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)? It’s a pillar method of a customer-centric strategy, processing feedback across various channels, from online chat to support by phone.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

Interaction Metrics

FEBRUARY 20, 2025

Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Train your employees on survey best practices.

Surveys 62

Surveys Benchmark Feedback Metrics 62

HGS

JULY 12, 2017

“We are honored to be recognized by one of the world’s largest contact center associations as a trailblazer in outsourcing partnerships and self-service technology,” said Chris Lord, Global Head - DigiCX; Growth, Strategy and Marketing. “At This is a key differentiator for us to compete in the industry.”. Wed, 07/12/2017 - 13:22.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

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. This is why companies should adopt flexible strategies allowing them to adapt quickly to changes. Reducing their real estate footprint is another cost-reduction strategy.”

Call Center 376

Call Center Technology Banking Contact Center 376

CSM Magazine

JANUARY 9, 2025

Revpandas Role in Supporting iGaming Customer Service Revpanda, a trusted name in iGaming marketing, plays a significant role in helping platforms refine their customer service strategies. With a focus on enhancing player satisfaction, Revpanda collaborates with brands to optimize their user support systems and deliver seamless experiences.

Customer Service 52

Customer Service Entertainment Best practices industry standards 52

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. Compare Your Performance Data with Industry Standards Once youve gathered your data, compare it against industry benchmarks.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

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. These KPIs help management in identifying trends, industry standards, and implanting required solutions for improving the overall call center performance.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Fonolo

OCTOBER 20, 2022

The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. Why a Data Security Strategy is Essential. There are industry standards to guide you. It won't cost you a penny, we promise.).

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

AWS Machine Learning

OCTOBER 2, 2024

Large enterprises are building strategies to harness the power of generative AI across their organizations. Because this is an emerging area, best practices, practical guidance, and design patterns are difficult to find in an easily consumable basis.

Government 128

Government APIs Enterprise Best practices 128

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. Read on to know more. Here are some ways you can hire the right team members.

Best practices 52

Best practices Call Center Management call center software 52

Calabrio

MARCH 7, 2025

So, it is imperative that organizations take steps to combat contact center agent attrition and implement strategies to retain talent. Here are nine actionable strategies to address the root causes of turnover and improve agent retention: 1. Discover and Share Best Practices: Analyze successful interactions to uncover best practices.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Real Blue Sky

FEBRUARY 2, 2023

These goals are often centered around technology choices, resource planning, cybersecurity, and innovative IT strategies. Fractional CIOs bring with them proven expertise with years of experience and insights into various technologies and strategies.

industry standards 98

industry standards Consulting Consulting Technology 98

NobelBiz

NOVEMBER 26, 2021

Your agents’ average time in comparison to industry standards. Agent performance must be assessed between objective measurements like your key performance indicators and more subjective ones such as the quality of customer experience and what kind of strategy you navigate. Remember, there is no such thing as a perfect approach.

Best practices 52

Best practices Management Contact Center Cloud contact 52

ChurnZero

NOVEMBER 26, 2024

Use industry-standard titles where possible. Provide valuable customer insights to inform product development, marketing campaigns, and sales strategies. Represent the company at industry events and conferences. Familiarity with customer success frameworks, metrics, and best practices.

SaaS 52

SaaS Upselling Enterprise industry standards 52

VirtualPBX

JUNE 1, 2023

In the United States, two key laws, the TCPA and CAN-SPAM Act, play a significant role in regulating text messaging and email marketing practices. Alongside these laws, there are additional resources such as the MMA Consumer Best Practices and CTIA Short Code Compliant Handbook.

Telemarketing 98

Telemarketing Government industry standards Best practices 98

Totango

JANUARY 10, 2024

To support this growth and realign the organization, Madhavi explained how Waystar’s leadership team implemented a listen-and-learn approach that included tactically listening to their clients, gathering insights, cross-functionally sharing those insights, and then building a nurture strategy around them.

Sales 99

Sales industry standards Benchmark Upselling 99

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. You need to provide “ ChunkingConfiguration ” where you can define your chunking strategy.

APIs 128

APIs Enterprise Scripts Accountability 128

SharpenCX

FEBRUARY 18, 2020

It takes perception to build the best possible team. Keep up with industry standards and customer expectations to know what qualifies as excellent service in today’s world. As a call center manager, you’ll have an advantage in your role (and future roles) if you learn the best practices of call center software.

Call Center 84

Call Center Coaching Management Contact Center 84

Talkdesk

APRIL 15, 2019

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. with an industry standard ECDHE-RSA-AES128-SHA256 cipher. For data in transit, we use TLS 1.2

Wireless 81

Wireless industry standards Engineering Cloud contact 81

Fonolo

NOVEMBER 7, 2018

Even if you don’t fancy yourself a hardcore gamer, ‘gamification’ will continue to factor into contact center strategies (especially given the continued development of new technologies). Solid Strategy. They all know that shrewd strategy is the backbone of best practice. Gamification.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

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

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

NobelBiz

APRIL 2, 2024

We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check. Enterprise Contact Center Solutions are a representation of modern customer engagement strategies, enabling businesses to deliver seamless, personalized, and omnichannel experiences to their customers.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

ProProfs Blog

OCTOBER 13, 2020

Only then you arrive at strategies that help them improve in this area further. According to Call Centre Helper, the industry standards for FCR rate usually range from 65% to 75%. Learn: 7 Best Practices to Keep Your Knowledge Base up and Running. First Contact Resolution Formula. Respond faster. Improve FCR rate.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

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. He skillfully integrates technical solutions with business strategies to create scalable, reliable, and secure cloud environments.

Scripts 138

Scripts APIs Engineering industry standards 138

Fonolo

AUGUST 25, 2020

Once you establish the focus of your survey, it’ll be possible to decide on the strategy required to get the insight you’re after. 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.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

Fonolo

MARCH 10, 2022

You can solve employee turnover with a few best practices. If your compensation is below the industry average, you can expect to lose some high-performing agents. Conduct regular research to ensure your compensation, including salary and benefits, are at or above industry standards.

Call Center 91

Call Center Contact Center Morale industry standards 91

CSM Magazine

JUNE 22, 2023

In recent years, the importance of effective customer service strategies has become increasingly evident for businesses across various sectors. One aspect of a customer service strategy is to leverage data to create personalized experiences, streamline processes, and improve overall customer satisfaction.

Customer Service 52

Customer Service CRM Accountability Customer retention 52

Lumoa

FEBRUARY 16, 2023

That’s why the voice of the customer is an essential part of any successful business strategy. By understanding what your customers want and need you can ensure that you are providing them with the best possible service or product which will help you stay ahead in an ever-changing market. Without customers, there is no business.

Feedback 88

Feedback Best practices Surveys Analytics 88

Fonolo

MARCH 17, 2022

Call centers rely on metrics and data, from average handle time to customer satisfaction scores, to ensure quality monitoring and influence business strategy. You should include industry-standard qualifications, as well as requirements that your contact center currently could use. Embrace onboarding best practices.

Call Center 91

Call Center Management call center software Average Handle Time 91

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. Meeting the Industry Standard of Service Level. What’s Inside: SLAs in Nutshell.

Service level 91

Service level Call Center Interactive Voice Response Metrics 91

Outsource Consultants

MARCH 3, 2025

The key is finding a provider that not only meets industry standards but truly understands your business goals.” The next step in choosing the right financial services call center outsourcing partner involves implementing best practices to ensure a smooth transition and ongoing success.

outsourcing 67

outsourcing Call Center Average Handle Time First call resolution 67

Real Blue Sky

MARCH 6, 2023

Just as your organization has core competencies, an outsource provider (OSP) has the knowledge and experience necessary to provide top-notch customer service, leveraging industry best practices to manage customer relationships. Complies with your required industry standards.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Quality Contact Solutions

MARCH 22, 2021

Industry standards for FCR typically fall between 70-75%, depending on your specific application. As an industry pioneer, Chris’s expertise and attention to detail enable him to identify opportunities and executing new strategies help his clients achieve and exceed their goals.

Call Center 98

Call Center First call resolution Abandon rate industry standards 98

TMP Direct

JULY 11, 2024

By focusing on sales operations through digital/web services, channel and app support, order fulfillment, and account management, we allow our clients to concentrate on their products and strategies. Best Practices Our commitment to best practices ensures that we deliver consistent, high-quality results.

B2C 52

B2C B2B Sales Best practices 52

TMP Direct

JULY 11, 2024

By focusing on sales operations through digital/web services, channel and app support, order fulfillment, and account management, we allow our clients to concentrate on their products and strategies. Best Practices Our commitment to best practices ensures that we deliver consistent, high-quality results.

B2C 52

B2C B2B Sales Best practices 52

delighted

APRIL 27, 2021

Product survey best practices. Customer interview best practices. Marketers use multiple products and platforms to deliver ads to the right users, so we need to make sure our platform works with other external platforms and abides by industry standards. About Christopher Beck.

Feedback 98

Feedback Surveys Management Advertising 98