Benchmark Caller satisfaction Education SaaS 
Vonage
MAY 8, 2017
Are employees on-board and fully educated about the benefits of a scalable workplace? Establish a benchmark for the average number of cases your current team can handle and compare that to the growth of your customer base. Inbound calls are routed to the most appropriate agent, ensuring better agent and caller satisfaction.
Callminer
OCTOBER 11, 2018
FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative. Ben M Roberts @Roberts_Ben_M.
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