Fonolo

OCTOBER 30, 2018

Generic, sales-heavy marketing campaigns no longer have the same impact they once did. So, how can companies make the most of these emerging trends in marketing? Meeting the Industry Standard of Service Level. These days, customers are savvier than ever. Surprise and Shout-Out to Customers. Plus so Much More!

Marketing 164

Marketing Customer Service Advertising Call Center 164

Callminer

JULY 22, 2018

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. It is one of the strongest expansion levels of any outsourcing market sub-segment. Despite the advantages of BPOs (24/7 customer support, location flexibility, cost savings, etc.),

outsourcing 186

outsourcing Contact Center Business Process Outsourcing industry standards 186

TeleDirect

JANUARY 9, 2025

In an increasingly competitive market, businesses need every advantage to differentiate themselves, and a US-based call center offers a strategic edge. 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.

Call Center 77

Call Center Healthcare Multichannel First call resolution 77

SmartAction

DECEMBER 12, 2023

It’s not just about adapting to the evolving market; it’s about leading the charge. Innovation at the Heart As Ashley Bard, our Head of Marketing, puts it, “This brand refresh showcases our evolution. At SmartAction, we believe in the power of change. Reach out today.

industry standards 52

industry standards Customer Service Automotive Virtual Agent 52

ShepHyken

OCTOBER 5, 2018

Their intuitive shopping interface, wide selection, one-click ordering, and fast shipping have become the industry standard. A study from 2009 in the journal Psychology & Marketing revealed that when people cannot easily determine which option is preferable, they are more likely to leave a store empty-handed.

industry standards 224

industry standards Personalization Engineering Consulting 224

Fonolo

SEPTEMBER 2, 2021

Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Market research helps, but it isn’t enough. Call center benchmarks are necessary to drive performance and revenue, and can be used to compare a call center’s performance with industry standards.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

Callminer

AUGUST 1, 2017

Tyler Riddell is the Vice President of Marketing for eSUB with over 15 years of experience in Marketing, Product Management, Advertising, and Public Relations. He has a proven track record for successful go to market and corporate communication programs in multiple vertical tech markets. Tyler Riddell. Rachel Ivers.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

JANUARY 9, 2025

The iGaming industry thrives on its ability to offer immersive experiences, seamless gameplay, and unmatched entertainment. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity. However, what sets one platform apart from another often boils down to customer service.

Customer Service 52

Customer Service Entertainment Best practices industry standards 52

BlueOcean

JUNE 26, 2018

So, I go into an interview and talk much less about what’s required, and instead I explain what we do, where we’re at in the market, and what our vision is for the company. That’s true in hospitality, and I am sure it is true in the customer service industry overall. So is the ability to listen and maintain a positive attitude.

Customer Service 141

Customer Service industry standards Contact Center Average Handle Time 141

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

TeamSupport

APRIL 27, 2021

Likewise, the B2B sector has also been affected by the spread of AI and its common usage by business owners and marketers alike. To better understand how exactly this tech influences your business, it’s worth looking at these five ways AI is changing B2B marketing. Personalize Your Marketing. Better Online Customer Experience.

B2B 64

B2B Customer Support Marketing Chatbots 64

Fonolo

SEPTEMBER 14, 2021

In fact, customer service is now seen as one of the main growth drivers for businesses, alongside sales and marketing. FACT: Call-back technology is quickly becoming an industry standard for call centers. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth. It's 100% free, we promise.).

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

ChurnZero

NOVEMBER 26, 2024

Understanding the salary budget for the role based on responsibilities, the current market, and level. Use industry-standard titles where possible. Develop and execute comprehensive onboarding and training programs tailored to the unique needs of mid-market and enterprise customers. Avoid overly creative titles.

SaaS 52

SaaS Upselling Enterprise industry standards 52

CSM Magazine

JANUARY 21, 2025

By assuming responsibility for these tasks, 3PL companies enable businesses to focus on core competencies like product development and marketing. Global Reach For businesses expanding into international markets, 3PL providers offer expertise in cross-border logistics, customs compliance, and local delivery networks.

Transportation 52

Transportation outsourcing industry standards APIs 52

Totango

FEBRUARY 12, 2025

Together, we are setting a new industry standard for CS and whats possible in delivering exceptional results when you deliver on your promise of helping customers achieve their goals. A peek at whats ahead This rebrand is just the first note of a rhythm we intend to move to for a long time. We hope youll join us along the way!

Enterprise 62

Enterprise Engineering industry standards B2B 62

VirtualPBX

JUNE 19, 2024

As a privately-held, US-based small business, we are honored to be included with the top call and contact center products on the market—competing against large-scale companies with decades in this market. As always, VirtualPBX appreciates the high industry standard set forth by media voices like Customer Magazine.

Contact Center 106

Contact Center Technology CRM industry standards 106

Lumoa

NOVEMBER 8, 2018

Apple, and other global market leaders, incl. Sue Duris, Director of Marketing and Customer Experience at M4 Communications , strongly believes in the connection of CES, loyalty and the direction the company is going. Since 2003, when the metric was first introduced, NPS has been gaining popularity. AirBnB, benefit from the metric.

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

Outsource Consultants

MARCH 18, 2025

This article dives into key market trends (including cost benefits and regional considerations), real-world success stories of outsourcing, the impact of AI-driven disruptions in call centers, and how to balance automation with human agents for superior customer interactions. Flexibility in service offerings is equally important.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

VirtualPBX

JUNE 1, 2023

In today’s digital age, text messaging has become a ubiquitous form of communication, prompting businesses to explore its potential as a marketing tool. In other words, yes, text marketing is legally permissible when businesses adhere to the rules and regulations mandated by law.

Telemarketing 98

Telemarketing Government industry standards Best practices 98

Totango

JANUARY 10, 2024

From there, Beswada explained that the insights are grouped into relevant segments and then aggregated into dashboards accessible across the organization to marketing, product, operations, and sales. Partners [product, sales, and marketing] are active participants in building those retention strategies.

Sales 99

Sales industry standards Benchmark Upselling 99

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. With the right numbers in front of them, CSMs can identify the right referral candidates and connect them with the marketing or sales team members. .

SaaS 105

SaaS industry standards Benchmark Accountability 105

Interaction Metrics

FEBRUARY 20, 2025

We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Look at recent product changes, service disruptions, or market shifts that may have contributed to the decline. The result is a clear roadmap to improvement for your company.

Surveys 62

Surveys Benchmark Feedback Metrics 62

CSM Magazine

FEBRUARY 27, 2025

The global market for structural engineering software , including tools for applying AISC 360, is expected to grow 6.1% It provides a unified framework engineers can follow to meet regulatory requirements and industry standards. It provides comprehensive guidelines for the design and construction of structural steel buildings.

Engineering 52

Engineering Construction industry standards Marketing 52

VirtualPBX

OCTOBER 24, 2024

We are passionate about bringing powerful, enterprise-level solutions to market, packaged in a way that private businesses can gain maximum value,” says Rachel Anderson, Chief Marketing Officer for VirtualPBX. As always, VirtualPBX appreciates the high industry standard set forth by media voices like TMCnet.

Wireless 52

Wireless Transportation industry standards Enterprise 52

Fonolo

OCTOBER 10, 2018

The editors test products (often a year prior to their release) and advise the marketing team by helping to foresee questions and concerns the customers are likely to ask. Meeting the Industry Standard of Service Level. The moral of the story? Call Center 101: The Golden Rules of SLAs. What’s Inside: SLAs in Nutshell.

Customer Service 104

Customer Service Call Center Entertainment Morale 104

Fonolo

OCTOBER 24, 2018

SendGrid did start out as an email API system, but in recent years has positioned itself as an “email marketing” platform. That is, is Twilio going start competing with email marketing companies that previously saw Twilio/SendGrid as a technology supplier? Meeting the Industry Standard of Service Level. Plus so Much More!

APIs 103

APIs Call Center industry standards Service level 103

Outsource Consultants

SEPTEMBER 5, 2024

Contractual terms: Review your contract for clauses related to rate adjustments, such as those tied to specific performance metrics or market indices. Equally important is gathering data on current market rates for similar services. What data sources do you find most reliable for benchmarking market rates?

Benchmark 67

Benchmark outsourcing industry standards Consulting 67

JivoChat

APRIL 7, 2022

As the global economy gradually recovers, two global solution providers are ready to set foot to explore the uncharted markets. Its industrial standardized developer platform and API integration process ensure smooth technical integration with JivoChat API. .

Customer Experience 75

Customer Experience APIs industry standards SaaS 75

AWS Machine Learning

MAY 9, 2024

For ease of consumption, standardization, scalability, and value delivery, the outputs of an AI/ML CoE can be of two types: guidance such as published guidance, best practices, lessons learned, and tutorials, and capabilities such as people skills, tools, technical solutions, and reusable templates.

Government 133

Government Best practices Benchmark Metrics 133

Outsource Consultants

AUGUST 9, 2021

What’s more, they serve your needs as an outsourcing expert, so you can be confident the services being outsourced are being processed at a high industry standard. BPO vendors offer business leaders the freedom to quickly and skillfully capitalize on new opportunities: Looking to enter into new geographic markets?

outsourcing 128

outsourcing Business Process Outsourcing Contact Center Morale 128

AWS Machine Learning

JULY 9, 2024

S&P AI Benchmarks by Kensho When Kensho’s R&D lab began to research and develop useful, challenging datasets for finance and business, it quickly became clear that within the finance industry, there was a scarcity of such realistic evaluations.

Finance 124

Finance Benchmark industry standards Accountability 124

AWS Machine Learning

MAY 21, 2024

Given the reasoning capabilities of LLMs, we decided to develop an automated per-article brand safety assessment based on industry-standard guidelines to provide advertisers with a real-time, granular view of the brand safety of 20 Minutes content.

Advertising 140

Advertising APIs Engineering industry standards 140

BlueOcean

MARCH 3, 2025

What are the table stakes, the trends, the market research, the vocabulary? 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. Ideally, the strategic sourcing team needs to understand the space in which theyre sourcing.

outsourcing 62

outsourcing Contact Center Journey mapping industry standards 62

Lumoa

JANUARY 31, 2023

In the end, customer experience depends on the work of all departments: from customer service and customer success teams to marketing, product, and HR. At the same time, it’s also an industry-standard metric, which means you could benchmark the results. How to analyze customer feedback in different languages?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Spearline

JUNE 1, 2021

Systems, such as the one provided by Spearline, measure audio quality using the ITU (International Telecommunication Union) and standard PESQ (Perceptual Evaluation of Speech Quality). Discover more here. article originally published on UCToday. For more information,

Contact Center 98

Contact Center Telecommunications industry standards Analytics 98

Calabrio

MARCH 7, 2025

In a tight labor market, both your business and its customers cannot afford to lose agents. Here’s how to make recognition and reward a core part of your contact center culture: Keep compensation competitive: Stay ahead of the curve by regularly benchmarking your salaries and benefits against industry standards and local market rates.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

AWS Machine Learning

SEPTEMBER 23, 2024

We share how Rocket Mortgage’s use of AWS services set a new industry standard and demonstrate how to apply these principles to transform your client interactions and processes with speed and scalability. By using existing solutions and AWS technical teams, Rocket significantly reduced the time to market, allowing for swift deployment.

Analytics 118

Analytics First call resolution Banking Interactive Voice Response 118