CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 The team also conducts in-depth churn/renewal analysis to identify patterns and present possible solutions to mitigate churn. To do so, most organizations currently use industry standard CRM systems in combination with a marketing automation system.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

Global Response

MARCH 20, 2023

Faster handle times mean: more customers can get helped more quickly increased volume in calls presents less of a strain on internal resources customer satisfaction typically increases customers feel that their time is valued However, reducing handle time is often easier said than done.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

Fonolo

AUGUST 25, 2020

They’ve become an industry standard, which helps because customers know how to answer them quickly. They’re great for finding your own benchmarks and can be used to segment your data very easily. These are the questions that you most commonly think of in a customer satisfaction survey.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

Horizon CX

DECEMBER 27, 2019

In my present research and consulting role, the question naturally arose as to how far NPS has come over those 26 years and to what extent does NPS remain the key customer loyalty and performance metric specifically among B2B organizations or whether it has been supplanted by another and perhaps more favorable CX metric.

B2B 52

B2B Surveys B2C Metrics 52

Spearline

JUNE 18, 2019

The test calls are recorded, and the audio quality is measured using the industry-standard Perceptual Evaluation of Speech Quality (ITU P.862 Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features.

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

Spearline

JUNE 18, 2019

The test calls are recorded, and the audio quality is measured using the industry-standard Perceptual Evaluation of Speech Quality (ITU P.862 Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features.

Telecommunications 40

Telecommunications Interactive Voice Response Call Logging Call flow 40

NobelBiz

NOVEMBER 26, 2021

Your agents’ average time in comparison to industry standards. Most of the time, this option allows you to provide feedback to your consultants following the phone conversations and, if required, present them with the keys to better. The number of dropped calls, due to a shortage of agents available.

Best practices 52

Best practices Management Contact Center Cloud contact 52

ChurnZero

OCTOBER 22, 2020

“Building a complete Customer Success platform presents complex challenges,” says ChurnZero CEO You Mon Tsang. At minimum, you should monitor products to make sure you meet evolving industry standards.) There’s also the competitive aspect to weigh.

CRM 59

CRM Customer retention Technology Best practices 59

Fonolo

JULY 5, 2023

They’ve become an industry standard, which helps because customers know how to answer them quickly. They’re great for finding your own benchmarks and can be used to segment your data very easily. Sliding Scale Questions These are the questions that you most commonly think of in a customer satisfaction survey.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Callminer

AUGUST 1, 2017

Presented in a step-by-step, interactive format, agent scripts built with Zingtree guide contact center reps through every step of a call, so they always know exactly what to say (and when to say it). This is even more critical for BPOs. Interactive agent scripts from Zingtree solve this problem. Scott Nazareth.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Tethr

OCTOBER 2, 2020

For example, these are things like asking probing questions and making the customer repeat information , allowing them to air out their frustrations or taking more time to handle the pain points the customer is presenting). Customer effort score: industry benchmarks and best practices. What could have made it so?”.

Customer effort 108

Customer effort Customer Care Coaching Surveys 108

AWS Machine Learning

NOVEMBER 30, 2023

Customers have to leave their development environment to use academic tools and benchmarking sites, which require highly-specialized knowledge. FM evaluations provides actionable insights from industry-standard science, that could be extended to support customer-specific use cases.

Construction 87

Construction Metrics industry standards APIs 87