Remove 2009 Remove Surveys Remove Wait times
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Turning Crisis Into Connection: How IVAs Can Support Utility Customers During Outages

Interactions

power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central. During the Outage: Combine Caring With Efficiency Customers expect instant answers during an outage, but the rush of incoming calls can overwhelm the system, causing long wait times.

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How to Stay Close to Customers While Working From Home

CSM Magazine

The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home. Waiting times.

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11 Contact Center Technologies to Boost Customer Satisfaction

TechSee

Contact Centers appreciate: “We give customers the opportunity to use the channel that they best prefer, and in the process, we direct volume away from the call center and reduce queues and wait times. The NPS survey asks just one-question “How likely are you to recommend our product or service to a friend or colleague?”

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How Covid has Exacerbated the Customer Service Issue

Interactions

A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. While initially sympathetic, consumers are now tired of being told that their long wait times on the phone or late deliveries are simply “because of Covid”. This benefit is two-fold.

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Live Chat for Higher Education – The Ultimate 101 Guide

Comm100

In one study, 246 students were surveyed to learn how live chat for education impacted the learning experience. None of the online learners surveyed found live chat unsatisfactory as a communication tool. This means that agents can handle multiple chats at once compared to phone calls where only one conversation is possible at a time.

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What’s the Deal with Air Canada?

Fonolo

research firm that surveys 20 million global travelers yearly. As of this morning,” Air Canada’s media relations told us on March 29th, “the wait time on the dedicated line is virtually zero, although it may lengthen a bit through the day.”. What’s worse is that, at times, we feel alone in the journey to getting answers.

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How to Improve Customer Service – A Complete Guide of Tools, Tech & Tips

Comm100

In a 2021 report, 70% of agents surveyed reported feeling overwhelmed. One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . This meant a shift away from efficiency metrics towards agent wellbeing.