SharpenCX

MARCH 24, 2020

Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. Industry Standards: How do you Stack Up Against Your Peers?

industry standards 52

industry standards Metrics Call Center Wait times 52

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

B2B 52

B2B Surveys B2C Metrics 52

Fonolo

JUNE 9, 2014

Whatever the story is, clearly we need to approach this “standard” with skepticism. The ’80/20 Rule’ is Just an Arbitrary Industry Standard. ” – 2019. Another approach to take is to look at the standards guides published by COPC which some in the industry use as benchmarks.

Service level 96

Service level Call Center Abandon rate Metrics 96