2015 Benchmark Metrics Scripts 
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.
Avaya
DECEMBER 1, 2016
An overwhelming majority of customers expect organizations to offer different channels to meet their needs, and make it easy to do so (Marcus Hickman, The Autonomous Customer 2015). And here’s a strong tip: Tout your customer experience metric successes to demonstrate the positive impact your contact center is having on the overall business.
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AWS Machine Learning
NOVEMBER 16, 2022
According to an article by Cybersecurity Ventures, the damage caused by Ransomware (a type of malware that can block users from accessing their data unless they pay a ransom) increased by 57 times in 2021 as compared to 2015. The latter are averaged metrics over the number of labels. Malware detection model metrics.
Taylor Reach Group
JUNE 11, 2018
Call Scripting: More Contact Centers Are Using Call Scripting: While Contact Centers are often encouraged to give advisors more freedom on the phone, there has been a contradictory increase in those using call scripting. In fact, the percentage of Contact Centers using call scripting has risen from 48.3% of the vote.
Comm100
MAY 19, 2020
20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Recommended for you : 8 Proactive Chat Best Practices with Ready-to-Use Scripts. Note: This blog post was originally published on Jul. Improved Customer Service and Loyalty.
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