ConvergeOne

MARCH 10, 2022

ConvergeOne prides itself on providing exceptional experiences and creating value for our customers. We strive to form true partnerships, teaming with our customers to develop progressive solutions that connect people with purpose. One way of determining if we're succeeding in this effort is to calculate our Net Promoter Score (NPS).

industry standards 105

industry standards Real estate Benchmark Customer centricity 105

ShepHyken

APRIL 4, 2018

Let them go head-to-head with customer service and experience expectations based on the existing industry standards. Let the best of the best, regardless of industry standards, set your bar. Here’s my take: good for them. I have a better idea: don’t let them set your bar. Is it Nordstrom, Apple, or Zappos?

industry standards 256

industry standards Benchmark Advertising Sales 256

SmartAction

DECEMBER 12, 2023

The post The Evolution of Customer Service AI: How SmartAction’s Brand Refresh is Setting New Industry Standards appeared first on SmartAction. We can show you where you can design automation into your IVR and chats, as well as other operational efficiencies. Reach out today.

industry standards 79

industry standards Customer Service Automotive Virtual Agent 79

CX Global Media

MAY 24, 2018

The unfortunate industry standard has been that an immense burden is placed on individual supervisors to find their own way to success – quickly.” – Click to Tweet. Thankfully, Adrianna had the rare internal strength to do just that. .” – Click to Tweet.

Contact Center 257

Contact Center industry standards Morale Call Center 257

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

DECEMBER 2, 2024

That’s true in hospitality, and I am sure it is true in the customer service industry overall. The industry standard in hospitality is for room attendants to clean 15 rooms per shift. Each room has a kitchenette including a dishwasher and, on average, the rooms tend to be larger than industry standard.

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

Steve DiGioia

FEBRUARY 15, 2021

Do you offer regular training and updates on the latest industry standards and technologies? Do they possess the needed skills and product knowledge to serve your customers? Are they empowered to find solutions without having to always hand-off the customer to another employee? Exclusivity.

Customer Service 348

Customer Service industry standards Personalization Technology 348

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. Why do we use metrics?

industry standards 136

industry standards Banking Metrics Contact Center 136

TeleDirect

JANUARY 30, 2025

Choosing the Best Call Center for Outsourcing When selecting a call center, businesses should consider: Industry Experience: Look for providers with expertise in customer support, sales, and administrative services. labor laws, data security policies, and industry standards. Regulatory Compliance: Ensure adherence to U.S.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

SmartAction

DECEMBER 12, 2023

The post The Evolution of Customer Service AI: How SmartAction’s Brand Refresh is Setting New Industry Standards appeared first on SmartAction. We can show you where you can design automation into your IVR and chats, as well as other operational efficiencies. Reach out today.

industry standards 52

industry standards Customer Service Automotive Virtual Agent 52

PeopleMetrics

APRIL 10, 2025

Static surveys have long been the industry standard in VoC. But AI is changing that in exciting ways! Enter conversational surveysan innovative approach that uses AI to turn a static survey into a dynamic, evolving conversation with your customer.

Surveys 62

Surveys industry standards Feedback Metrics 62

HGS

JULY 12, 2017

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

outsourcing 187

outsourcing contact center associations Self service industry standards 187

Fonolo

SEPTEMBER 2, 2021

Call center benchmarks are necessary to drive performance and revenue, and can be used to compare a call center’s performance with industry standards. Here we’ll go through standard KPIs and common reasons why call centers struggle to meet them. Here are industry standards for call center benchmarks.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

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

TeleDirect

MARCH 9, 2025

A: The industry standard is less than 20 seconds for inbound calls, but businesses should aim for as short as possible without compromising service quality. Enhanced Brand Reputation Companies known for fast, reliable support build customer loyalty. Q2: What is the impact of long wait times on a business?

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

TeleDirect

JANUARY 9, 2025

Higher Quality of Service US-based call centers are known for delivering superior service, including: Professional Training: Agents undergo rigorous training to meet industry standards. Advanced Technology: Access to state-of-the-art tools, redundant systems and backup servers.

Call Center 77

Call Center Healthcare Multichannel First call resolution 77

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

ShepHyken

OCTOBER 5, 2018

Their intuitive shopping interface, wide selection, one-click ordering, and fast shipping have become the industry standard. Amazon’s success over the last two decades has permanently reshaped retail. However, this has also opened huge opportunities for brands to innovate and differentiate themselves.

industry standards 224

industry standards Personalization Engineering Consulting 224

Steve DiGioia

SEPTEMBER 26, 2016

Those well-spoken-of and restaurant industry standard “two minutes or two bites” has quickly passed as you make your way to table #22. Well, I don’t want you to be a hungry sales guy, at least not at this point. But I do want you to assume the sale. Here’s what I mean.

industry standards 200

industry standards Sales Personalization Management 200

BlueOcean

JUNE 26, 2018

That’s true in hospitality, and I am sure it is true in the customer service industry overall. The industry standard in hospitality is for room attendants to clean 15 rooms per shift. Each room has a kitchenette including a dishwasher and, on average, the rooms tend to be larger than industry standard.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

TeleDirect

DECEMBER 20, 2024

Does the call center comply with industry regulations and standards? Compliance with industry standards like PCI (Payment Card Industry) and HIPAA (Health Insurance Portability and Accountability Act) is crucial, especially for businesses handling sensitive customer information.

Call Center 62

Call Center Outbound sales industry standards Analytics 62

TeleDirect

APRIL 3, 2025

With a proven track record and a commitment to innovation, TeleDirect continues to set the industry standard for inbound call center services. TeleDirects Inbound Call Solutions stand out as the top choice for businesses looking to deliver exceptional customer service and boost operational efficiency.

Interactive Voice Response 62

Interactive Voice Response Abandon rate Healthcare Multi-channel support 62

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. New Challenges for Call Centers in 2021. More Flexible Service Solutions.

Call Center 376

Call Center Technology Banking Contact Center 376

TeleDirect

FEBRUARY 7, 2025

By outsourcing legal intake to a specialized call center , law firms can mitigate these issues while ensuring professionalism and compliance with legal industry standards. Frustrated prospects who turn to competitors for quicker service. How Call Centers Improve Legal Intake Efficiency 1. This results in: Higher attorney productivity.

Call Center 62

Call Center outsourcing industry standards Scripts 62

Inbenta

DECEMBER 28, 2024

Data security : Does the tool adhere to industry-standard security protocols to protect customer data? User experience : Is the tool user-friendly for customers and customer service agents? Scalability : Can the tool scale to handle large volumes of customer interactions without compromising performance? Start Your AI Journey Today!

industry standards 52

industry standards Feedback Customer Experience Customer Service 52

SQM Group

JULY 27, 2023

Learn how you compare to industry peers, the call center industry average, and world-class performers for the top call center benchmarks and industry standards.

Benchmark 98

Benchmark Call Center industry standards 98

TeleDirect

MARCH 14, 2025

Compliance with industry standards helps maintain customer trust. Implement improvements based on recurring feedback. Ensure Compliance and Data Security Customers expect their personal information to be handled safely and securely. Best practices for compliance: Adhere to PCI DSS and HIPAA regulations for secure transactions.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

CSM Magazine

FEBRUARY 24, 2025

Encryption of data while in transit and at rest via industry-standard protocols avoids unauthorized use, whether data is kept in databases or communicated through emails.

Engineering 52

Engineering industry standards Advertising Education 52

Call Design

NOVEMBER 4, 2021

WFM systems have been revamping to cater for shifting industry standards in how contact centres are servicing their agents and this overhaul has seen many backend changes happen over a short period of time. Maintenance.

industry standards 148

industry standards APIs SaaS Accountability 148

OrecX

MAY 17, 2022

Some vendors claim it is complicated and time consuming to export your recordings in a playable, industry standard format - which it shouldn't be! Well, it's due to a few reasons: Many call recording software vendors are greedy.

industry standards 121

industry standards APIs CRM Analytics 121

Fonolo

AUGUST 31, 2021

A call routing system is the industry standard solution to this. Some companies have long contact pages, with hundred phone numbers linking to every department or important person. Imagine scrolling through that list, getting the wrong number, and having to try another one. How frustrating!

Best practices 152

Best practices Abandon rate Interactive Voice Response Call Center 152

IdeasUnlimited

AUGUST 21, 2024

Additionally, reputable call answering service providers adhere to legal industry standards and regulations, guaranteeing compliance and minimizing risk. These services employ strict protocols and advanced technologies to protect client data, ensuring that all communications are confidential and secure.

Answering services 98

Answering services industry standards outsourcing Personalization 98

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

CSM Magazine

APRIL 10, 2025

For added efficiency, conduct regular audits of your self-service tools to ensure they align with evolving customer preferences and industry standards. Identify common points of friction or failure in the self-service process and address them promptly.

Self service 52

Self service Personalization Chatbots industry standards 52

Fonolo

SEPTEMBER 14, 2021

FACT: Call-back technology is quickly becoming an industry standard for call centers. A Salesforce survey of 8,000 customers, both individuals and businesses, showed that 75% of customers expect companies to use technology for better customer experiences.

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

CX Global Media

AUGUST 27, 2018

To do that, the better value and long-term sustainable approach (not the industry standard) is to develop supervisor leadership skills and abilities that deliver your desired success. It’s time for you to ignore the survey scores and focus on the leading practice.

Contact Center 174

Contact Center Surveys Coaching Call Center 174

Nicereply

DECEMBER 17, 2024

Contextualize Results Aside from friction and effort, expectations, product complexity, and industry standards can influence CES results. A seemingly high-effort task might be acceptable if it’s industry standard or if the outcome is particularly valuable to the user.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52