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

AWS Machine Learning

APRIL 29, 2025

In this post, we explore how AWS services can be seamlessly integrated with open source tools to help establish a robust red teaming mechanism within your organization. Tools like Amazon Bedrock provide comprehensive evaluation capabilities that enable organizations to assess model security and robustness through automated evaluation.

industry standards 68

industry standards Healthcare Government Consulting 68

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

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

Hello Customer

OCTOBER 14, 2021

Just as you must take your customers seriously, so must you take your VOC tool if you wish to capture meaningful conversations, rather than senseless chatter. We’ve rounded up a selection of the best Voice of the Customer tools based on several features we at Hello Customer consider must-haves. Finally, let’s talk shop. Dare to Share.

Surveys 75

Surveys Feedback industry standards Analytics 75

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. Use tools like customer relationship management (CRM) systems and call center analytics platforms to collect performance data.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Inbenta

DECEMBER 28, 2024

Artificial intelligence (AI) has emerged as a critical tool for companies aiming to enhance customer experiences, streamline operations, and drive growth. Choose the right AI tool for the job. After identifying the processes to automate, its time to evaluate whether or not the tool youre considering offers the features you need.

industry standards 52

industry standards Feedback Customer Experience Customer Service 52

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

CSM Magazine

APRIL 10, 2025

However, clunky, impersonal self-service tools can frustrate users, leading to dissatisfaction and lost revenue. To prevent this: Integrate your CRM, live chat tools, and self-service platforms to create a unified customer profile. It reduces dependence on staff, saves time, and enhances customer autonomy.

Self service 52

Self service Personalization Chatbots industry standards 52

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

TeleDirect

MARCH 14, 2025

A well-trained team, equipped with the right tools and strategies, ensures: Higher customer satisfaction and retention. Use analytics tools to track customer sentiment trends. Compliance with industry standards helps maintain customer trust. Efficient issue resolution and improved response times.

Best practices 62

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

Helpware

SEPTEMBER 13, 2022

Using effective QA tools helps align your current performance levels with industry standards. Regardless of how much your company prides itself on its customer service, you should remain committed to continual improvement. Meeting and exceeding these benchmarks far precedes company expansion.

industry standards 59

industry standards Benchmark Customer Service SaaS 59

Fonolo

SEPTEMBER 14, 2021

FACT: Call-back technology is quickly becoming an industry standard for call centers. Its ability to lower call spikes and improves customer experience and agent experience makes it an indispensable tool! Use this budget to test out different tools and technologies. Make data-driven decisions to refine your strategy.

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

Nicereply

DECEMBER 17, 2024

Implement Measurement Tools Utilize customer feedback software or integrate survey capabilities into your SaaS platform. Contextualize Results Aside from friction and effort, expectations, product complexity, and industry standards can influence CES results. Segmentation is another powerful tool in your CES analysis toolkit.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

CSM Magazine

FEBRUARY 24, 2025

AI-powered tools create seamless experiences. AI-driven customer service sets a new industry standard. AI-powered tools enhance call center performance. Tools based on AI manage usual tasks and help agents with instant information. AI eliminates the need for excessive staffing.

First call resolution 52

First call resolution Wait times Call Center Customer emotions 52

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

Fonolo

OCTOBER 20, 2022

There are effective tools, training, and technology you can implement to make sure private data stays that way. 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.

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

CSM Magazine

FEBRUARY 21, 2022

SCORM has become the industry standard for e-learning and and there are plenty of tools to help you create your training content easily, such as Captivate, Articulate Storyline, Mochaberry, and more. In this post, we’ve outlined the five best SCORM authoring tools so you can choose the one that’s right for you.

industry standards 52

industry standards Surveys Feedback Customer Service 52

AWS Machine Learning

JANUARY 7, 2025

Steering the LLMs output Translation memory and TMX files are important concepts and file formats used in the field of computer-assisted translation (CAT) tools and translation management systems (TMSs). Translation Memory eXchange (TMX) is a widely used open standard for representing and exchanging TM data.

Engineering 114

Engineering Metrics industry standards Finance 114

NobelBiz

NOVEMBER 26, 2024

Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Answer: The platform supports smooth scaling, so you can expand to new communication channels, integrate advanced tools, and add more agents.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

Fonolo

AUGUST 31, 2021

A call routing system is the industry standard solution to this. Also known as an automatic call distributor (ACD), this tool receives inbound calls and connects them to the department or representative that can best support them. Imagine scrolling through that list, getting the wrong number, and having to try another one.

Best practices 152

Best practices Abandon rate Interactive Voice Response Call Center 152

CSM Magazine

NOVEMBER 15, 2024

The system should provide a range of tools to customize content so that educators can modify course structures and incorporate types of media while designing learning pathways that suit students’ styles of learning. Collaboration Tools Evaluation and data analysis tools play a role in gauging the success of your programs.

Education 52

Education industry standards Analytics Technology 52

CX Global Media

AUGUST 27, 2018

High-performing contact centers know that supervisors need to be given the tools to apply all that is needed in to practice. 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.

Contact Center 174

Contact Center Surveys Coaching Call Center 174

CSM Magazine

JANUARY 9, 2025

By prioritizing player-centric strategies and aligning them with industry standards, Revpanda ensures that iGaming platforms can maintain a competitive edge while fostering long-term user loyalty. Revpanda also emphasizes the importance of scalability, enabling brands to expand their customer service operations as they grow.

Customer Service 52

Customer Service Entertainment Best practices industry standards 52

CSM Magazine

FEBRUARY 27, 2025

The global market for structural engineering software , including tools for applying AISC 360, is expected to grow 6.1% This growth is driven by the increasing complexity of construction projects and the need for advanced tools to ensure safety and efficiency. from 2024 to 2030, reaching USD 13.70 trillion by 2030.

Engineering 52

Engineering Construction industry standards Marketing 52

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

Callminer

AUGUST 1, 2017

It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform. Brothers, John & Paul Rydell founded PhoneBurner because they wanted to create an online sales tool that would truly help sales people. Compliance missteps occur. Customer service diminishes.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

JANUARY 21, 2025

Access to Advanced Technology Many 3PL providers use cutting-edge tools such as warehouse management systems (WMS), transportation management systems (TMS), and real-time tracking solutions. To mitigate this, businesses should establish clear communication channels and use 3PL partners offering robust reporting and tracking tools.

Transportation 52

Transportation outsourcing industry standards APIs 52

VirtualPBX

JUNE 19, 2024

We, at VirtualPBX, pride ourselves on not only the industry-leading technology behind our tools and platforms, but the customer experience that allows anyone— large or small—to scale their business with 100% human support every step of the way. Every feature is fully customizable, and we can even program devices for you.

Contact Center 106

Contact Center Technology CRM industry standards 106

Spearline

SEPTEMBER 9, 2022

Let’s take a look at just how our testing and monitoring tools can shore up your IVR system integrity. Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and fax services. New to Spearline?

Interactive Voice Response 52

Interactive Voice Response Call flow industry standards Wait times 52

Fonolo

FEBRUARY 11, 2021

Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR). Take the time to review your IVR messaging, ensure that your channels are set up correctly, and evaluate your tools and technologies to ensure they’re in working order.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

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. Expanded integrations : Seamlessly connecting Totango products with even more tools in your tech stack for smoother workflows.

Enterprise 62

Enterprise Engineering industry standards B2B 62

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. This tool offers your callers a call-back as an alternative to waiting in queue and connects them with a live agent when available. DID YOU KNOW?

Call Center 131

Call Center Metrics Abandon rate Healthcare 131

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

AWS Machine Learning

MAY 21, 2024

These include new tools for newsroom journalists, ways to increase audience engagement, and a new way to ensure advertisers can confidently assess the brand safety of our content. Because this process follows a repeatable pattern, we decided to build an AI-based tool to simplify the republishing process and reduce the time spent on it.

Advertising 140

Advertising APIs Engineering industry standards 140

CSM Magazine

MARCH 5, 2025

Innovations in User Support Pin-Up Aviator isnt just meeting the industry standard for support; theyre raising the bar. With robust AI-powered tools integrated into their support systems, routine queries are handled with remarkable efficiency, allowing human agents to focus on more complex customer issues.

Technical Support 52

Technical Support industry standards Accountability Customer Support 52

Calabrio

MARCH 7, 2025

Go beyond basic training and include introductions to company culture and values, thorough technology and tools training, clear performance expectations and plans for growth and development, as well as mentorship or buddy programs. Make it fun with gamification: Inject some excitement into the workday with call center gamification tools.

Call Center 52

Call Center Benchmark Gamification Contact Center 52