CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

24-7 InTouch

MARCH 6, 2024

In 2024, the fintech industry finds itself at the forefront of technological evolution, driven by the unprecedented surge in digital transactions. Prioritizing security, governance, and ethical AI principles allows you to better navigate the complexities of cybersecurity.

Government 52

Government Benchmark Banking Accountability 52

24-7 InTouch

MAY 14, 2024

This initiative, in alliance with SENA (National Apprenticeship Service), provides 15 months of English training and BPO industry experience to underprivileged students. With more than 100 member companies specializing in customer relationship management, it is the benchmark for the sector in the country.

Business Process Outsourcing 59

Business Process Outsourcing Customer Experience outsourcing Benchmark 59

CX Accelerator

APRIL 1, 2020

The Ugly News: The truth of the matter is your CEO wants a simple answer to a complex question, but the fact remains that the industry doesn’t know (or can’t agree at least) on how to answer the ROI question. Because of a desire for simple and buzz-worthy mast to pin our colors to we have "productized" our industry with a capitalized acronym.

Metrics 228

Metrics Morale Benchmark Government 228

Taylor Reach Group

AUGUST 6, 2021

The comprehensive project will involve not only assessing and benchmarking the organization’s multiple contact centers, but will develop the transformation strategy and associated roadmap to support the future mode of operation. A national medical testing laboratory services organization has contracted The Taylor Reach Group, Inc.

Benchmark 81

Benchmark Contact Center Consulting Consulting 81

COPC

OCTOBER 31, 2022

It is an exciting time in our industry! Reimagining how you think about governance models, vendor manager skillsets, role expectations, measurements, and levels of oversight will help you navigate the changing nature of outsourcing. Implement governance models and levels of oversight that make sense. Managing Vendor Performance.

Management 79

Management outsourcing Government Multichannel 79

CX Accelerator

APRIL 1, 2020

The Ugly News: The truth of the matter is your CEO wants a simple answer to a complex question, but the fact remains that the industry doesn’t know (or can’t agree at least) on how to answer the ROI question. Because of a desire for simple and buzz-worthy mast to pin our colors to we have "productized" our industry with a capitalized acronym.

Metrics 182

Metrics Morale Benchmark Government 182

AWS Machine Learning

APRIL 22, 2024

Organizations are facing ever-increasing requirements for sustainability goals alongside environmental, social, and governance (ESG) practices. Factors such as industry-specific regulations, company size, and regional policies can influence the ESG workflow steps. A Gartner, Inc.

Best practices 105

Best practices Benchmark Transportation Engineering 105

COPC

JULY 23, 2021

Though unlike most, the leader and industry veteran knew that he needed to focus on FBC Asia Pacific’s most important asset – its people. Workforce engagement is vital in industries that rely heavily on human capital. One might even say these industries need to make it their mission to achieve high customer satisfaction.

Employee engagement 98

Employee engagement Benchmark Surveys Government 98

COPC

SEPTEMBER 19, 2022

’s global benchmarks. The organization constructed correct governance models, KPI measurement approaches, review methods, improvement actions/methodologies and performance tracking approaches. and we commend their tireless efforts to become a significant leader in the industry. Becoming COPC Inc. of ????????????

Business Process Outsourcing 52

Business Process Outsourcing Benchmark outsourcing Construction 52

C Space

JANUARY 18, 2021

Customer benchmark: #1 in Logistics; #27 Overall. So much so that logistics – which has traditionally been a lower quartile category in our benchmark, leaped into the top quartile – up there with highly emotive categories like beauty and automotive. Customer benchmark: #4 in Media; #63 Overall. Q2 2020 revenue: $20.5

Benchmark 116

Benchmark Automotive Government Marketing 116

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The responses were also divided by industry and by demographics, and here were some other take-aways that should be of special concern to managers in the following sectors: Industry sectors with highest caller pain points: 47.2%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Totango

DECEMBER 1, 2021

The agile approach is borrowed from the software development industry, where it is used to optimize collaboration between development teams and clients. Follow a clear plan on governance and decision making. Agile CS goals should be quantified in terms of measurable objectives and benchmarks. Define how to measure success.

Government 97

Government Journey mapping Accountability Benchmark 97

AWS Machine Learning

NOVEMBER 16, 2023

With SageMaker MLOps tools, teams can easily train, test, troubleshoot, deploy, and govern ML models at scale to boost productivity of data scientists and ML engineers while maintaining model performance in production. Enable a data science team to manage a family of classic ML models for benchmarking statistics across multiple medical units.

Healthcare 83

Healthcare Government Engineering APIs 83

AWS Machine Learning

APRIL 25, 2024

Organizations across industries are using automatic text summarization to more efficiently handle vast amounts of information and make better decisions. Government agencies summarize lengthy policy documents and reports to help policymakers strategize and prioritize goals. ROUGE would not identify these issues.

Metrics 101

Metrics Benchmark Government Calibration 101

CSM Magazine

MARCH 9, 2022

Termed the Megabuyte Scorecard, the proprietary benchmarking methodology is widely recognised as the sector’s most independent measure of comparative peer performance and is an influential reference among corporate, advisory and financial communities. About PCI Pal.

Benchmark 52

Benchmark Government SaaS Technology 52

HGS

JUNE 28, 2018

These partnerships speak to the dramatic shifts in how health plans are sold and purchased today, but also to the maturity of the business process outsourcing (BPO) industry itself. But because of the evolution of the BPO industry, outsourcing is no longer synonymous with off-shoring, it’s more about where the knowledge resides.

outsourcing 130

outsourcing Healthcare Business Process Outsourcing Strategic Value 130

JustCall

NOVEMBER 24, 2022

However, some may find it harder to change due to the industrial landscape’s rules and regulations. These references include government websites, regulatory body websites, news portals, forums, etc. So, start by setting the benchmarks so that you can monitor any variations.

Government 52

Government Calibration Benchmark Marketing 52

Fonolo

DECEMBER 11, 2018

The tweets informing the report this year confirm that: a) customers are increasingly turning to social media to publicly out companies for poor customer service handling; and b) a benchmark of this poor service is placing a customer on hold. Other industries, such as travel, retail, and shipping, were also identified in this report.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

Vcaretec

MAY 24, 2022

We can help you improve your customer satisfaction numbers and the average consumer products benchmark. We work with customers in various industries, including retail, e-commerce, government, luxury, telecom, technology, insurance, and healthcare. Every type of outsourcing that your company need is within our scope of expertise.

Call Center 52

Call Center outsourcing Technical Support Benchmark 52

AWS Machine Learning

NOVEMBER 29, 2023

And we continue to work hand-in-hand with customers to operationalize responsible AI with purpose-built tools like Amazon SageMaker Clarify , ML Governance with Amazon SageMaker , and more. Furthermore, these tests are not useful for evaluating subjective criteria (e.g.,

Government 97

Government Metrics Benchmark Banking 97

COPC

MAY 19, 2023

It is more widely recognized by customers and applicable across various industries. Consider if you would genuinely “recommend” a government department to your friends and family. While any of these metrics can be suitable for most organizations, I prefer CSAT.

Metrics 69

Metrics industry standards Customer effort Consulting 69

COPC

JULY 23, 2021

Though unlike most, the leader and industry veteran knew that he needed to focus on FBC Asia Pacific’s most important asset – its people. Workforce engagement is vital in industries that rely heavily on human capital. One might even say these industries need to make it their mission to achieve high customer satisfaction.

Employee engagement 52

Employee engagement Benchmark Surveys Government 52

ClearAction

JUNE 29, 2023

This is in contrast to Experience Management maximizing brand allies via referrals and quick wins, and Touchpoint Management maximizing revenue (or productivity for employee experience or nonprofits or governments) by reversing and offsetting churn. Experience Leadership is straightforward sensibility. A drop since 2017 (5+ years!)

Journey mapping 62

Journey mapping Consulting Consulting Finance 62

Fonolo

SEPTEMBER 25, 2018

The UAE values customer service so highly that the rating system has been applied not only to luxury hotels, but also to budget accommodations, hostels, and even government entities. Understanding Industry Benchmarks. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction.

Customer Service 110

Customer Service Best practices Contact Center Call Center 110

C Space

FEBRUARY 2, 2021

In fact, our benchmark data shows that pessimism has a distorting effect on brand perception – with pessimistic customers much more likely to change their view of a brand (and their buying behaviour) if they think it doesn’t “do right”, than optimists. Overwhelmingly, they feel pessimistic (~70% US consumers). The same goes for brands.

Benchmark 52

Benchmark Government Education Metrics 52

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. LIVE CHAT BENCHMARKS. Phone support alone doesn’t cut it, and nor does email.

Wait times 77

Wait times Benchmark Sales Personalization 77

COPC

NOVEMBER 8, 2019

From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard. Some of the updates agreed upon will be reflected in Release 6.2,

Benchmark 40

Benchmark Government Contact Center Management 40

NICE inContact

JANUARY 31, 2019

Compliance – By definition, compliance ensures that organization are abiding by industry regulations and government legislation. If the Federal Government trusts it, so can you. . PCI Compliance –another security element, especially relevant if you accept credit card payments. And… more and more consumers are going digital.

Contact Center 74

Contact Center Government Average Handle Time Benchmark 74

Noble Systems

JUNE 2, 2020

Comply with Government & Industry Regulations – Meet complex regulatory compliance requirements, a critical operational component to reduce risk and avoid costly fines, while maintaining productivity levels. What factors are quantifiable? What is actionable? With a sophisticated solution, you have access to lots of data.

Call Center 80

Call Center Management Contact Center First call resolution 80

Horizon CX

OCTOBER 3, 2020

Governance. This can take many forms, but the most common one is the establishment of a governing body to lead the discussion as to how the organization must act and behave differently to be perceived by their customers as one that is completely focused on them. This is the outside-in approach to business versus inside-out.

Surveys 52

Surveys Government Benchmark Analytics 52

Taylor Reach Group

NOVEMBER 22, 2017

Organizations and Contact Centers can say they have won different awards or engaged in specific optimization initiatives, but really, consumers, the boards, and governments want to understand how customer service is being delivered. Governing and managing bodies and organizations want concrete measurables.

Contact Center 71

Contact Center Consulting Consulting Best practices 71

Vcaretec

JUNE 6, 2022

It’s that time of year again - time to map out your budget for industry conferences and events. There are big trends shaking up the customer service industry this year, and you’ll see many service providers trying to address new challenges. Generally speaking, there are two main aspects to each event.

Customer Care 52

Customer Care Wireless Education Contact Center 52

ClearAction

NOVEMBER 13, 2014

The rise of the MO function was first observed by analyst firm IDC in its annual Tech Marketing Benchmarks study early in 2005, with industry guidance in the form of a detailed analysis and framework for the staffing requirements and responsibilities for this role’s contribution to the marketing organization.

Marketing 62

Marketing Finance Benchmark Government 62

Lumoa

JANUARY 9, 2018

There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. Once the customer had a positive CX, it will set a new benchmark. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Eptica

NOVEMBER 16, 2017

It remains popular and challenging to attendees because as an industry we have spend very little strategic time figuring out what happens when we move past the default voice channel. By the way, the next ‘must have’ is going to be messaging given the industry evangelism now being devoted to it.

Benchmark 55

Benchmark Multichannel Best practices Government 55

AWS Machine Learning

NOVEMBER 17, 2022

You can use AlexaTM 20B for a wide range of industry use-cases, from summarizing financial reports to question answering for customer service chatbots. AlexaTM 20B has shown competitive performance on common natural language processing (NLP) benchmarks and tasks, such as machine translation, data generation and summarization.

Scripts 92

Scripts APIs Government Engineering 92