Working Solutions

APRIL 27, 2023

Once in a while, we come across someone whose passion and innovation knows no bounds. Tamara Schroer is one of those people. Tamara’s journey from working with at-risk youth at Boys Town outside of Omaha, Nebraska, to becoming the Vice President of Education and Development at Working Solutions is a testament to the power of […]

industry standards 52

industry standards Education 52

Callminer

SEPTEMBER 15, 2019

Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit your company.

industry standards 182

industry standards Call Center 182

ConvergeOne

MARCH 10, 2022

ConvergeOne prides itself on providing exceptional experiences and creating value for our customers. We strive to form true partnerships, teaming with our customers to develop progressive solutions that connect people with purpose. One way of determining if we're succeeding in this effort is to calculate our Net Promoter Score (NPS).

industry standards 98

industry standards Benchmark Real estate Customer centricity 98

Customer Contact Central Submitted Articles

SEPTEMBER 6, 2022

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

industry standards 189

industry standards Benchmark Analytics Best practices 189

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.

industry standards 65

industry standards Government Marketing 65

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.

industry standards 65

industry standards 65

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?

industry standards 65

industry standards 65

SQM Group

DECEMBER 7, 2022

Given the volume of data available to call center managers, it is essential to determine the right customer service metrics and how you measure up to them.

Customer Service 52

Customer Service Metrics industry standards Call Center 52

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.

industry standards 57

industry standards Government Education Personalization 57

SharpenCX

MARCH 24, 2020

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? Customer Satisfaction. Overall U.S.

industry standards 52

industry standards Call Center Metrics Contact Center 52

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?

industry standards 48

industry standards 48

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 179

industry standards Management Personalization Contact Center 179

TechSee

FEBRUARY 16, 2023

. “The introduction of an open platform represents a shift in industry focus and maturity, from point solutions to visual platforms that are fully integrated with and empowering every facet of the business,” said Jon Burg, Sr Director of Strategy at TechSee.

Customer Experience 109

Customer Experience APIs Contact Center Technology 109

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. Why do we use metrics?

Contact Center 136

Contact Center industry standards Metrics Banking 136

ShepHyken

APRIL 4, 2018

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. Here’s my take: good for them. I have a better idea: don’t let them set your bar. Is it Nordstrom, Apple, or Zappos?

Customer Service 276

Customer Service industry standards Benchmark Advertising 276

Fonolo

SEPTEMBER 2, 2021

Call center benchmarks are necessary to drive performance and revenue, and can be used to compare a call center’s performance with industry standards. Here we’ll go through standard KPIs and common reasons why call centers struggle to meet them. Here are industry standards for call center benchmarks.

Call Center 142

Call Center Benchmark Abandon rate Average Handle Time 142

Cyara

JUNE 27, 2022

With Botium , we are currently defining the industry standard for testing chatbots. This article was originally published on Botium’s blog on March 26, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium.

Chatbots 67

Chatbots Engineering industry standards Customer Support 67

Helpware

SEPTEMBER 13, 2022

Using effective QA tools helps align your current performance levels with industry standards. To do so, organizations need to actively monitor their quality assurance (QA), or rates of customer satisfaction. Meeting and exceeding these benchmarks far precedes company expansion. Needless to say, QA is imperative.

industry standards 60

industry standards Benchmark Customer Service SaaS 60

CX Global Media

MAY 24, 2018

The unfortunate industry standard has been that an immense burden is placed on individual supervisors to find their own way to success – quickly.” – Click to Tweet. Thankfully, Adrianna had the rare internal strength to do just that. .” – Click to Tweet.

Contact Center 257

Contact Center Call Center industry standards Morale 257

Voiptime

DECEMBER 19, 2022

Finally, the highest industry standard and the main goal for every customer service department is one call resolution and first contact resolution rate over 85%. Firstly, FCR rate is the main influential aspect on customer satisfaction, that’s what makes customers happy. Secondly, it is also the key to a low customer effort score.

First call resolution 40

First call resolution industry standards Metrics Customer Service 40

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 71

Call Center Contact Center industry standards Business Process Outsourcing 71

JustCall

MAY 2, 2023

Businesses must adhere to industry standards and compliance regulations. To combat this issue, new FCC rules were implemented on June 30, 2021 (as part of the TRACED Act), requiring technical standards and protocols for authenticating caller ID information. One such compliance is STIR/SHAKEN. What is STIR/SHAKEN Compliance?

industry standards 52

industry standards Management 52

CSM Magazine

JUNE 23, 2022

In academic and industry standard benchmarking through the LibriSpeech test—a speech corpus of 1,000 hours of transcribed audiobooks—it often beats out the major AI companies. ASAPP, which has raised US $400 million from several notable venture capital firms in Silicon Valley, keeps good company.

industry standards 96

industry standards Benchmark Coaching Analytics 96

OrecX

MAY 17, 2022

Some vendors claim it is complicated and time consuming to export your recordings in a playable, industry standard format - which it shouldn't be! Well, it's due to a few reasons: Many call recording software vendors are greedy.

industry standards 121

industry standards APIs CRM Analytics 121

Hodusoft

APRIL 26, 2023

As per a well-known study, the industry standard for the FCR is about 70 to 75 percent. If the FCR is lower than the industry average, then find out what’s wrong and take corrective measures. #3. The international industry standard of ASA is 28 seconds.

virtual call center 52

virtual call center Call Center Metrics call center software 52

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! appeared first on NobelBiz®.

Multichannel 76

Multichannel industry standards 76

Voiptime

NOVEMBER 21, 2022

What is the call center abandonment rate industry standard? Thus, measuring the call abandonment rate is vital, but there are many questions that appear in this case. What is the abandonment rate calculation? What is the difference between an abandoned call, missed calls, and dropped calls?

Customer Service 40

Customer Service Abandon rate Abandon Call Call Center 40

Real Blue Sky

FEBRUARY 2, 2023

A Fractional CIO often works for an organization on a short-term or project basis to help deliver specific goals around technology initiatives. We will also explore some scenarios which may help you consider whether a fractional CIO is right for your business.

industry standards 98

industry standards Technology Consulting Consulting 98

VirtualPBX

JUNE 1, 2023

While not legally binding, these guidelines provide valuable industry standards for businesses to follow, ensuring ethical and responsible communication with customers. Alongside these laws, there are additional resources such as the MMA Consumer Best Practices and CTIA Short Code Compliant Handbook.

Telemarketing 52

Telemarketing industry standards Government Best practices 52

Ann Michaels and Associates

MAY 23, 2023

Customer expectations and preferences are constantly evolving in response to market trends, innovations, and changing industry standards. This can result in a smaller sample size, potentially reducing the representativeness and reliability of the survey results.

Feedback 52

Feedback Surveys Customer Experience industry standards 52

COPC

MAY 22, 2023

announces the addition of Scott Horace to the COPC Standards Committee. The COPC Standards Committee is a group of global leaders that oversees and maintains the COPC Customer Experience (CX) Standard , recognized as the industry standard for managing and improving CX operations since 1996.

Contact Center 52

Contact Center Customer Experience outsourcing Benchmark 52

Spearline

FEBRUARY 14, 2022

Listen to our latest webinar where you will hear how a Spearline Service Delivery and Customer Engagement Manager: Offers valuable insights based on industry standards and best practices. Provides regular reports and analyses to help you to identify issues and trends over time.

Management 52

Management Telecommunications industry standards Best practices 52

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:

industry standards 67

industry standards Best practices Metrics Government 67

Playvox

MARCH 31, 2022

In case you haven’t heard, the G2 Grid Report sets the industry standard for ranking products in terms of the most satisfied customers and the largest presence in the market. In all, we earned 30 badges in the report, breaking our previous record for all the ways Playvox was recognized.

Contact Center 75

Contact Center industry standards Customer Experience Employee engagement 75

Fonolo

OCTOBER 20, 2022

There are industry standards to guide you. If you collect any payment information from your customers, you must meet the extensive security requirements set by the PCI Security Standards Council. Why a Data Security Strategy is Essential. Let’s start at the beginning.

Call Center 146

Call Center Contact Center industry standards Personalization 146

TeleDirect

AUGUST 10, 2022

What Are the Call Center Metrics Industry Standards? There are (quite literally) dozens of important contact center KPIs, and they are considered industry standards. While we can’t cover all of them today—many will vary depending on specific industries—most call centers focus on: Average Handle Time.

Call Center 62

Call Center Metrics Contact Center First call resolution 62

Call Design

NOVEMBER 4, 2021

WFM systems have been revamping to cater for shifting industry standards in how contact centres are servicing their agents and this overhaul has seen many backend changes happen over a short period of time. Maintenance.

industry standards 148

industry standards APIs SaaS Accountability 148