2022 Benchmark Coaching Metrics 
COPC
JANUARY 13, 2023
Global Benchmarking Series, Contact Center Training and Development. However, training and development seldom receive the same focus as other performance outcomes such as service level, quality, or customer satisfaction metrics. Global Benchmarking Series, Contact Center Training and Development. New Hire Training.
JustCall
NOVEMBER 25, 2022
The most beneficial aspect of this product is that it requires no commitment and is mainly used for agent call monitoring, evaluation, and coaching. Enthu.AI’s salient characteristics include: Use cases: 100% call monitoring, agent evaluation, and customized coaching are the main use cases. of 5 (link to customer reviews).
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
aircall
NOVEMBER 28, 2022
Before using Klaus: CSAT was 95% – above 2022’s benchmark of 89%. IQS measured 86% – slightly below 2022’s benchmark of 89%. These metrics are very commendable, but Pipedrive wanted to raise the bar even higher. Before, they used the Pins for Coaching feature to flag each appeal and ensure that it was addressed.
NobelBiz
APRIL 18, 2023
As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.
Playvox
APRIL 4, 2023
In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers. A 2022 report by Mental Health America showed that in some organizations, as few as 3% of employees felt the business worked to train managers to be supportive of mental health concerns.
JustCall
APRIL 20, 2022
Employing customer service best practices should be the biggest priority for businesses in 2022. So, it’s essential that contact centers realign their approaches to focus more on qualitative metrics like customer delight, happiness, loyalty, and satisfaction and mine this information from calls and interactions rather than post calls surveys.
Balto
OCTOBER 31, 2022
“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. These responses are your benchmark. But knowledge retention isn’t the only metric worth looking at.
Expert insights. Personalized for you.
79 
Let's personalize your content