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The Paradigm Shift of Remote Support and the Future of Field Service Delivery

TechSee

NOVEMBER 3, 2020

This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. Field service delivery is undergoing a transformation. MORE

Customer effort industry standards Surveys Employee engagement 109
>

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

SharpenCX

MARCH 24, 2020

But, we can’t know how we compare without some kind of standard — a grade scale, a rubric, a metric. Setting a Standard. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. So, how do you, as a contact center team, measure up to the rest of your industry? Industry Standards: How do you Stack Up Against Your Peers? Industry Insights MORE

industry standards Benchmark Wait times Coaching 52
>

Talkdesk Infrastructure Security

Talkdesk

APRIL 15, 2019

with an industry standard ECDHE-RSA-AES128-SHA256 cipher. Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This post is the second in a four-part series outlining Talkdesk’s security policies. MORE

Wireless Engineering industry standards Cloud contact 78
>

Industry Standards for Remote Interpreter Qualification and Vetting

Voiance

JULY 2, 2019

So it makes sense to hold your phone and video interpretation provider—and their interpreters—to those same high standards. Working in the business world or for a government agency generally requires education, certification, and vetting to ensure trustworthiness. The reason is obvious: providing services often involves handling people's personal and financial information. MORE

industry standards Government Education Personalization 55
>

PowerDMS Boosts Performance with Talkdesk and Salesforce

Talkdesk

JUNE 12, 2019

They provide the practical tools necessary to organize and manage crucial documents and industry standards. I remember a time when my dad’s office had multiple filing cabinets filled with various documents. Even though some documents were more important than others, their consistent organization was key in being able to find something when needed. In this digital age, filing cabinets have easily become folders on a computer. MORE

industry standards Metrics contact center solutions Wait times 52
>

Operational Transparency: An Essential Standard for Remote Interpretation

Voiance

AUGUST 6, 2019

In our new whitepaper, The Remote Interpretation Industry: Standards and Best Practices, Voiance explores quality metrics for language services providers, including operational transparency: Remote Interpretation Transparency AccountabilityIn our previous three posts, we’ve discussed quality metrics for providers of phone and video remote interpretation services: fair pricing , interpreter qualification and vetting , and data security. MORE

industry standards Metrics Best practices Accountability 48
>

Join Fonolo at SOCAP’s Re-Imagine Customer Care Conference

Fonolo

OCTOBER 9, 2018

Produced by SOCAP International, a collaborative community of leading customer care experts from diverse industries, the Re-Imagine Customer Care Conference will bring together renowned brands and solution providers to engage in meaningful conversations on the role of customer care and how it can adapt to meet the growing needs of future consumers. Meeting the Industry Standard of Service Level. Summer may be over, but the sun is rising on a busy 2018 fall trade show season. MORE

Customer Care Gamification industry standards Service level 65
>

Customer Information Security in a Call Center

Ansafone

MARCH 23, 2021

Many companies have industry standards when it comes to the information they hold onto about their customers and if the call center does not maintain these standards, it will cause a lot of problems for you … Customer Information Security in a Call Center Read More ». MORE

Call Center industry standards Business Process Outsourcing outsourcing 68
>

Remote Interpretation Industry Standards: Transparent Pricing and Offerings

Voiance

JUNE 18, 2019

Businesses and government agencies in the market for remote interpretation services can and should take per-minute price into consideration. Budgets are often tight, and savings on one line item can help offset others. The trouble starts when the procurement team decides to shop on price alone. Anticipated savings from a low, per-minute cost may never materialize if the total cost of ownership for the service is higher than expected. MORE

industry standards Government Marketing 60
>

25 Call Center Technology Trends to Watch in 2021

Callminer

FEBRUARY 23, 2021

It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards. Self-service options will be used across industries to curb call volume. MORE

Call Center Technology Best practices Banking 241
>

Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Convenience Won’t.

ShepHyken

OCTOBER 5, 2018

Their intuitive shopping interface, wide selection, one-click ordering, and fast shipping have become the industry standard. This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken. Amazon’s success over the last two decades has permanently reshaped retail. MORE

Personalization industry standards Engineering Consulting 174
>

How to Take a Contact Center From Good to Great

The Northridge Group

AUGUST 19, 2020

Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. When an organization becomes complacent and believes they are at the top of their industry, they may be tempted to lapse in their coaching efforts. MORE

Contact Center Coaching Call Center Metrics 84
>

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

Fonolo

SEPTEMBER 26, 2018

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). MORE

Call Center Abandon rate industry standards Service level 60
>

Feature Spotlight: Real Life Benefits of a Web-Based Softphone

PanTerra

FEBRUARY 21, 2017

For those of you that are not familiar with the Cloud PBX space, I will go over the industry standard. Most people understand this antiquated procedure and accept it as the industry norm. Recently, I was pleasantly reminded why I am happy for a softphone that could be used inside of a web browser. In many cases, Cloud PBX or Hosted PBX solutions on the market offer a softphone for free. MORE

industry standards Marketing voip 44
>

Industry Standards and Beyond: Essentials of Translator Vetting

Voiance

APRIL 9, 2019

We've previously covered the qualifications that most reputable translation providers hold. Now that we know what to look for when it comes to the provider, how can we be sure that the translators themselves are qualified? multilingual support Translation Methods and Tools Translator qualifications Translator vetting MORE

industry standards 60
>

"Follow the Leader", Featuring Al Hopper

Call Center Weekly

MARCH 28, 2018

What are your thoughts on industry standards, with regards to contact center metrics? Those metrics work because it's a standard measurement between teams and even eras. Industry standards are the same; they allow business leaders to learn how well they are doing when compared to others. However, it is important to understand that not all industries are the same and require different weights on different metrics. MORE

Banking industry standards Customer Service Sales 131
>

5 things we love about Talkdesk

Talkdesk

MARCH 12, 2021

With AppConnect, customers can easily integrate industry-leading solutions from anywhere in the world. In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice. MORE

Abandon rate Call flow Upselling industry standards 70
>

What Can the Mandalorian Teach You About Your Customer Service?

Steve DiGioia

FEBRUARY 15, 2021

Don’t use slang or industry jargon. Do you offer regular training and updates on the latest industry standards and technologies? The Mandalorian. The blockbuster hit on the Disney Channel. MORE

Customer Service industry standards Personalization Technology 256
>

Data Security and Quality Standards for Remote Interpretation Providers

Voiance

JULY 16, 2019

In our new whitepaper, The Remote Interpretation Industry: Standards and Best Practices, Voiance explores quality metrics for language services providers, including data security: privacy security Translation Provider Quality ControlProviding quality business and government services often requires interacting with the private information of customers and constituents. MORE

Government industry standards Best practices Metrics 61
>

ChurnZero Earns a 2021 Top Rated Award From TrustRadius

ChurnZero

MARCH 31, 2021

Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Industry News/TrendsChurnZero has been recognized as a leader among Customer Success Software. MORE

B2B Feedback industry standards SaaS 65
>

Don’t Reduce People to Numbers… or Should You?

Contact Center Pipeline

JUNE 24, 2020

Assessment tools have been an industry standard in human resources management for a while. At times, this may feel cold and very corporate, as one of the beauties of Homo sapiens is that we’re all very unique and also different. MORE

industry standards Management Personalization Contact Center 163
>

Industry Standards and Beyond: Translation Methods and Tools

Voiance

MAY 7, 2019

In previous translation-industry-themed blog posts ( one and two ), we covered the standard qualifications for providers and translator vetting in the industry. This time we want to dive into the methods and tools of professional translation and localization providers, so that you know your provider is translating your projects efficiently, consistently, and cost-effectively. MORE

industry standards 60
>

Omnichannel vs Multichannel – What’s the Difference?

NobelBiz

MARCH 26, 2020

The omnichannel approach is an industry-standard right now, but how does it compare to multichannel? What are the differences between the two? Is one better than the other? It's the ultimate showdown: omnichannel vs multichannel, settling their differences right here, right now! MORE

Multichannel industry standards 68
>

Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

MARCH 23, 2020

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years. MORE

industry standards Service level Metrics Call Center 198
>

30+ Must See Live Chat Statistics: Trends and Insights for 2020

REVE Chat Blog

MARCH 11, 2020

The top industries profiting from chatbots are real estate, travel, education, healthcare, and finance ( Chatbots Life ). Live Chat live chat conversion statistics live chat industry standards live chat statistics live chat statistics 2019 MORE

Chatbots industry standards Real estate Finance 60
>

8 Vital Lessons from an Award-winning Supervisor

CX Global Media

MAY 24, 2018

And with it known that 80% of people leave their jobs due to the relationship they have with their immediate supervisor, AND you’re in an industry with widespread issues with low-morale and high-turnover, the stakes are very high and the unfortunate industry standard has been that the immense burden is on individual supervisors to find their own way to success – quickly.”. Adriana Thompson – Contact Center Supervisor of the Year 2018. MORE

industry standards Morale Coaching Contact Center 211
>

Net Promoter® White Paper: Next-Generation Net Promoter®

CustomerGauge

APRIL 5, 2017

See how this new model evolved over time to become the current industry-standard for Net Promoter Score and the NPS® […]. Introducing Next-Generation Net Promoter® It’s time to shake up the status quo and forge a new path in the Net Promoter Score® narrative. Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper. MORE

industry standards 60
>

Understanding the Cloud Adoption Approach

ConvergeOne

FEBRUARY 9, 2021

It is built from migrations from all cloud service providers in many different geographies and from many industry verticals and complexities. The CAF is drawn from multiple industry standard frameworks and provides a way to standardize stakeholders objectives, views, and concerns. MORE

industry standards Technology Enterprise Management 71
>

How to determine your wildly important goal for your inbound call center

Quality Contact Solutions

MARCH 22, 2021

Back in the early ’90s, as a college student, I found myself working in an inbound call center , which at the time was an industry that many didn’t fully understand or appreciate. Industry standards for FCR typically fall between 70-75%, depending on your specific application. MORE

Call Center First call resolution Abandon rate Metrics 68
>

9 Effective Call Center Strategies to Implement in This Year

Fonolo

FEBRUARY 11, 2021

Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR). The industry is ever-changing, so make sure your team can keep up! MORE

Call Center Abandon rate Coaching Metrics 92
>

4 Ways Contact Centers Make Successful Direct Response Campaigns

Outsource Consultants

SEPTEMBER 5, 2018

They also offer PCI compliance and other forms of certification to ensure they’re up to your industry standards. Outsource Consultants are call center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading outsource call center vendors. Direct response marketing has been very popular for many years. MORE

Contact Center outsourcing Inbound sales Outbound sales 114
>

Secrets to Incredible Customer Service with Paul R. Jones

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. What are you looking for when hiring for agents in the hospitality industry? How do metrics and standards play a role in customer service? Paul: Metrics and standards lay a solid foundation for measuring the success of your employees, but you have to be aware of how those standards impact the customer experience. MORE

industry standards Customer Service Average Handle Time Metrics 88
>

Industry Standards and Beyond: Qualifications Translation Providers Should Hold

Voiance

FEBRUARY 26, 2019

Choosing a translation company can be hard – especially if you are unfamiliar with the ins and outs of the industry. For example, what do certain features and qualifications mean, and which offering is actually better when you compare? Why is one company giving a detailed list, while another company is being more vague with what its services include MORE

industry standards 48
>

What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

Callminer

FEBRUARY 14, 2017

Tips, Industry Standards & More appeared first on CallMiner. What is after-call work (ACW)? Learn how post-call processing works, the challenges of ACW for call centers, and the best practices that can boost productivity and produce ROI.” ” Blog Post Here. The post What is After-Call Work (ACW) or Post-Call Processing? Call Center Best Practices Customer Service & Support after call work MORE

industry standards Best practices Call Center Customer Service 140
>

Totango Leads the Industry in Customer Success According to Trust Radius

Totango

APRIL 2, 2021

Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Did you know that about 95% of customers read reviews before making a purchase? MORE

Upselling B2B industry standards Enterprise 68
>

4 Measurements of CX Success in the Outsourced Contact Center

Callminer

JULY 22, 2018

While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise. When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%. MORE

outsourcing Contact Center Business Process Outsourcing Scripts 171
>

Medical Call Centers Can’t Afford to Ignore These 5 Metrics

Fonolo

MARCH 11, 2021

Hiring additional staff is the most traditional way to improve this metric but call centers around the world are quickly adopting call-back technology , making it an industry standard. The average abandon rate for the medical and healthcare industries is 13% – TalkDesk. MORE

Metrics Call Center Abandon rate industry standards 99
>

ChurnZero Earns a 2020 Top Rated Award From TrustRadius

ChurnZero

APRIL 22, 2020

” Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. ChurnZero has been recognized as a leader among Customer Success software providers. MORE

B2B Feedback industry standards Technology 67
>

Are You Keeping Up with Your Customers?

ShepHyken

APRIL 4, 2018

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. MORE

Benchmark industry standards Advertising Sales 201
>

Find Balance in SMS Self Service and Proactive Engagement

Russel Lolacher

MARCH 29, 2021

It should be noted, before using SMS messaging, make sure to follow the applicable laws, industry standards and carrier compliance requirements for your region. . The thing about expectations is they never go down. SMS self service is no different. MORE

Self service Banking Scripts industry standards 52
>
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Remove industry standards Related Topics
Service level Benchmark First call resolution Abandon Call Abandon rate Metrics Call flow Customer effort Wait times call center software More Related Topics >

Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

MARCH 23, 2020

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years.

industry standards 198
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industry standards Service level Metrics Call Center 198

What is After-Call Work (ACW) or Post-Call Processing? Tips, Industry Standards & More

Callminer

FEBRUARY 14, 2017

Tips, Industry Standards & More appeared first on CallMiner. What is after-call work (ACW)? Learn how post-call processing works, the challenges of ACW for call centers, and the best practices that can boost productivity and produce ROI.” ” Blog Post Here. The post What is After-Call Work (ACW) or Post-Call Processing? Call Center Best Practices Customer Service & Support after call work

industry standards 140
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industry standards Best practices Call Center Customer Service 140
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Remote Interpretation Industry Standards: Transparent Pricing and Offerings

Voiance

JUNE 18, 2019

Businesses and government agencies in the market for remote interpretation services can and should take per-minute price into consideration. Budgets are often tight, and savings on one line item can help offset others. The trouble starts when the procurement team decides to shop on price alone. Anticipated savings from a low, per-minute cost may never materialize if the total cost of ownership for the service is higher than expected.

industry standards 60
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industry standards Government Marketing 60

Industry Standards and Beyond: Translation Methods and Tools

Voiance

MAY 7, 2019

In previous translation-industry-themed blog posts ( one and two ), we covered the standard qualifications for providers and translator vetting in the industry. This time we want to dive into the methods and tools of professional translation and localization providers, so that you know your provider is translating your projects efficiently, consistently, and cost-effectively.

industry standards 60
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industry standards 60

The Top 3 Ways to Forecast for Your Contact Center

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based on industry standards break down quickly when. standard in any way—and most contact centers deviate in. be the industry standard, yet. standard seasonality), with. calabrio.com 1 Forecast accuracy is one of the most important.

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Industry Standards and Beyond: Essentials of Translator Vetting

Voiance

APRIL 9, 2019

We've previously covered the qualifications that most reputable translation providers hold. Now that we know what to look for when it comes to the provider, how can we be sure that the translators themselves are qualified? multilingual support Translation Methods and Tools Translator qualifications Translator vetting

industry standards 60
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industry standards 60

Industry Standards for Remote Interpreter Qualification and Vetting

Voiance

JULY 2, 2019

So it makes sense to hold your phone and video interpretation provider—and their interpreters—to those same high standards. Working in the business world or for a government agency generally requires education, certification, and vetting to ensure trustworthiness. The reason is obvious: providing services often involves handling people's personal and financial information.

industry standards 55
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industry standards Government Education Personalization 55

Industry Standards and Beyond: Qualifications Translation Providers Should Hold

Voiance

FEBRUARY 26, 2019

Choosing a translation company can be hard – especially if you are unfamiliar with the ins and outs of the industry. For example, what do certain features and qualifications mean, and which offering is actually better when you compare? Why is one company giving a detailed list, while another company is being more vague with what its services include

industry standards 48
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industry standards 48

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

SharpenCX

MARCH 24, 2020

But, we can’t know how we compare without some kind of standard — a grade scale, a rubric, a metric. Setting a Standard. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. So, how do you, as a contact center team, measure up to the rest of your industry? Industry Standards: How do you Stack Up Against Your Peers? Industry Insights

industry standards 52
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industry standards Benchmark Wait times Coaching 52

30+ Must See Live Chat Statistics: Trends and Insights for 2020

REVE Chat Blog

MARCH 11, 2020

The top industries profiting from chatbots are real estate, travel, education, healthcare, and finance ( Chatbots Life ). Live Chat live chat conversion statistics live chat industry standards live chat statistics live chat statistics 2019

Chatbots 60
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Chatbots industry standards Real estate Finance 60

Don’t Reduce People to Numbers… or Should You?

Contact Center Pipeline

JUNE 24, 2020

Assessment tools have been an industry standard in human resources management for a while. At times, this may feel cold and very corporate, as one of the beauties of Homo sapiens is that we’re all very unique and also different.

industry standards 163
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industry standards Management Personalization Contact Center 163

Customer Information Security in a Call Center

Ansafone

MARCH 23, 2021

Many companies have industry standards when it comes to the information they hold onto about their customers and if the call center does not maintain these standards, it will cause a lot of problems for you … Customer Information Security in a Call Center Read More ».

Call Center 68
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Call Center industry standards Business Process Outsourcing outsourcing 68

InformaTech

InformaTech

Industry Standards for Remote Interpreter Qualification and Vetting

Voiance

JULY 2, 2019

So it makes sense to hold your phone and video interpretation provider—and their interpreters—to those same high standards. Working in the business world or for a government agency generally requires education, certification, and vetting to ensure trustworthiness. The reason is obvious: providing services often involves handling people's personal and financial information.

industry standards 55
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industry standards Government Education Personalization 55

Omnichannel vs Multichannel – What’s the Difference?

NobelBiz

MARCH 26, 2020

The omnichannel approach is an industry-standard right now, but how does it compare to multichannel? What are the differences between the two? Is one better than the other? It's the ultimate showdown: omnichannel vs multichannel, settling their differences right here, right now!

Multichannel 68
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Multichannel industry standards 68

Data Security and Quality Standards for Remote Interpretation Providers

Voiance

JULY 16, 2019

In our new whitepaper, The Remote Interpretation Industry: Standards and Best Practices, Voiance explores quality metrics for language services providers, including data security: privacy security Translation Provider Quality ControlProviding quality business and government services often requires interacting with the private information of customers and constituents.

Government 61
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Government industry standards Best practices Metrics 61

"Follow the Leader", Featuring Al Hopper

Call Center Weekly

MARCH 28, 2018

What are your thoughts on industry standards, with regards to contact center metrics? Those metrics work because it's a standard measurement between teams and even eras. Industry standards are the same; they allow business leaders to learn how well they are doing when compared to others. However, it is important to understand that not all industries are the same and require different weights on different metrics.

Banking 131
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Banking industry standards Customer Service Sales 131

Operational Transparency: An Essential Standard for Remote Interpretation

Voiance

AUGUST 6, 2019

In our new whitepaper, The Remote Interpretation Industry: Standards and Best Practices, Voiance explores quality metrics for language services providers, including operational transparency: Remote Interpretation Transparency AccountabilityIn our previous three posts, we’ve discussed quality metrics for providers of phone and video remote interpretation services: fair pricing , interpreter qualification and vetting , and data security.

industry standards 48
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industry standards Metrics Best practices Accountability 48

Are You Keeping Up with Your Customers?

ShepHyken

APRIL 4, 2018

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.

Benchmark 201
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Benchmark industry standards Advertising Sales 201

Net Promoter® White Paper: Next-Generation Net Promoter®

CustomerGauge

APRIL 5, 2017

See how this new model evolved over time to become the current industry-standard for Net Promoter Score and the NPS® […]. Introducing Next-Generation Net Promoter® It’s time to shake up the status quo and forge a new path in the Net Promoter Score® narrative. Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper.

industry standards 60
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industry standards 60

ChurnZero Earns a 2021 Top Rated Award From TrustRadius

ChurnZero

MARCH 31, 2021

Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Industry News/TrendsChurnZero has been recognized as a leader among Customer Success Software.

B2B 65
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B2B Feedback industry standards SaaS 65

Find Balance in SMS Self Service and Proactive Engagement

Russel Lolacher

MARCH 29, 2021

It should be noted, before using SMS messaging, make sure to follow the applicable laws, industry standards and carrier compliance requirements for your region. . The thing about expectations is they never go down. SMS self service is no different.

Self service 52
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Self service Banking Scripts industry standards 52

Totango Leads the Industry in Customer Success According to Trust Radius

Totango

APRIL 2, 2021

Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. Did you know that about 95% of customers read reviews before making a purchase?

Upselling 68
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Upselling B2B industry standards Enterprise 68

8 Vital Lessons from an Award-winning Supervisor

CX Global Media

MAY 24, 2018

And with it known that 80% of people leave their jobs due to the relationship they have with their immediate supervisor, AND you’re in an industry with widespread issues with low-morale and high-turnover, the stakes are very high and the unfortunate industry standard has been that the immense burden is on individual supervisors to find their own way to success – quickly.”. Adriana Thompson – Contact Center Supervisor of the Year 2018.

industry standards 211
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industry standards Morale Coaching Contact Center 211

4 Measurements of CX Success in the Outsourced Contact Center

Callminer

JULY 22, 2018

While many BPOs adopt an 80/20 service level (as somewhat of an industry standard), a Folono post on finding the right service level suggests that management should think otherwise. When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%.

outsourcing 171
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outsourcing Contact Center Business Process Outsourcing Scripts 171

25 Call Center Technology Trends to Watch in 2021

Callminer

FEBRUARY 23, 2021

It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards. Self-service options will be used across industries to curb call volume.

Call Center 241
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Call Center Technology Best practices Banking 241

What Can the Mandalorian Teach You About Your Customer Service?

Steve DiGioia

FEBRUARY 15, 2021

Don’t use slang or industry jargon. Do you offer regular training and updates on the latest industry standards and technologies? The Mandalorian. The blockbuster hit on the Disney Channel.

Customer Service 256
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Customer Service industry standards Personalization Technology 256

Understanding the Cloud Adoption Approach

ConvergeOne

FEBRUARY 9, 2021

It is built from migrations from all cloud service providers in many different geographies and from many industry verticals and complexities. The CAF is drawn from multiple industry standard frameworks and provides a way to standardize stakeholders objectives, views, and concerns.

industry standards 71
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industry standards Technology Enterprise Management 71

Medical Call Centers Can’t Afford to Ignore These 5 Metrics

Fonolo

MARCH 11, 2021

Hiring additional staff is the most traditional way to improve this metric but call centers around the world are quickly adopting call-back technology , making it an industry standard. The average abandon rate for the medical and healthcare industries is 13% – TalkDesk.

Metrics 99
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Metrics Call Center Abandon rate industry standards 99

ChurnZero Earns a 2020 Top Rated Award From TrustRadius

ChurnZero

APRIL 22, 2020

” Since 2016, the TrustRadius Top Rated Awards have become the industry standard for unbiased recognition of B2B technology products. ChurnZero has been recognized as a leader among Customer Success software providers.

B2B 67
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B2B Feedback industry standards Technology 67

Feature Spotlight: Real Life Benefits of a Web-Based Softphone

PanTerra

FEBRUARY 21, 2017

For those of you that are not familiar with the Cloud PBX space, I will go over the industry standard. Most people understand this antiquated procedure and accept it as the industry norm. Recently, I was pleasantly reminded why I am happy for a softphone that could be used inside of a web browser. In many cases, Cloud PBX or Hosted PBX solutions on the market offer a softphone for free.

industry standards 44
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industry standards Marketing voip 44

9 Effective Call Center Strategies to Implement in This Year

Fonolo

FEBRUARY 11, 2021

Most call centers track industry-standard metrics, such as Average Hold Time (AHT), Abandonment Rate, and First Call Resolution (FCR). The industry is ever-changing, so make sure your team can keep up!

Call Center 92
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Call Center Abandon rate Coaching Metrics 92

Secrets to Incredible Customer Service with Paul R. Jones

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. What are you looking for when hiring for agents in the hospitality industry? How do metrics and standards play a role in customer service? Paul: Metrics and standards lay a solid foundation for measuring the success of your employees, but you have to be aware of how those standards impact the customer experience.

industry standards 88
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industry standards Customer Service Average Handle Time Metrics 88

Join Fonolo at SOCAP’s Re-Imagine Customer Care Conference

Fonolo

OCTOBER 9, 2018

Produced by SOCAP International, a collaborative community of leading customer care experts from diverse industries, the Re-Imagine Customer Care Conference will bring together renowned brands and solution providers to engage in meaningful conversations on the role of customer care and how it can adapt to meet the growing needs of future consumers. Meeting the Industry Standard of Service Level. Summer may be over, but the sun is rising on a busy 2018 fall trade show season.

Customer Care 65
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Customer Care Gamification industry standards Service level 65

How to determine your wildly important goal for your inbound call center

Quality Contact Solutions

MARCH 22, 2021

Back in the early ’90s, as a college student, I found myself working in an inbound call center , which at the time was an industry that many didn’t fully understand or appreciate. Industry standards for FCR typically fall between 70-75%, depending on your specific application.

Call Center 68
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Call Center First call resolution Abandon rate Metrics 68

Talkdesk Infrastructure Security

Talkdesk

APRIL 15, 2019

with an industry standard ECDHE-RSA-AES128-SHA256 cipher. Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This post is the second in a four-part series outlining Talkdesk’s security policies.

Wireless 78
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Wireless Engineering industry standards Cloud contact 78

4 Ways Contact Centers Make Successful Direct Response Campaigns

Outsource Consultants

SEPTEMBER 5, 2018

They also offer PCI compliance and other forms of certification to ensure they’re up to your industry standards. Outsource Consultants are call center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading outsource call center vendors. Direct response marketing has been very popular for many years.

Contact Center 114
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Contact Center outsourcing Inbound sales Outbound sales 114

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

Fonolo

SEPTEMBER 26, 2018

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).

Call Center 60
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Call Center Abandon rate industry standards Service level 60

PowerDMS Boosts Performance with Talkdesk and Salesforce

Talkdesk

JUNE 12, 2019

They provide the practical tools necessary to organize and manage crucial documents and industry standards. I remember a time when my dad’s office had multiple filing cabinets filled with various documents. Even though some documents were more important than others, their consistent organization was key in being able to find something when needed. In this digital age, filing cabinets have easily become folders on a computer.

industry standards 52
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industry standards Metrics contact center solutions Wait times 52

5 things we love about Talkdesk

Talkdesk

MARCH 12, 2021

With AppConnect, customers can easily integrate industry-leading solutions from anywhere in the world. In this guest blog post, Gans Subramanian, founder and managing director at B-Trnsfrmd , shares five reasons that make Talkdesk his CCaaS solution of choice.

Abandon rate 70
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Abandon rate Call flow Upselling industry standards 70

Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Convenience Won’t.

ShepHyken

OCTOBER 5, 2018

Their intuitive shopping interface, wide selection, one-click ordering, and fast shipping have become the industry standard. This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken. Amazon’s success over the last two decades has permanently reshaped retail.

Personalization 174
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Personalization industry standards Engineering Consulting 174

The Paradigm Shift of Remote Support and the Future of Field Service Delivery

TechSee

NOVEMBER 3, 2020

This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. Field service delivery is undergoing a transformation.

Customer effort 109
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Customer effort industry standards Surveys Employee engagement 109

How to Take a Contact Center From Good to Great

The Northridge Group

AUGUST 19, 2020

Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. When an organization becomes complacent and believes they are at the top of their industry, they may be tempted to lapse in their coaching efforts.

Contact Center 84
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Contact Center Coaching Call Center Metrics 84
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