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The ROI of Contact Center Benchmarking

Transparent BPO

And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consulting firm, and the subject of this month’s expert interview series , is through the practice of benchmarking. Benchmarking and ROI.

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Our Favorite Customer Support Reads and Listens of 2021

Nicereply

Why You Should Treat Your Support Job Like Your Yoga Practice. Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have? This is where benchmarking is helpful. We’ve compiled benchmarks to help you compare your CSAT, NPS, and CES scores to industry standards and inspire your goal setting.

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CX Specialist Ben Motteram Divulges Upcoming Trends in Customer Support

ProProfs Blog

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers. That’s a lot of chatbots!

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What Is Consultative Selling & How Do Sales Professionals Master It?

aircall

Consultative selling, also known as needs-based selling, is a sales tactic in which the seller acts primarily as an advisor, focused on helping a prospect solve one or more critical business issues. Shadow Customer Support. Sales professionals can flatten their learning curves by shadowing the company’s support agents.

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Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help

NICE inContact

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.

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Top 7 Call Center Management E-Learning Courses

Fonolo

Call center management courses are great for both current and aspiring professionals looking to sharpen their skills in customer support, operational best practices, team leadership, and much more. Benchmark Portal: Contact Center Manager Certification. More on Benchmark Portal’s Contact Center Manager Certification ?.

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Proven Customer Support Tools for Startups With Plans to Scale

aircall

Agents won’t need to consult supervisors or colleagues when reviewing policies, or when uncertain about processes. By encouraging support reps to be self-sufficient, you’re eliminating call transfers and saving time. You have to ask questions to know if you’re hitting benchmarks or coming up short.