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. Book a free Calabrio demo today.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Calabrio

MARCH 22, 2025

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

MARCH 7, 2025

The result, which is the trend, averages out the contacts and special events, such as seasonality over the year. Typically, +/- 5 percent accuracy is the industry standard , but the math isnt always that simple. There is no Industry Standard for how much data to use. It all depends on your organization.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52