ShepHyken

MARCH 14, 2018

Why don’t we wait and see? The person you need to talk to is on vacation and won’t be back for a week. Customers hate to wait. Why isn’t there someone to cover for a person who everyone probably knew was going to be on vacation? “We The wait time is 45 minutes.” We’re a little busy now.” Call back then.”

Wait times 286

Wait times Customer Service Personalization Management 286

Beyond Philosophy

NOVEMBER 6, 2017

It’s where clients get the opportunity to talk to a ‘real person’, whether it’s by phone, live chat or even something as simple as email, and it’s where your employees have the greatest chance to take ownership of the customer experience. The first is unacceptable wait times.

Contact Center 278

Contact Center Wait times Call Center Customer Experience 278

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Journey mapping Metrics Customer centricity 134

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives. Would you ever use that airline again?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

Callminer

OCTOBER 11, 2018

FCR measures on KBs could indicate if certain articles are missing and give insight into whether KBs are causing people to give up and speak to an agent. Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. Nate is from Riverdale, NY.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Global Response

DECEMBER 9, 2024

In this article, well discuss how to identify busy seasons and share how seasonal call center outsourcing can ease the load for your employees and customers. Call center outsourcing during busy seasons can reduce wait times, enhance call quality, and provide more tailored customer service. Key takeaways Who?

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Return Customer

JANUARY 31, 2025

They expect a shopping experience that feels personal and memorable. In this article, we will go over several strategies to use with your customer service to maximize revenue for your e-commerce store. Key components Effective customer service relies on three main parts: responsiveness, accessibility, and personalization.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. Proactive support.

Self service 187

Self service Chatbots Interactive Voice Response Personalization 187

ShepHyken

MARCH 16, 2021

For example, the waiting room in a doctor’s office could be renamed as the reception area, implying a different experience from just waiting in a room. Baum’s 10 Personal Promises to His Patients: We will answer the phone in less than 3 rings. About: Neil H.

Healthcare 219

Healthcare Wait times Education Customer Service 219

ShepHyken

AUGUST 28, 2020

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. This reduces wait times at the till, increasing customer satisfaction. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. No Additional Charges.

Customer Experience 235

Customer Experience Technology Sales Government 235

CSM Magazine

MARCH 3, 2025

This article explains how they work for both sides of the equationthe business and the customer. Key features of self-service portals may include: Knowledge bases: Detailed guides, FAQs, and articles available for customer reference. Update articles and FAQs to reflect new products, services, or changes.

Self service 52

Self service Best practices Wait times Feedback 52

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Support 183

Customer Support Self service Journey mapping Wait times 183

CSM Magazine

MARCH 6, 2025

Real-Time Solutions The chat system connects you with live agents who can offer personalized solutions almost instantly. Helpful Resources If your issue doesnt require a live agent, Microsofts chatbot provides intelligent support with links to relevant help articles, videos, and FAQs.

Virtual Agent 52

Virtual Agent Wait times Chatbots Accountability 52

Steve DiGioia

JANUARY 4, 2016

This original article was written by Steve DiGioia. We do it all the time. If the cashier is fast and shows an air of confidence, are you as worried about your wait time or that there will be a price mistake? And do you make a customer wait while you finish a personal conversation with a coworker?

Wait times 165

Wait times Accountability Personalization 165

CSM Magazine

MARCH 27, 2025

Think personalized dashboards, slick chat setups, client portals, or even AI-driven assistants tools built to fit what clients actually need. This article dives into how custom interfaces reshape client communication, unpacking the perks, must-have features, rollout steps, and ways to tackle any hiccups along the way.

Chatbots 52

Chatbots Self service Scripts Wait times 52

CSM Magazine

JANUARY 15, 2024

Queue wait times can be a significant frustration for customers and can lead to poor customer experiences, leading to lower sales and revenue. This was because despite two employees nearby who were breaking up cardboard boxes, only one person was operating the tills. The checkout queue was too long.

Wait times 52

Wait times Self service Sales Personalization 52

NobelBiz

NOVEMBER 19, 2024

Why You Need Automation in Your Contact Center In traditional contact centers, repetitive tasks, long wait times, and fragmented processes can lead to inefficiencies, dissatisfied customers, and burned-out agents. Boosting customer satisfaction : Delivering faster resolutions, personalized experiences, and 24/7 availability.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

The Petrova Experience

DECEMBER 17, 2024

In that sense, this article is more than an end-of-year trends report. How Investments in Airports of the Future Fuel Customer Experience Excellence Today, it is fairly common for the average person – even the average CEO – not to fully understand blockchain or biometrics. It is a customer experience checklist.

Transportation 75

Transportation Best practices Construction Wait times 75

CSM Magazine

MARCH 3, 2025

Businesses are enabled to craft more personalized customer experiences by simplifying the interactions and enhancing brand loyalty. The strategy minimizes waiting times, increases solution rates, and maximizes resource utilization. Agents are free to switch between modes of communication with context preserved.

Cloud contact 52

Cloud contact Contact Center Multi-channel support Wait times 52

ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. A confusing checkout process or lack of personalization can be just as hindering to your customer as long customer service wait times or unresponsive mobile websites.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

CCNG

MAY 10, 2023

You encountered a message from an organization stating due to higher-than-expected call volumes, your wait times will be longer than usual. You waited longer than a few minutes for an answer to a simple question. You experienced back orders, lack of inventory, lost orders, or shipping delays.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. First Response Time (FRT) : FRT tracks the time it takes for an agent to provide an initial response to a customer inquiry. With agents themselves, its no different.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

CSM Magazine

FEBRUARY 14, 2025

Customers don’t think they should have to choose.But new research shows that long wait times, vague responses, and endless transfers are pushing them away. Speed means nothing if customers are stuck in chatbot loops or can’t reach the right person when they need to. Fast or friendly?

Customer Service 52

Customer Service Wait times Self service Banking 52

CSM Magazine

MARCH 27, 2025

Steps to Identify Hidden Inefficiencies Review Historical Contact Data Analyze historical data such as call recordings, ticketing trends, and customer wait times to identify patterns. For customers, quicker resolutions and shorter wait times lead to higher satisfaction rates.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. An open letter to companies—and customers—on how to navigate the challenges of these extraordinary times. An open letter to companies—and customers—on how to navigate the challenges of these extraordinary times.

Customer Service 150

Customer Service Airlines Self service Entertainment 150

CSM Magazine

NOVEMBER 26, 2024

Online Mortgage Applications Gone are the days of in-person meetings and stacks of paperwork. AI-driven chatbots can also learn from past interactions to provide more personalized and relevant information over time. Here’s how technology is revolutionizing customer service in the mortgage industry.

Technology 52

Technology Customer Service Real estate Chatbots 52

NobelBiz

SEPTEMBER 26, 2023

By personalizing these phone systems, businesses can foster more meaningful relationships, understand customer needs better, and increase overall satisfaction. The Importance of Personalizing Your Phone System Capturing Customer Loyalty Personalizing the phone system isn’t just about addressing the caller by their name.

Personalization 59

Personalization Interactive Voice Response Customer Experience First call resolution 59

Beyond Philosophy

JUNE 20, 2024

Depending on when you booked, you could have paid more or less for your seat than the person seated next to you. The fast-food chain would leverage the digital pricing board to offer customers discounts during the slower times of the day. However, the assumption was that the price would increase in busy times.

Airlines 195

Airlines Customer centricity Wait times Education 195

ShepHyken

MARCH 31, 2018

At the time of this article, he’s had almost 18 million views. When customers leave a scathing review on Facebook or send a nasty tweet, it is often because the first effort, whether on the phone, through social media, or even in person, was not handled to the customer’s satisfaction. But that isn’t always the case.

Marketing 222

Marketing Customer Service Airlines Self service 222

Inbenta

OCTOBER 30, 2024

At a time when immediate and efficient customer service is paramount, callbots and voicebots are emerging as game-changers. These Conversational AI tools offer round-the-clock service, manage high call volumes effortlessly, and provide personalized customer interactions, all while cutting down on operational costs.

Wait times 52

Wait times CRM Personalization Customer Service 52

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. Too few advisors can also have the impact of causing long wait times – another key frustration for customers.

outsourcing 156

outsourcing Customer retention Contact Center Customer Service 156

CSM Magazine

JANUARY 29, 2025

These systems can provide instant responses, reducing wait times and ensuring that customers receive assistance at any time of the day. AI can also analyze past interactions to offer more personalized responses, improving the overall customer experience. AI chatbots can answer common questions 24/7, reducing wait times.

Customer Service 52

Customer Service Scripts Chatbots Wait times 52

CSM Magazine

FEBRUARY 19, 2025

From automated order processing and personalized recommendations to optimized feedback systems, AI is not only streamlining operations but also enhancing the customer experience in profound ways. Thanks to AI-powered ordering systems, digital menus, and automated processes, long wait times are becoming a thing of the past.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52

Global Response

MARCH 24, 2025

As consumers demand more timely and personalized service across channels, you want to ensure your call center agents are empowered with relevant information and the right technology to meet these demands. Average handle time A call center knowledge management system puts relevant information at your agents’ fingertips.

Call Center 62

Call Center Management Abandon rate outsourcing 62

Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Improved customer satisfaction When it comes to improving customer satisfaction, personalization matters. Youre in luck!

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62