secure Lead Capture 1.

CRM 62

CRM Call Center outsourcing Consulting 62