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

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards.

Call Center 376

Call Center Technology Banking Contact Center 376

The Northridge Group

AUGUST 19, 2020

At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. This will depend on your area of business.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. All contact centers face barriers, and you certainly know your own intimately.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

VirtualPBX

JUNE 19, 2024

Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. We take that to heart, getting our VirtualPBX Contact Center customers up in just days.

Contact Center 106

Contact Center Technology CRM industry standards 106

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

SmartAction

DECEMBER 12, 2023

Whether it was feedback from Contact Center Directors, IT Managers, or C-level executives, every piece of feedback was a precious gem, helping us sculpt a better version of ourselves. With our reinvigorated approach, clients across industries — from retail to financial services — are experiencing the SmartAction difference.

industry standards 79

industry standards Customer Service Automotive Virtual Agent 79

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Best practices 52

Best practices Contact Center Management Call Center 52

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center industry standards Interactive Voice Response Call Center 81

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

HGS

JULY 12, 2017

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We This is a key differentiator for us to compete in the industry.”. Contact Center Awards. outsourcing.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

Call Center Weekly

MARCH 28, 2018

What are your thoughts on industry standards, with regards to contact center metrics? Those metrics work because it's a standard measurement between teams and even eras. Industry standards are the same; they allow business leaders to learn how well they are doing when compared to others.

industry standards 136

industry standards Banking Metrics Contact Center 136

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Fonolo

APRIL 17, 2018

In the wide world of call center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly calls are answered by agents. Its origins go back over 5 decades, to the earliest days of call centers. Now – finally – this dominance may be fading. Definitions.

Service level 106

Service level Contact Center Abandon rate Call Center 106

Spearline

JUNE 1, 2021

“Although the modern contact center extends to email, chat windows, and social media, the voice continues to be the foundation for customer interactions”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article. The future of the Contact Center.

Contact Center 98

Contact Center Telecommunications industry standards Analytics 98

Contact Center Pipeline

JUNE 24, 2020

Assessment tools have been an industry standard in human resources management for a while. At times, this may feel cold and very corporate, as one of the beauties of Homo sapiens is that we’re all very unique and also different.

industry standards 179

industry standards Personalization Management Contact Center 179

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. What are you looking for when hiring for agents in the hospitality industry? That’s true in hospitality, and I am sure it is true in the customer service industry overall.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

Real Blue Sky

MARCH 6, 2023

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. Thankfully, this perspective on the contact center has shifted significantly.

outsourcing 98

outsourcing Contact Center Real estate Business Process Outsourcing 98

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. Contact center managers know that SLAs are essential for defining and measuring success for their businesses. Contact center managers know that SLAs are essential for defining and measuring success for their businesses.

Contact Center 81

Contact Center Abandon rate Service level Construction 81

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Quality Contact Solutions

JANUARY 21, 2022

Perhaps you’re considering an outsourced solution as an option but don’t know the difference between a contact center vs. call center. Contact Center vs. Call Center Explained At its core, a call center is just that—a place that services inbound and outbound calls from customers.

Call Center 98

Call Center Contact Center Business Process Outsourcing outsourcing 98

Fonolo

DECEMBER 1, 2022

With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace? billion in 2022 to US $93.7

Contact center software 87

Contact center software Contact Center Interactive Voice Response call center software 87

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar? You’re not alone!

Contact Center 94

Contact Center Enterprise Self service contact center solutions 94

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. There’s a staggering amount of sensitive information that flows through a contact center every day.

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

SmartAction

DECEMBER 12, 2023

Whether it was feedback from Contact Center Directors, IT Managers, or C-level executives, every piece of feedback was a precious gem, helping us sculpt a better version of ourselves. With our reinvigorated approach, clients across industries — from retail to financial services — are experiencing the SmartAction difference.

industry standards 52

industry standards Customer Service Automotive Virtual Agent 52

SharpenCX

MARCH 24, 2020

Download Now: Help your VP of Ops eliminate inefficiencies in your contact center with these 7 projects. Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. Industry Standards: How do you Stack Up Against Your Peers?

industry standards 52

industry standards Metrics Call Center Wait times 52

NobelBiz

NOVEMBER 26, 2024

At NobelBiz, we ’ ve redefined support with our client advocate model, proactively addressing potential challenges and ensuring our clients ’ contact centers operate at peak efficiency around the clock.” – Christian Montes Executive Vice President Client Operations 2. Traditional support models react to problems after they occur.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

Fonolo

AUGUST 31, 2021

Some companies have long contact pages, with hundred phone numbers linking to every department or important person. A call routing system is the industry standard solution to this. The Contact Center Guide to Managing Spikes in Call Volume. What is Call Routing in a Contact Center? How frustrating!

Best practices 152

Best practices Abandon rate Interactive Voice Response Call Center 152

SQM Group

APRIL 22, 2025

Let's dive into the nitty-gritty of service level calculations, looking at industry standards and common pitfalls.

Service level 66

Service level Contact Center industry standards 66

Outsource Consultants

JANUARY 27, 2025

Contact center key performance indicators (KPIs) are critical for measuring and improving customer service operations. By focusing on these essential metrics, contact centers can optimize their operations and deliver outstanding service. How to Improve AHT: Implement knowledge management systems to provide quick answers.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Fonolo

OCTOBER 12, 2021

If you’re looking to boost your performance metrics and optimize your processes, rearranging your contact center space is a good place to begin. But how do seating arrangements really factor into your contact center, and is it worth the time and initiative? How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

BlueOcean

MARCH 3, 2025

Michaels Hospital in Toronto, to discuss how partnerships with service suppliers like outsourced contact centers can impact your business objectives. If sourcing isnt an expert in the industry before they go to RFP, and the contract isnt clear as a result, there will definitely be issues that come up later.

outsourcing 62

outsourcing Contact Center Journey mapping industry standards 62

VirtualPBX

JUNE 19, 2024

Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. We take that to heart, getting our VirtualPBX Contact Center customers up in just days.

Contact Center 59

Contact Center Technology CRM industry standards 59

Outsource Consultants

JANUARY 28, 2025

Why Selecting the Right Enterprise Contact Center Matters Choosing the right enterprise contact center is a critical decision for businesses seeking to enhance customer experience and operational efficiency. What Are Must-Have Features in an Enterprise Contact Center?

Enterprise 67

Enterprise Contact Center Average Handle Time contact center solutions 67

Fonolo

SEPTEMBER 2, 2021

Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Benchmarking helps call centers compare their operations and processes to other call centers. Here we’ll go through standard KPIs and common reasons why call centers struggle to meet them.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

TechSee

FEBRUARY 16, 2023

Now, every customer regardless of industry has the capability to integrate vision seamlessly into their CRM and contact centers, instantly granting open platform users a working visual engagement center that brings customer experience to the next level.

Technology 109

Technology APIs Customer Experience CRM 109

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition.

Call Center 52

Call Center Benchmark Gamification Contact Center 52