NICE inContact

OCTOBER 8, 2019

Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks. Using our analogy, benchmarks are used to determine whether your call center is on course.

Benchmark 54

Benchmark Call Center First call resolution industry standards 54

COPC

MAY 22, 2023

announces the addition of Scott Horace to the COPC Standards Committee. The COPC Standards Committee is a group of global leaders that oversees and maintains the COPC Customer Experience (CX) Standard , recognized as the industry standard for managing and improving CX operations since 1996. WINTERPARK, Fla.,

Benchmark 52

Benchmark outsourcing industry standards Best practices 52

COPC

MAY 19, 2023

Consultants have set up entire businesses profiting from this discourse. The best practice is to measure both the percentage of customers that are satisfied and the percentage that are very dissatisfied. — Alex Boland | Director of ANZ Operations at COPC Inc. However, this ongoing argument about the “right” metric is misguided.

Metrics 69

Metrics industry standards Customer effort Consulting 69

COPC

JULY 20, 2023

However, in our consulting work, we find that this vital metric’s management and targets have yet to evolve from the original definition. Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?”

Service level 69

Service level Abandon rate contact center workforce Contact Center 69

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 81

SaaS Best practices industry standards Consulting 81

Education Services Group

APRIL 16, 2021

If you’re scratching your head at this point wondering what on earth I’m talking about, the Customer Success Maturity Model is a proven, comprehensive framework used to define, organize, and benchmark the capabilities every CS organization needs to build a CS practice, operationalize its foundation, and transform its critical function to scale.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

Amity

JULY 13, 2016

Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs. ClientSuccess - Learn Customer Success best practices around customer experience and client engagement. Totango - Learn best practices to create a scalable Customer Success strategy. Subscribe here.

SaaS 48

SaaS Best practices industry standards Consulting 48