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. Best Practices for Improving Customer Satisfaction in Call Centers 1. Why Reducing Wait Times is Critical for Customer Satisfaction 1.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

AWS Machine Learning

MARCH 14, 2024

For example, a healthcare company can continue to pre-train its model using medical journals, articles, and research papers to make it more knowledgeable on industry terminology. For more details about training LLMs on SageMaker, refer to Training large language models on Amazon SageMaker: Best practices and SageMaker HyperPod.

Best practices 134

Best practices Engineering Chatbots Enterprise 134

HGS

JULY 12, 2017

At HGS, our core focus is to provide the best customer experience with design thinking methodology for our clients. We believe in exceeding industry standards, delivering significant outcomes for our clients’ bottom lines, and helping customers get to the right answer, fast.”. HGS was honored to receive these accolades.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

BlueOcean

DECEMBER 2, 2024

When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. Both industries are in the business of earning a customer’s repeat business through the quality of the experience we deliver. Let me give you a specific example.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

AWS Machine Learning

APRIL 29, 2025

Generative AI is rapidly reshaping industries worldwide, empowering businesses to deliver exceptional customer experiences, streamline processes, and push innovation at an unprecedented scale. However, amidst the excitement, critical questions around the responsible use and implementation of such powerful technology have started to emerge.

industry standards 74

industry standards Healthcare Government Consulting 74

Win the Customer

MARCH 31, 2016

Instead, top management should work with IT input to establish company-wide policies that conform with the business goals, industry standards and customer service standards of the company. Maintaining logs at least a year or longer is a best practice, Spiezle says. Optimize Your Encryption.

Best practices 69

Best practices industry standards Technology Surveys 69

CSM Magazine

JANUARY 9, 2025

The iGaming industry thrives on its ability to offer immersive experiences, seamless gameplay, and unmatched entertainment. 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.

Customer Service 52

Customer Service Entertainment Best practices industry standards 52

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. Self-service options will be used across industries to curb call volume. New Challenges for Call Centers in 2021. More Flexible Service Solutions.

Call Center 376

Call Center Technology Banking Contact Center 376

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Callminer

AUGUST 1, 2017

A large portion of his work involves helping people increase their call efficiency, especially since the financial services industry depends so much on outbound prospecting over the phone. “ The best thing that you can do to increase efficiency at a contact center is…”. To implement continuous training. Kristian Martell. ShoreGroupInc.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits.

Government 132

Government Best practices Benchmark Metrics 132

Fonolo

OCTOBER 3, 2018

This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. Meeting the Industry Standard of Service Level. Call Center 101: The Golden Rules of SLAs. Plus so Much More!

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Contact Center contact center workforce Gamification Call Center 170

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. What are you looking for when hiring for agents in the hospitality industry?

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

AWS Machine Learning

APRIL 30, 2025

As generative AI revolutionizes industries, organizations are eager to harness its potential. Companies in EMEA have used AWS services to transform their operations and improve customer experience using generative AI, with their stories illustrating how a strong business case can lead to tangible results across various industry verticals.

Government 67

Government Engineering Enterprise APIs 67

Fonolo

OCTOBER 20, 2022

There are industry standards to guide you. If you collect any payment information from your customers, you must meet the extensive security requirements set by the PCI Security Standards Council. But it’s not just an industry regulation. Your plan should layer up security best practices, tools and technologies.

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

Callminer

JULY 22, 2018

While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise. As any contact center manager knows, service level is a metric composed of a pair of numbers: a percentage value and a time value in seconds.

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

AWS Machine Learning

OCTOBER 2, 2024

Because this is an emerging area, best practices, practical guidance, and design patterns are difficult to find in an easily consumable basis. This integration makes sure enterprises can take advantage of the full power of generative AI while adhering to best practices in operational excellence.

Government 127

Government APIs Enterprise Best practices 127

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

AWS Machine Learning

APRIL 18, 2024

However, despite its benefits, IaC’s learning curve, and the complexity of adhering to your organization’s and industry-specific compliance and security standards, could slow down your cloud adoption journey. AWS Landing Zone addresses this need by offering a standardized approach to deploying AWS resources.

Scripts 130

Scripts Best practices Engineering Accountability 130

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. Whether it’s call/contact center managers, supervisors, or agents, all professionals engaged in the industry must have (or acquire) some key skills such as: 1.

Best practices 52

Best practices Call Center Omni-channel support Management 52

ChurnZero

NOVEMBER 26, 2024

Use industry-standard titles where possible. Represent the company at industry events and conferences. Staying current with industry trends and emerging technologies. If specific industry experience is required, mention it here. Number of years in a particular industry or vertical.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Customer Contact Central Submitted Articles

SEPTEMBER 6, 2022

In the absence of agent scorecard best practices, there exists no formal system to capture performance issues, benchmark them against industry standards.

industry standards 189

industry standards Benchmark Analytics Best practices 189

Interaction Metrics

FEBRUARY 20, 2025

We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Use real customer feedback to tailor training sessions that focus on common pain points and best practices for resolution. Train your employees on survey best practices.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Lumoa

JANUARY 31, 2023

Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. The best practices include: Act on time. Make it a part of the routine.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

NobelBiz

NOVEMBER 26, 2021

Your agents’ average time in comparison to industry standards. The metrics listed below will vary based on the industry and contact type, but they are relatively prevalent in contact centers. The post Performance Management: Best Practices for Leaders, Managers and Agents appeared first on NobelBiz.

Best practices 52

Best practices Management Contact Center Cloud contact 52

Education Services Group

OCTOBER 15, 2020

Industry Predictions & CS Compensation. 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.

Best practices 105

Best practices industry standards Customer centricity Sales 105

Calabrio

MARCH 7, 2025

What exactly does it mean, how is it measured, and what are the current industry trends? By calculating the rates of agent turnover and attrition, you can not only understand changes in your workforce composition over time but also compare your trends to others across the industry. Contact center industry averages vary.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Talkdesk

DECEMBER 4, 2015

Call center call recording is a widespread practice across industries. 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.

Best practices 40

Best practices Call Center Government call center software 40

Voiance

JULY 16, 2019

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

NobelBiz

FEBRUARY 21, 2023

10 Best Practices for Reporting and Analytics in a Contact Center Reporting and analytics constitute an important prerequisite to making well-informed and accurate decisions and projections in any business. The following are 10 of the best practices to ensure the accuracy and the proper handling of reporting and analytics: 1.

Best practices 52

Best practices Analytics Contact Center Coaching 52

Lumoa

FEBRUARY 20, 2018

Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. The best practices include: Act on time. Voice of the customer: where to start?

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

GetFeedback

AUGUST 14, 2019

This trend is true across industries, but the pace of change varies. Industry matters. That’s why it’s important to understand how you measure up within your industry. What do customer expectations look like in your industry? Their expectations are not necessarily being set by what you do or what your industry does.

Surveys 107

Surveys industry standards Banking Education 107

CSM Magazine

JULY 25, 2024

Integrating industrial hygiene and emergency management can be the cornerstone of this culture. Industrial hygiene focuses on recognizing, evaluating, and controlling workplace hazards, while emergency management prepares for, responds to, and recovers from incidents.

Management 52

Management Education Morale industry standards 52

AWS Machine Learning

NOVEMBER 22, 2023

Talk with AWS experts in 14 different industries and explore industry-specific generative AI use cases, including demos from advertising and marketing, aerospace and satellite, manufacturing, and more. Generative AI is empowering developers to reimagine customer experiences and applications while transforming virtually every industry.

Engineering 137

Engineering Best practices Government APIs 137

Totango

JANUARY 10, 2024

Use baselines to track customer outcomes It’s typical for organizations to measure their client’s performance against industry best practices and use those numbers as a benchmark for success. The challenge with this, Beswada explained, is that it may not be your clients’ most important metric or KPI.

Sales 99

Sales industry standards Benchmark Upselling 99

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 Data encryption at rest is implemented using the AWS EBS disk encryption feature.

Wireless 81

Wireless industry standards Engineering Cloud contact 81