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. Customer Satisfaction. Overall U.S.

industry standards 52

industry standards Metrics Call Center Wait times 52

CrazyCall

JANUARY 11, 2019

Let’s start and talk about sales trends in 2019! We have seen it all, from fake bodies in the fashion industry, flat burgers to latest fail by Samsung. Top companies try to be part of this sale trend in 2018 and are going to continue it in 2019. There are few challenges for companies to stay on top of this sales trend in 2019.

Sales 83

Sales Advertising Marketing Chatbots 83

Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

Fonolo

JUNE 9, 2014

Its origins go back over 5 decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.

Service level 96

Service level Call Center Abandon rate Metrics 96

Eckoh

FEBRUARY 25, 2020

Any merchant that wants to process, store or transmit credit card data needs to be compliant with PCI DSS industry standards. Entirely de-scoping your contact center means that customer service directors, contact center managers, chief security officers and heads of compliance can breathe a sigh of relief.

Contact Center 52

Contact Center industry standards Interactive Voice Response CRM 52

Balto

AUGUST 3, 2022

But voice assistance, live chat with a human, and email remained in the top three for all 361 respondents: these human-driven activities aren’t going anywhere, and a rise in automation will bolster rather than replace the contact center of today. 2021 Contact Center Agent Survey Report - Balto Ai. 2019, March 13). O’Connor, C.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52