SQM Group

JANUARY 19, 2023

This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs).

industry standards 52

industry standards Call Center 52

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

Callminer

SEPTEMBER 15, 2019

Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit your company.

industry standards 182

industry standards Call Center 182

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

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

Voiance

JUNE 18, 2019

Businesses and government agencies in the market for remote interpretation services can and should take per-minute price into consideration. Budgets are often tight, and savings on one line item can help offset others. The trouble starts when the procurement team decides to shop on price alone.

industry standards 65

industry standards Government Marketing 65

Voiance

MAY 7, 2019

In previous translation-industry-themed blog posts ( one and two ), we covered the standard qualifications for providers and translator vetting in the industry.

industry standards 65

industry standards 65

Voiance

APRIL 9, 2019

We've previously covered the qualifications that most reputable translation providers hold. Now that we know what to look for when it comes to the provider, how can we be sure that the translators themselves are qualified?

industry standards 65

industry standards 65

Voiance

JULY 2, 2019

So it makes sense to hold your phone and video interpretation provider—and their interpreters—to those same high standards. Working in the business world or for a government agency generally requires education, certification, and vetting to ensure trustworthiness.

industry standards 57

industry standards Government Education Personalization 57

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

SQM Group

DECEMBER 7, 2022

Given the volume of data available to call center managers, it is essential to determine the right customer service metrics and how you measure up to them.

industry standards 52

industry standards Metrics Customer Service Call Center 52

Voiance

FEBRUARY 26, 2019

Choosing a translation company can be hard – especially if you are unfamiliar with the ins and outs of the industry. For example, what do certain features and qualifications mean, and which offering is actually better when you compare?

industry standards 48

industry standards 48

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

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

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

Outsource Consultants

SEPTEMBER 5, 2024

This benchmarking exercise will provide valuable insights into industry standards and help you assess the reasonableness of the proposed increase. Outsource Consultants offers this analysis for free to help you gauge how the proposed rate compares to industry standards. Rate close to 1: The rate is fair and typical.

Benchmark 67

Benchmark outsourcing industry standards Consulting 67

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 254

industry standards Benchmark Advertising Sales 254

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

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

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

IdeasUnlimited

JUNE 25, 2024

Clients can trust us to go above and beyond industry standards, consistently delivering services that exceed expectations. Winning these awards is not just an honor; it reflects our ongoing commitment to setting industry standards and exceeding client expectations. This is just the beginning.

industry standards 59

industry standards Business Process Outsourcing outsourcing Call Center 59

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

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 52

Answering services industry standards outsourcing Management 52

Outsource Consultants

JULY 5, 2024

A New Role with Deep Roots For over 11 years, Outsource Consultants has set high industry standards in labor optimization through strategic BPO partner selection and contact center outsourcing. “We are committed to simplifying this journey for our clients.

Consulting 67

Consulting Consulting outsourcing industry standards 67

CSM Magazine

JANUARY 28, 2024

By leveraging MFA, businesses can significantly mitigate the risk of unauthorized access and ensure compliance with stringent industry standards. Preventing Unauthorized Access To protect sensitive data and systems, it is crucial to prevent unauthorized access.

industry standards 52

industry standards Best practices Finance Healthcare 52

Cyara

JUNE 27, 2022

With Botium , we are currently defining the industry standard for testing chatbots. This article was originally published on Botium’s blog on March 26, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium.

Chatbots 67

Chatbots Engineering industry standards Customer Support 67

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

CSM Magazine

NOVEMBER 15, 2024

AI-Driven Suggestions Utilizing AI-powered suggestions can greatly improve the process of developing courses by seeking out platforms that provide suggestions for organizing course materials and selecting assessment methods in line with industry standards and data analysis findings.

Education 52

Education industry standards Analytics Technology 52

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

IdeasUnlimited

NOVEMBER 29, 2023

Clients can trust IdeasUnlimited to go beyond industry standards, consistently delivering services that exceed expectations. This recognition affirms that IdeasUnlimited not only meets but surpasses industry standards, setting a benchmark for excellence.

Business Process Outsourcing 59

Business Process Outsourcing industry standards Call Center outsourcing 59

Helpware

SEPTEMBER 13, 2022

Using effective QA tools helps align your current performance levels with industry standards. To do so, organizations need to actively monitor their quality assurance (QA), or rates of customer satisfaction. Meeting and exceeding these benchmarks far precedes company expansion. Needless to say, QA is imperative.

industry standards 59

industry standards Benchmark Customer Service SaaS 59

Momentum Telecom

JUNE 13, 2024

This seamless integration helps avoid the regulatory hassles that often accompany telecommunications services, ensuring compliance with industry standards without the usual headaches. With Momentum’s ReCharge program, partners can effortlessly incorporate Momentum’s billing into their current frameworks.

Wireless 105

Wireless Telecommunications industry standards Sales 105

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

VirtualPBX

JUNE 19, 2024

Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry.

Contact Center 105

Contact Center Technology CRM industry standards 105

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 132

industry standards Engineering Enterprise Government 132