Fonolo

OCTOBER 20, 2022

Keeping your company’s data secure is essential, but it can seem like an overwhelming task. There are effective tools, training, and technology you can implement to make sure private data stays that way. READ THE FULL GUIDE: Contact Center Security: A Guide to Keeping Your Data Safe. (It Let’s start at the beginning.

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

Win the Customer

MARCH 31, 2016

million as compensation for a 2014 consumer data breach that affected over 50 million cardholders, including $13 million in reimbursement and $6.5 As this illustrates, data breaches can be expensive for businesses. Make Data Protection a Company Priority. Use Data Loss Prevention Technology. Optimize Your Encryption.

Best practices 69

Best practices industry standards Technology Surveys 69

Calabrio

MARCH 5, 2025

Workforce Management 9 Top Voice of the Customer Best Practices for 2025 Share Top 9 Voice of the Customer Best Practices for 2025 What is the Voice of the Customer (VoC)? Business leaders often implement VoC best practices by incorporating Conversation Intelligence platforms into their programs.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

TeleDirect

MARCH 9, 2025

In this blog, we will explore the best practices to improve customer service speed, optimize workflows, and leverage technology-driven solutions to enhance call center operations. Optimize Call Center Staffing and Scheduling Use historical call data to schedule peak coverage times.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Callminer

FEBRUARY 23, 2021

It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards. Data custodianship will be taken more seriously. “Your customers are ‘digital natives’ and are becoming more and more concerned with data privacy issues. More Flexible Service Solutions.

Call Center 376

Call Center Technology Banking Contact Center 376

AWS Machine Learning

MAY 9, 2024

They establish and enforce best practices encompassing design, development, processes, and governance operations, thereby mitigating risks and making sure robust business, technical, and governance frameworks are consistently upheld.

Government 133

Government Best practices Benchmark Metrics 133

NobelBiz

JANUARY 28, 2025

How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards. Collect and Analyze Data Accurate benchmarking starts with reliable data. Ensure youre looking at metrics over time to identify patterns or recurring issues.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

AWS Machine Learning

APRIL 30, 2025

ENGIEs One Data team partnered with AWS Professional Services to develop an AI-powered chatbot that enables natural language conversation search within ENGIEs Common Data Hub data lake, over 3 petabytes of data. ENGIE is a global power and utilities company, with 25 business units operating worldwide.

Government 67

Government Engineering Enterprise APIs 67

Voiance

JULY 16, 2019

Private and public organizations alike must take active measures to make sure that data stays secure—and to vet potential vendors to make sure they do the same. In our new whitepaper, The Remote Interpretation Industry: Standards and Best Practices, Voiance explores quality metrics for language services providers, including data security:

industry standards 67

industry standards Government Best practices Metrics 67

AWS Machine Learning

OCTOBER 2, 2024

However, scaling up generative AI and making adoption easier for different lines of businesses (LOBs) comes with challenges around making sure data privacy and security, legal, compliance, and operational complexities are governed on an organizational level. In this post, we discuss how to address these challenges holistically.

Government 128

Government APIs Enterprise Best practices 128

CSM Magazine

JANUARY 9, 2025

By prioritizing player-centric strategies and aligning them with industry standards, Revpanda ensures that iGaming platforms can maintain a competitive edge while fostering long-term user loyalty. Revpanda also emphasizes the importance of scalability, enabling brands to expand their customer service operations as they grow.

Customer Service 52

Customer Service Entertainment Best practices industry standards 52

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. This blog post details seven best practices for managing call center operations. To drive the point home, let’s look at the data from the above-mentioned study.

Best practices 52

Best practices Call Center Management call center software 52

Callminer

AUGUST 1, 2017

As Lead for the ShoreGroup Contact Center Advanced Solutions (CCAS) team, Kristian is responsible for the development of ShoreGroup’s Contact Center Best Practices and Deployment Methodologies. Using your wealth of customer data to give contact center reps every opportunity to connect with their callers. Kristian Martell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors.

Surveys 62

Surveys Benchmark Feedback Metrics 62

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. Data-Driven Insights Call/Contact centers that are managed professionally are able to leverage data analytics to their advantage and make data-driven decisions.

Best practices 52

Best practices Call Center Omni-channel support Management 52

AWS Machine Learning

APRIL 18, 2024

Amazon Bedrock empowers teams to generate Terraform and CloudFormation scripts that are custom fitted to organizational needs while seamlessly integrating compliance and security best practices. Traditionally, cloud engineers learning IaC would manually sift through documentation and best practices to write compliant IaC scripts.

Scripts 131

Scripts Best practices Engineering Accountability 131

NobelBiz

FEBRUARY 21, 2023

It is the process of collecting and analyzing data about the performance and operations of a contact center which are utilized to gain insight and identify improvement areas. On one hand, reporting refers to data collection on various metrics, such as customer satisfaction, call volume, agent performance, and other relevant KPIs.

Best practices 52

Best practices Analytics Contact Center Coaching 52

NobelBiz

NOVEMBER 26, 2021

Your agents’ average time in comparison to industry standards. Here are some instances to include in this checklist: Changes in practice or technique that will affect the length of the call Routing modifications (e.g., Data management: Simpler but more secure than ever! Work 40 hours per week on forecasting.

Best practices 52

Best practices Management Contact Center Cloud contact 52

ChurnZero

NOVEMBER 26, 2024

Use industry-standard titles where possible. Utilize data-driven insights and customer feedback to develop innovative solutions and drive product improvements. Proven ability to identify and resolve customer issues, analyze data to uncover trends, and develop data-driven solutions. Avoid overly creative titles.

SaaS 52

SaaS Upselling Enterprise industry standards 52

AWS Machine Learning

APRIL 23, 2024

The AWS Well-Architected Framework provides best practices and guidelines for designing and operating reliable, secure, efficient, and cost-effective systems in the cloud. With AWS CloudFormation and the AWS Cloud Development Kit (AWS CDK), you can now create, update, and delete knowledge bases and associated data sources.

APIs 128

APIs Enterprise Scripts Accountability 128

AWS Machine Learning

JULY 11, 2024

This solution uses Retrieval Augmented Generation (RAG) to ensure the generated scripts adhere to organizational needs and industry standards. It’s typically best to let Amazon Bedrock create this role for you to ensure it has the correct permissions. A key feature is the agent’s ability to dynamically interact with users.

Scripts 138

Scripts APIs Engineering industry standards 138

AWS Machine Learning

NOVEMBER 22, 2023

He highlights innovations in data, infrastructure, and artificial intelligence and machine learning that are helping AWS customers achieve their goals faster, mine untapped potential, and create a better future.

Engineering 138

Engineering Best practices APIs Government 138

Talkdesk

APRIL 15, 2019

Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. Encryption Encryption is an important part of Talkdesk’s security strategy, and it’s used as best practices for data in transit and at rest.

Wireless 81

Wireless industry standards Engineering Cloud contact 81

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

Education Services Group

OCTOBER 15, 2020

I also loved hearing the predictions of leaders in the Customer Success community regarding the near future of the industry, specifically the idea of compensation of sales and CS equaling out, showing the value CS has on the overall health, stability, and predictability of company revenue. Madeline Evans, Digital Customer Success Manager.

Best practices 105

Best practices industry standards Customer centricity Sales 105

Calabrio

MARCH 7, 2025

Here’s how to make recognition and reward a core part of your contact center culture: Keep compensation competitive: Stay ahead of the curve by regularly benchmarking your salaries and benefits against industry standards and local market rates. This could include bonuses, gift cards, extra time off, or other perks.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Fonolo

AUGUST 25, 2020

Best Practices for Creating Customer Perception Surveys. Here are some other general best practices to keep in mind while creating your survey: Keep it short and simple. This helps you to categorize your audience and gives you useful ways to slice your data when analyzing. You need qualitative data too.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

Lumoa

JANUARY 31, 2023

At the same time, it’s also an industry-standard metric, which means you could benchmark the results. The best practices include: Act on time. Share best practices across teams and organizational boundaries. Share data and results of the customer experience analytics in an easy-to-use tool.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Businesses can utilize this data to gain a significant competitive edge over their competitors while also creating customer loyalty programs. In this article, we will explore the most effective ways to safeguard your contact center’s valuable data.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

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

Lumoa

FEBRUARY 20, 2018

At the same time, it's also an industry standard metric, which means you could benchmark the results. The best practices include: Act on time. Share best practices across teams and organizational boundaries. Share data and results of the customer experience analytics in an easy to use tool.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Calabrio

MARCH 5, 2025

Actionable Insights for Continuous Improvement: Analyzing FCR data helps identify recurring customer issues, knowledge gaps, and training needs. This data-driven approach allows for continuous improvement and optimization of the customer service experience. What is an Ideal First Call Resolution Rate?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Totango

NOVEMBER 12, 2020

A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers. Every customer is on a journey, and data-driven engagements keep them on the path to rapid, recurring value.

Technology 108

Technology Customer centricity Enterprise Surveys 108

NobelBiz

FEBRUARY 15, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Businesses can utilize this data to gain a significant competitive edge over their competitors while also creating customer loyalty programs. In this article, we will explore the most effective ways to safeguard your contact center’s valuable data.

Contact Center 52

Contact Center Interactive Voice Response Management Contact center software 52

Lumoa

FEBRUARY 16, 2023

Insights from data analytics can help create new product designs or services. Data can also inform pricing strategies for a better return on investment. Keeping up with industry standards or new trends. Use this data to identify opportunities for improvement and insights so you can better meet their needs.

Feedback 88

Feedback Best practices Surveys Analytics 88

AskNicely

AUGUST 29, 2018

More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. Best NPS Benchmarks Are a Result of NPS Best Practices. Get real data on why you should be actioning NPS and how your program compares to others. What is your NPS Score?

Benchmark 60

Benchmark Best practices industry standards Customer centricity 60

AWS Machine Learning

SEPTEMBER 22, 2023

Reinforcement Learning from Human Feedback (RLHF) is recognized as the industry standard technique for ensuring large language models (LLMs) produce content that is truthful, harmless, and helpful. To improve the base model’s instruction-following ability, human data annotators are tasked with authoring responses to various prompts.

Engineering 130

Engineering Feedback industry standards Benchmark 130