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 265

industry standards Benchmark Advertising Sales 265

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

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

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

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

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

Working Solutions

APRIL 27, 2023

Once in a while, we come across someone whose passion and innovation knows no bounds. Tamara Schroer is one of those people. Tamara’s journey from working with at-risk youth at Boys Town outside of Omaha, Nebraska, to becoming the Vice President of Education and Development at Working Solutions is a testament to the power of […]

industry standards 52

industry standards Education 52

Working Solutions

APRIL 27, 2023

Once in a while, we come across someone whose passion and innovation knows no bounds. Tamara Schroer is one of those people. Tamara’s journey from working with at-risk youth at Boys Town outside of Omaha, Nebraska, to becoming the Vice President of Education and Development at Working Solutions is a testament to the power of […]

industry standards 52

industry standards Education 52

Working Solutions

APRIL 27, 2023

Once in a while, we come across someone whose passion and innovation knows no bounds. Tamara Schroer is one of those people. Tamara’s journey from working with at-risk youth at Boys Town outside of Omaha, Nebraska, to becoming the Vice President of Education and Development at Working Solutions is a testament to the power of […]

industry standards 52

industry standards Education 52

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 232

industry standards Personalization Engineering Consulting 232

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

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

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

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 90

Benchmark Call Center industry standards 90

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

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

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

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 industry standards 174

TechSee

FEBRUARY 16, 2023

. “The introduction of an open platform represents a shift in industry focus and maturity, from point solutions to visual platforms that are fully integrated with and empowering every facet of the business,” said Jon Burg, Sr Director of Strategy at TechSee.

Technology 109

Technology APIs Customer Experience CRM 109

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 ).

industry standards 137

industry standards Engineering Enterprise Government 137

Fonolo

OCTOBER 12, 2021

TIP: Voice Call Backs are quickly becoming an industry standard tool for its ability to reduce abandon rates, improve customer satisfaction, and manage spikes in call volume. Prioritize quiet zones. Keep meetings and training sessions in separate rooms, preferably with soundproofing.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

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. Why a Data Security Strategy is Essential. Let’s start at the beginning.

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

The Northridge Group

AUGUST 19, 2020

Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. 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?

Contact Center 145

Contact Center Coaching Call Center Wait times 145

CX Global Media

DECEMBER 28, 2017

Do You Love the Industry Standard Being By the Seat of My Pants. Contact Center Industry Size and it’s Tipping Point. Related Articles: What are the top 3 trends in contact center today. 10 Steps to a Better Agent Career Path. Call Center – The Accidental Career Path. Sign into iTunes using your ID and password.

Contact Center 159

Contact Center Coaching Customer centricity Customer effort 159

CSM Magazine

JUNE 23, 2022

In academic and industry standard benchmarking through the LibriSpeech test—a speech corpus of 1,000 hours of transcribed audiobooks—it often beats out the major AI companies. ASAPP, which has raised US $400 million from several notable venture capital firms in Silicon Valley, keeps good company.

industry standards 96

industry standards Benchmark Coaching Analytics 96

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

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

Fonolo

FEBRUARY 11, 2021

Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR). The good news is, we’ve done the heavy lifting and rounded up the best strategies to implement in your call center. Make data-driven decisions with KPIs. Let’s start with the basics.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

Fonolo

MARCH 11, 2021

Hiring additional staff is the most traditional way to improve this metric but call centers around the world are quickly adopting call-back technology , making it an industry standard. The average abandon rate for the medical and healthcare industries is 13% – TalkDesk. DID YOU KNOW?

Call Center 131

Call Center Metrics Abandon rate Healthcare 131

ChurnZero

MARCH 31, 2021

Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Reviewers on TrustRadius have rated ChurnZero an 8.8 out of 10 for customer support and an 8.0 out of 10 for usability. Reviewers also praise the automation capabilities and the ChurnScore calculation.”.

B2B 98

B2B industry standards SaaS Feedback 98

ClientSuccess

SEPTEMBER 28, 2020

Increase NPS scores: NPS and other industry standards can impact a brand’s reputation and image to customers, prospects, and partners. By having insight into product usage, CSMs can make better strategic decisions and relay this information on to other internal departments.

SaaS 105

SaaS industry standards Benchmark Accountability 105