ConvergeOne Sets the Industry Standard With a Net Promoter Score of 80


NPS is a global standard that determines customer satisfaction and loyalty by asking one simple question: ON A SCALE FROM 0-10, HOW LIKELY ARE YOU TO RECOMMEND CONVERGEONE TO A FRIEND OR COLLEAGUE? ConvergeOne Achieves an NPS That’s Nearly Double the Industry Benchmark.

3 Reasons Your Call Center is Missing Benchmarks


Call center managers must be aware of industry trends, customer needs, and the latest call center technology. That’s where benchmarking comes in. Benchmarking helps call centers compare their operations and processes to other call centers. 4 important benchmark KPIs.


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3 Agent Scorecard Practices That Can Make A Big Difference In Your Speech Analytics Program


In the absence of agent scorecard best practices, there exists no formal system to capture performance issues, benchmark them against industry standards

Know How You Measure Up and See all the Difference: How your Team can Beat the Industry Standards of these Three Popular Call Center Metrics


But, we can’t know how we compare without some kind of standard — a grade scale, a rubric, a metric. Setting a Standard. Getting benchmark data for your own contact center, then working to improve against those metrics, is crucial to better serving customers. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. Industry Standards: How do you Stack Up Against Your Peers?

NPS Benchmarks for 2018: How Do You Compare?


” NPS Benchmarks. More recently, organizations have set a new standard of empowerment by using customer insights to grow revenue and retain more customers. Best NPS Benchmarks Are a Result of NPS Best Practices. As an NPS software company, we wanted to dive into NPS benchmark research for a few reasons. So it made sense to show how brands across industries, use cases, and job roles view NPS. NPS Benchmark Study. “What is a Good NPS Score?”

How Call Center KPI Benchmarks Reflect Your Brand


This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation. Wait time should be one of your most important call center KPI benchmarks.

5 Popular Call Center Benchmarks – How Do You Stack Up?


There’s a quote that many managers — across industries — live by. There’s no question that benchmarking and measurement are important if you want to improve anything in your contact center, but you still have to be careful about how you approach it. Some call center benchmarks are a waste of time and resources, at best. But with proper benchmarking, you can determine just how well your operations (and your team) stacks up against your competition.

Are You Keeping Up with Your Customers?


Their goal, you heard, is to have the best customer service in the industry. Let them go head-to-head with customer service and experience expectations based on the existing industry standards. Let the best of the best, regardless of industry standards, set your bar. Customers know what good service is and their expectations today are formed by whoever gives them their best service experience, whether in or out of your industry.

CSAT, NPS, and CES: Customer Satisfaction Score Industry Benchmarks


You might be wondering what makes a good customer satisfaction score in your industry. That is when the underlying concept of benchmarking has made lives easier. Table of Contents: CSAT Benchmarks NPS Benchmarks CES Benchmarks. CSAT Benchmarks.

QA Tools That Can Help You Provide Premium Customer Interactions


Using effective QA tools helps align your current performance levels with industry standards. Meeting and exceeding these benchmarks far precedes company expansion. Regardless of how much your company prides itself on its customer service, you should remain committed to continual improvement. To do so, organizations need to actively monitor their quality assurance (QA), or rates of customer satisfaction.

How many chat sessions can agents handle?

Customer Relationship Metrics

The industry standard for concurrent Chat sessions. The next question that is most often asked after how many concurrent chat sessions can agents handle is, “What is the industry standard for concurrent Chat sessions per agent?”. While everyone wants to know what the industry standard is for concurrent Chat sessions, there isn’t one. Don’t try to use an industry Chat benchmark or guess at the right answer.

Artificial Intelligence Firm ASAPP Releases New AI Transcription Service for Call Centres

CSM Magazine

AutoTranscribe is designed to operate in a complex, noisy environment at millisecond speeds with the highest real-time transcription accuracy in the industry. ASAPP the AI Cloud company has made a number of announcements recently for its AI services.

What is a Good NPS Score?


It’s important to have NPS benchmarks in mind so you can start making effective changes based on your score. Benchmarks allow you to figure out when your score is good, when and where there’s room for improvement, and how you might compare to other competitors in your industry.

Our Favorite Customer Support Reads and Listens of 2021


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.

Call Center Metrics & KPIs to Measure Agent Performance


The tolerable time in the queue varies depending on the industry and call type. Benchmark Your Metrics. Measuring your call center metrics without familiarizing yourself with the industry standards can make it harder for you to determine if you’re going in the right direction.

How to Get Executive Buy-In for Customer Success Software


At the same time, CSMs can set up alerts and benchmarks that can identify accounts that may be at risk of churning. Increase NPS scores: NPS and other industry standards can impact a brand’s reputation and image to customers, prospects, and partners.

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Why should your business monitor and test your calls?


While MOS is, essentially, an assumption based on network characteristics, a recording of a test call allows you to generate an International Telecommunication Union (ITU) industry standard PESQ (perceptual evaluation of speech quality) score, which is an objective score of audio quality.

Conjura Raises €15 Million Series A Round to Pioneer the Future of E-commerce with AI-Driven Analytics

CSM Magazine

” Conjura’s platform combines benchmarking, company reporting and data science to propel e-commerce companies forward. The Conjura platform helps businesses integrate, benchmark and action their data to unlock growth opportunities.

5 mistakes companies make with customer support metrics


Tethr benchmarks your company’s performance on these metrics with industry standards based on millions of calls. You’ll also see which of your agents meet their QA standards – based on a comprehensive scoring of all their calls, not just a few picked at random.

5 key benefits when testing your numbers with Spearline


Benchmark performance against competitors. Our platform generates an International Telecommunication Union (ITU) industry-standard PESQ (perceptual evaluation of speech quality) score, which is an objective score of audio quality rather than the subjective MOS scoring.

COPC Inc. Announces Approved Technology Provider Program – Unique opportunity for companies to showcase CX capabilities


a global consulting, certification, research and training firm that has set the standard for customer experience (CX) operations for 25 years, is pleased to announce the launch of a new CX leadership program designed to bring recognition to organizations that have proven their technology supports compliance to the highest industry standard. provides consulting, training, certification, benchmarking and research for operations that support the customer experience.

The advantages of number testing with Spearline


Measure carrier performance and benchmark performance against competitors. We allow you to make educated and responsible decisions on how your calls are routed, combined with country-by-country benchmarking data from our millions of global test calls.

All You Need to Know About CSAT To Drive A Better Customer Experience


It’s a straightforward concept that gets the spotlight in all service-oriented industries – but what’s important is not just the theory, it’s the practice – and the outcome. CSAT industry benchmarks – What Should Your CSAT Score Be?

Are You Keeping up with Your Customers?

CSM Magazine

Their goal, you heard, is to have the best customer service in the industry. Let them go head-to-head with customer service and experience expectations based on the existing industry standards. Let the best of the best, regardless of industry standards, set your bar. Customers know what good service is and their expectations today are formed by whoever gives them their best service experience, whether in or out of your industry.

Contact center KPIs: are you setting the bar high enough?


It’s also important to know if your contact center is meeting the industry standards – and where it falls short. Virtual panelists, Kate Leggett, Vice President of Principal Analyst Serving Application Development and Delivery Professionals at Forrester; and Scott Gluck, RVP of Sales Engineering at NewVoiceMedia, will clue you into the industry benchmarks that every call center is aiming to enhance.

Stay Proactive With Spearline.


Through our testing, we generate an International Telecommunication Union (ITU) industry-standard PESQ (perceptual evaluation of speech quality) score, which is an objective score of audio quality rather than more subjective opinion-based scoring.

15 Crucial Call Center Metrics and KPIs You Need to Know


The industry standard for service level is 80/30, where 80% of the calls are answered in 30 seconds or less. If you keep the 80/30 industry standard, this shouldn’t be much more either. Make sure you have that benchmarked for your organization.

Get Your Bank Ready to Measure CX in 2020


NPS is a simple and powerful metric and is fast becoming the industry standard for measuring brand loyalty. Confirm that you will also receive value-adds from your CX partner, such as benchmarks that will help you understand your NPS in the context of other banks in your space. Customer Experience is fast becoming a key differentiator in the banking industry.

Call Center 101 – The Golden Rules of SLAs [Whitepaper]


Anyone working in the service industry, be it in retail, health or finance, should get the low-down on Service Level Agreements (SLAs), and fast. In this crash course, we provide you with: SLAs in nutshell; How to set a winning service level for your own organization; Developing 20/20 vision with the industry standard of an “80/20 service level”; and. The most-used industry standard is “80/20” (whereby 80 percent of inbound calls are answered within 20 seconds).

Making Sense of Customer Experience Metrics


The measure is used by others in your industry. Adopting an industry standard means you can get agreement quickly, and it also makes it easy to benchmark your own bank against others. There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies.

What Are Call Tracking Metrics?


Call centers handle complaints, help you identify pain points, and standardize the customer experience and you need the right call tracking metrics to understand performance. With call metrics, you have a standard way to evaluate your call center’s performance.

Understanding PESQ


This internationally-recognized standard titled ‘PESQ’ is used for measuring audio quality that takes into account parameters like variable delays, noise on the line, and clipping of audio. Audio quality can degrade and be lost for all manner of reasons.

The Customer Success Maturity Model Part 1: “Build” Capabilities (The Foundation of CS)

Education Services Group

Well, we’ve already mentioned performance benchmarking – your ability to measure your CS abilities against other businesses like yours. As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations.

Why the world’s leading brands are prioritizing in-country number testing?


The test calls are recorded, and the audio quality is measured using the industry-standard Perceptual Evaluation of Speech Quality (ITU P.862 – PESQ) method. Spearline is the leading network intelligence company in the telecommunications industry.

It's time to test your global contact numbers with Spearline.


Our platform generates an International Telecommunication Union (ITU) industry-standard PESQ (perceptual evaluation of speech quality) score, which is an objective score of audio quality rather than the subjective MOS scoring.

Proactively supporting our customers during unprecedented times.


This year has seen many challenges and changes, for our communities, our industry, and our business. With an accumulated body of data for each country, for both toll and toll-free services, your service performance can be objectively benchmarked.

Do You Know Your Customer Churn Rate?


Was there anything unique happening in your business, the industry, or even globally that could be skewing your numbers? Next, figure out how to benchmark your numbers. Is there an industry standard? Share This Story Customer churn rate is a scary metric.

How to Increase Revenues with a Better Renewal Process

CSM Practice

A TSIA benchmark study on renewal rates showed that there is a 13.7 To do so, most organizations currently use industry standard CRM systems in combination with a marketing automation system. Per TSIA latest industry benchmark, dedicated renewal teams, automation, and communications boost contract renewal rates by up to 3 points for all surveyed members, and to 10 percentile points for software and hardware businesses.

Why First Call Resolution is the Most Important Call Center Metric


You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. Despite this widespread adoption, there is not one industry-standard way to collect data. Within the call center industry, both approaches are valid ways to calculate FCR. A global benchmarking study from MetricNet also affirmed the strong correlation between FCR and CSAT.

How to Improve Customer Experience: A Step by Step Guide


Although customer experience management is a complex process, that differs in every company and industry, it can be adjusted to the same plan. Leaders in variety of business industries use NPS , which makes NPS a great benchmarking tool. At the same time, it's also an industry standard metric, which means you could benchmark the results. Customer experience plays an important, if not the most important role in success of any business.