SharpenCX

MARCH 24, 2020

But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. So, how do you, as a contact center team, measure up to the rest of your industry? Industry Standards: How do you Stack Up Against Your Peers? Customer Satisfaction. Overall U.S.

industry standards 52

industry standards Metrics Call Center Wait times 52

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. This industry-standard measurement centers around how likely your customers are to recommend your product to a peer.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

AWS Machine Learning

NOVEMBER 28, 2023

Consequently, establishing mechanisms to assess and manage risk is an important process for AI practitioners to consider and has become a core component of many emerging AI industry standards (for example, ISO 42001 , ISO 23894 , and NIST RMF ) and legislation (such as EU AI Act ). About the Authors Mia C.

industry standards 135

industry standards Engineering Enterprise Government 135

Callminer

AUGUST 1, 2017

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. Kolin Porter is the Vice President, Product Innovation at Higher Ed Growth. Too many portals…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Fonolo

OCTOBER 17, 2018

Don’t rush education. Meeting the Industry Standard of Service Level. It’s a principle that has to be embedded at every level of the organization, a question that all employees should regularly ask themselves. Jeanne Bliss ( @JeanneBliss ). Thomas Laird ( @ExpeviaNow ). Think Small to Go Big. Plus so Much More!

Customer Service 93

Customer Service industry standards Service level Call Center 93

Education Services Group

OCTOBER 15, 2020

Gary Gatio, Education Subscriber Experience Agent. 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

Spearline

MAY 28, 2020

Our platform generates an International Telecommunication Union (ITU) industry-standard PESQ (perceptual evaluation of speech quality) score, which is an objective score of audio quality rather than the subjective MOS scoring. Benchmark performance against competitors. Audio quality, DTMF, and CLI are tested on every single route.

Benchmark 97

Benchmark Telecommunications industry standards Metrics 97

ChurnZero

NOVEMBER 26, 2024

Use industry-standard titles where possible. Qualifications include things like educational background and certifications Essential skills are skills that are needed on day one of the position. Avoid overly creative titles. This helps candidates understand the role expectations and how it aligns within the organization.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

OCTOBER 20, 2020

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. How easily they can access support/educational materials. This industry-standard measurement centers around how likely your customers are to recommend your product to a peer. How valued they feel as customers.

Customer Experience 90

Customer Experience Education Customer centricity Metrics 90

Spearline

FEBRUARY 23, 2021

We allow you to make educated and responsible decisions on how your calls are routed, combined with country-by-country benchmarking data from our millions of global test calls. Number testing provides you with insights into managing ongoing relationships between carriers and making key routing decisions based on audio quality data.

Telecommunications 95

Telecommunications Benchmark industry standards Metrics 95

Fonolo

OCTOBER 3, 2018

Whatever your roadblock, it’s good practice for contact center teams and customer service leaders to educate themselves on why, in a broad sense, some contact centers are being held back from reaching their full potential. Meeting the Industry Standard of Service Level. Call Center 101: The Golden Rules of SLAs.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

GetFeedback

AUGUST 14, 2019

Now you know how your CSAT can stand relative to your peers, but I want you to remember one very important thing: Comparing yourself to your peers or simply holding yourself to an industry-standard isn’t the best measure of performance. CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey.

Surveys 107

Surveys industry standards Banking Education 107

AWS Machine Learning

APRIL 30, 2025

Standard development best practices and effective cloud operating models, like AWS Well-Architected and the AWS Cloud Adoption Framework for Artificial Intelligence, Machine Learning, and Generative AI , are key to enabling teams to spend most of their time on tasks with high business value, rather than on recurrent, manual operations.

Government 54

Government Engineering Enterprise APIs 54

Nicereply

DECEMBER 28, 2021

We’ve compiled benchmarks to help you compare your CSAT, NPS, and CES scores to industry standards and inspire your goal setting. Mat Patterson, Customer Service Educator at Help Scout, sees a broader scope for the support team’s writing. Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have?

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

CSM Magazine

DECEMBER 4, 2023

Moreover, benchmarking against industry standards offers insights into their ESG performance, highlighting areas of excellence or improvement. Leveraging model coefficients, firms can make data-driven decisions, such as prioritizing sustainable investments based on their impact.

Government 105

Government Morale Finance industry standards 105

Interaction Metrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. Best For Mid-sized companies in education, healthcare, or hospitality that need to collect regular employee feedback on a lean budget. Its especially well-suited for industries like education, healthcare, and market research.

Surveys 48

Surveys Enterprise B2B Analytics 48

Globitel

JULY 27, 2024

I am proud of our team for their relentless efforts in achieving and maintaining these standards, said Nael Halawa, Managing Director of Globitel KSA. These milestones demonstrate commitment to meeting the highest industry standards and providing world-class services to our clients.

industry standards 52

industry standards Government Healthcare Education 52

Fonolo

AUGUST 25, 2020

They’ve become an industry standard, which helps because customers know how to answer them quickly. Demographic questions are questions on things like age, gender, race, job, education, and location. ” Sliding Scale and Semantic Differential Questions. Demographic Questions. Make sure you include these too!

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

AWS Machine Learning

APRIL 23, 2024

As you build applications on AWS, aligning RAG applications with the AWS Well-Architected Framework provides a solid foundation for building enterprise-grade solutions that drive business value while adhering to industry standards.

APIs 127

APIs Enterprise Scripts Accountability 127

CSM Magazine

MAY 15, 2024

Whether you’re a recent graduate or an experienced professional, these builders can save you time and ensure your resume meets industry standards. When selecting a template, choose one that aligns with your industry standards. Why Use an AI CV Builder? Creating a resume from scratch can be daunting.

industry standards 52

industry standards Finance Education Metrics 52

AWS Machine Learning

MAY 9, 2024

Training and enablement To help educate employees on AI/ML concepts, tools, and techniques, the AI/ML CoE can develop training programs, workshops, certification programs , and hackathons. Development tools and frameworks – Use industry-standard AI/ML frameworks and tools such as Amazon CodeWhisperer , Apache MXNet , PyTorch , and TensorFlow.

Government 133

Government Best practices Benchmark Metrics 133

Calabrio

MARCH 5, 2025

VoC-specific educational initiatives for your business may include VoC workshops with experts, case study analysis, and VoC tools or platform training. Benchmark against competitors To gain a competitive edge, it’s essential to benchmark your VoC program against others in your industry.

Best practices 40

Best practices Benchmark First call resolution Contact Center 40

CSM Magazine

JULY 25, 2024

Training and Education for Safety Training and education are pivotal in fostering a culture of safety. Employees must be well-versed in industrial hygiene practices and emergency management procedures to effectively mitigate risks.

Management 52

Management Education Morale industry standards 52

NobelBiz

APRIL 2, 2024

We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check. Brad Dashnaw is the CEO of one of the top companies in the Digital Marketing space for Higher Education and Automotive Companies with over 4,000+ succesful clients.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

24-7 InTouch

SEPTEMBER 27, 2023

Highlight any certifications or industry standards you adhere to, giving customers peace of mind. Here are some additional steps you can take: Employee Education: Provide training to your teams on privacy regulations, data security, and customer trust. Creating a Culture of Trust Building consumer trust goes beyond policies.

industry standards 59

industry standards Accountability Education Best practices 59

Comm100

APRIL 23, 2019

Develop a customer education roadmap: Customers understand the concept of live chat but aren’t necessarily aware of its full capabilities. Set performance parameters: While conventional, industry-standard metrics like CSAT, NPS, and FCR apply to live chat, consider diving deeper into its unique KPIs.

industry standards 68

industry standards outsourcing Customer centricity Metrics 68

AWS Machine Learning

JULY 20, 2022

In this post, we discuss how you can build a machine learning (ML) solution that we call Contextual Intelligence Taxonomy Mapper (CITM) to extract context from digital content and map it to standard taxonomies in order to generate value. Although we apply this solution to contextual advertising, you can use it to solve other use cases.

Advertising 98

Advertising APIs Automotive industry standards 98

AWS Machine Learning

NOVEMBER 22, 2023

Be sure to check out the session on the just launched PartyRock , an educational tool for providing any builder with low-friction access to learn through experimentation in a foundation model playground built on Amazon Bedrock. Paxton Hall is a Marketing Program Manager for the AWS AI/ML Community on the AI/ML Education team at AWS.

Engineering 138

Engineering Best practices Government APIs 138

CSM Magazine

MARCH 28, 2023

Education and Communication – Access various resources from OCIO firms to stay informed about market trends, investment strategies, and more Opting for resources provided by OCIO firms can be an invaluable way to gain critical insights on par with industry standards.

Finance 52

Finance outsourcing Benchmark Education 52

Amity

NOVEMBER 27, 2017

In the world of SaaS, it is industry standard to have some sort of “ticketing system” This allows you to measure important KPIs such as time to first response, or time to resolution, allowing you to ensure SLAs are being met and ideally exceeded. Customer education (content) is paramount regardless of industry.

SaaS 71

SaaS industry standards Upselling Education 71

Anexa BPO

FEBRUARY 23, 2023

They are communicators, listeners, problem solvers, and educators, and ultimately take responsibility for – that’s right – ‘customer success’. Net Promoter Score (NPS) This industry standard metric is used to analyze and drive customer loyalty. It answers questions like: Is my customer satisfied with my products and/or services?

Bilingual agents 52

Bilingual agents Customer centricity industry standards Metrics 52

CSM Magazine

FEBRUARY 16, 2023

Training Coordinator Training coordinators typically oversee training programs that can include anything from employee onboarding sessions and ongoing education initiatives (safety certification classes or quality control seminars etc.)

Technical Support 52

Technical Support industry standards Engineering Accountability 52

TeamSupport

APRIL 27, 2021

And if your customer support is not up to the industry standards, you can expect to have many potential customers leaving almost instantly. He is a professional writing expert in such topics as blogging, digital marketing and self-education. He also loves traveling and speaks Spanish, French, German and English.

B2B 64

B2B Customer Support Marketing Chatbots 64

CSM Magazine

SEPTEMBER 19, 2024

The external CTO can implement robust security protocols, conduct risk assessments, and ensure that the technology infrastructure adheres to industry standards. Skilled Workforce: Bulgaria boasts a highly educated workforce with a strong emphasis on technology and engineering.

outsourcing 52

outsourcing Government Education Technology 52

Calabrio

MARCH 22, 2025

Standardize your onboarding: Develop a comprehensive onboarding process to ensure new hires are well-prepared to handle customer interactions. Set clear expectations for performance and development, educate agents about both your offerings and your broader vision, and establish open lines of communication in the process.

Best practices 52

Best practices Contact Center Management Call Center 52

CSM Magazine

MARCH 28, 2024

Regularly reviewing and updating these policies keeps the mailroom operations in alignment with the latest industry standards and regulatory requirements. This includes guidelines on mail handling, confidentiality, and emergency procedures, ensuring a consistent approach to daily operations.

industry standards 52

industry standards Education Technology Accountability 52

SharpenCX

FEBRUARY 18, 2020

Keep up with industry standards and customer expectations to know what qualifies as excellent service in today’s world. If you educate yourself on technology, you can collaborate with your IT team and more effectively make the case for your preferred solutions. Talent searching is complicated. Don’t stay out of the conversation.

Call Center 84

Call Center Coaching Management Contact Center 84