OctopusTech

AUGUST 14, 2023

We believe that you should design it to meet the latest industry standards, organizational goals, and the needs of customers. By knowing how your user is interacting with different web pages of your site, bounce rate, click-through rate, impressions, sales, and many more are the metrics that you should check and monitor every month.

Engineering 62

Engineering Sales Advertising Technology 62

Lumoa

FEBRUARY 16, 2023

Keeping up with industry standards or new trends. Insights from data analytics can help create new product designs or services. Data can also inform pricing strategies for a better return on investment. You need to remain competitive in the market and make a profit. But you also need to maintain relationships with your customers.

Feedback 94

Feedback Best practices Analytics Surveys 94

aircall

MARCH 1, 2021

Despite the many technological advancements in customer service—like the development of chatbots and self-servicing tools—86% of consumers would still rather interact with a real person over a robot. Although what defines “good” customer service may vary from business to business, there are industry standards that you can use as a benchmark.

Customer Experience 62

Customer Experience Customer Service Call Center First call resolution 62

aircall

JUNE 9, 2021

Whether it’s a chatbot plugin on your website or offering live chat through your online customer support portal, chat support gives your customers the convenience of talking to support reps anytime, anywhere —even in the middle of a purchase. e-books and blogs), mobile apps, FAQ sections, and automated tech support tools.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

ProProfs Blog

OCTOBER 13, 2020

We’ll help you learn everything about FCR in this blog post. As a contact center metric, it is a vital part of the customer relationship management process. And unfortunately, this metric doesn’t really capture emotional dissatisfaction even if you did resolve a problem. What is First Contact Resolution? A study suggests that.

Banking 148

Banking Interactive Voice Response Chatbots Metrics 148

Lumoa

FEBRUARY 9, 2023

Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Wondering which metric to choose?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Fonolo

FEBRUARY 11, 2021

The Executive Guide to Improving Call Center Metrics. Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR). The Complete Guide to Call Center Metrics. Let’s start with the basics. If not, this is a great place to start.

Call Center 141

Call Center Abandon rate Coaching First call resolution 141

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. These channels include self-service, chatbots, instant messaging, texting, support threads, and more. Zendesk Blog. Their average NPS was 80.4 and their average CSAT was 86.3, respectively.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Balto

JANUARY 22, 2024

We’ve seen generative AI being applied in different industries with great results, specifically in the contact center domain. This blog aims to uncover the numerous use cases of generative AI in the modern contact center. It’s also worth noting that language models have gone through many phases of development.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Hodusoft

AUGUST 9, 2023

In this blog post we have discussed the benefits of multi-tenant contact center software for both BPOs and their clients and how it enhances customer service operations. With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Tenfold - Contact Center Blog

OCTOBER 4, 2017

This call center metric is directly tied to customer satisfaction. However, the acceptable average time in queue varies by industry, caller type and the reasons callers are reaching out. There is no “industry standard” for average hold times. Also, keep the team informed with supervisor and agent dashboards.

Call Center 66

Call Center Interactive Voice Response Abandon rate Management 66