2020, Benchmark, industry standards and outsourcing

3 Considerations Before Building Customer Success Software In-House

ChurnZero

OCTOBER 22, 2020

The role of Customer Success in keeping SaaS companies alive is too substantial to wing it by relying on a homegrown solution that accounts for a fraction of an outsourced product’s functionality. At minimum, you should monitor products to make sure you meet evolving industry standards.)

CRM

CRM Customer retention Technology Best practices

Why an 80/20 Service Level is Wrong for Your Call Center

Fonolo

JUNE 9, 2014

For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract! Whatever the story is, clearly we need to approach this “standard” with skepticism. The ’80/20 Rule’ is Just an Arbitrary Industry Standard.

Service level

Service level Call Center Abandon rate Metrics

Customer Contact Central

3 Considerations Before Building Customer Success Software In-House

Why an 80/20 Service Level is Wrong for Your Call Center

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