Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. The HBR article is thought-provoking.

Customer Service 470

Customer Service Consulting Consulting Wait times 470

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: For those in the customer support world, this article is for you. Here are my top five picks from last week.

Customer Service 168

Customer Service Average Handle Time Contact Center Metrics 168

24-7 InTouch

NOVEMBER 18, 2024

With SMS, agents can handle multiple queries simultaneously, boosting operational efficiency and reducing wait times. Providing Extended Support Another advantage of chat channels is having the capability to provide support at any time of the day. Discover how you can level up your CX with IntouchCX solutions today.

Interactive Voice Response 52

Interactive Voice Response Customer Experience First call resolution Average Handle Time 52

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. This would allow your organization to provide high-quality customer service in the form of higher FCR rates, lower average wait times, and better service quality. .

Customer Experience 366

Customer Experience Management Contact Center Engineering 366

Beyond Philosophy

NOVEMBER 11, 2014

Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ” Andreas Weigend, the former chief scientist at Amazon.com said in Duhigg’s article, “It’s like an arms race to hire statisticians nowadays. Habits and Marketing. Mathematicians are suddenly sexy.”.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. However, automation tools can help your customers avoid annoying elevator music during wait times.

Customer Service 403

Customer Service Chatbots Interactive Voice Response Customer Support 403

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In this excellent article (actually an interview), Tencher emphasizes the importance of journey maps and how the basics haven’t changed.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

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 Metrics Journey mapping Customer centricity 134

ShepHyken

MARCH 14, 2018

The wait time is 45 minutes.” Share this article with your team, then sit down and talk about which of these phrases might be in your vocabulary – and banish them. Customers want to see you at least make an attempt to help them. “We We won’t do that.” Almost the same as can’t, but more emphatic. Does anyone like to be told no?

Wait times 281

Wait times Customer Service Personalization Management 281

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 242

Customer Experience Airlines Average Handle Time Contact Center 242

JustCall

MAY 14, 2024

Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. No one likes to wait more than a few minutes to connect with a support agent (unless there’s a grave issue that’s worth the wait). Let’s see how you can solve these challenges and reduce wait times.

Wait times 52

Wait times Call Center Average Handle Time Interactive Voice Response 52

Beyond Philosophy

NOVEMBER 6, 2017

The first is unacceptable wait times. Now, whether that means being on hold on the phone for more than a couple of minutes, waiting several hours or even days for a response to their email, or simply never receiving that call back they were promised when they logged a query on your website, excessive wait times are a serious no-no.

Contact Center 278

Contact Center Wait times Call Center Customer Experience 278

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. Yes, your reporting can tell you that you have long wait times, high abandonment rates, or low CSAT scores. Of course, this is with good reason.

Feedback 245

Feedback Customer Experience Abandon rate Surveys 245

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

ShepHyken

JANUARY 10, 2020

This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans. Sadly, companies lie to customers all the time. I sure don’t! Politics has become theater.

Advertising 250

Advertising Wait times Marketing 250

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. We’ll provide you with educational materials on your condition, including articles written by Dr. Baum. About: Neil H.

Healthcare 213

Healthcare Wait times Education Customer Service 213

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. In this article, I’ll show you how you can harness the power of chatbots for your enhanced conversion rate optimization.

Chatbots 229

Chatbots Personalization Healthcare Government 229

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

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. But if there is a single sore point: it’s the often-ridiculous wait times. Post-call work time isn’t a stand-alone metric; it affects many other KPIs.

Call Center 561

Call Center Metrics Contact Center Wait times 561

CCNG

NOVEMBER 17, 2020

As high-ticket levels continue to overwhelm teams across the globe, help centers and FAQ areas have become vital resources for customers in need of resolution who are trying to avoid long wait times. AI solving more than 10% of requests).

Contact Center 195

Contact Center CCNG Benchmark Wait times 195

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.

Customer Experience 234

Customer Experience Technology Sales Government 234

Return Customer

JANUARY 31, 2025

In this article, we will go over several strategies to use with your customer service to maximize revenue for your e-commerce store. For example, using Couriers Texas can speed up returns or deliveries, improving service by cutting down wait times. They expect a shopping experience that feels personal and memorable.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

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 179

Customer Support Self service Journey mapping Wait times 179

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. Bring down the waiting time . With the latest AI technology, this article demonstrates how Voice Bot imbues contact center operations with real-time intelligence, precision, and efficiency.?.

Contact Center 186

Contact Center Interactive Voice Response Chatbots Call Center 186

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. Here are some more ways retail stores can cut the queues and reduce customer waiting time. Use Mobile Checkouts Mobile checkouts are another great way to reduce queue wait times.

Wait times 52

Wait times Self service Sales Personalization 52

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

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. Faster reaction time. Forget IVRs and long wait times. write messages, articles and books by voice. Self-service. search online. process payments.

Self service 186

Self service Chatbots Personalization Interactive Voice Response 186

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. As customer service professionals, we have a hard time agreeing on what a “great customer experience” really is, and what’s truly possible. Read Shep’s latest Forbes Article: How Happy Employees Make Happy Customers.

Wireless 189

Wireless Banking Analytics Call Center 189

CSM Magazine

MARCH 6, 2025

Helpful Resources If your issue doesnt require a live agent, Microsofts chatbot provides intelligent support with links to relevant help articles, videos, and FAQs. Potential Areas for Improvement: While Microsoft Live Chat is generally reliable, there are occasional challenges, including: Wait Times during peak hours.

Virtual Agent 52

Virtual Agent Wait times Chatbots Accountability 52

CSM Magazine

FEBRUARY 6, 2025

For example, if you find that post-purchase inquiries frequently lead to long wait times, you might prioritize adding AI-powered chatbots to respond instantly to FAQs. Set Clear Milestones for Progress Set specific, measurable milestones to ensure progress over time. Train staff on empathic communication and issue escalation.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The goal of this article is to touch on three pillars of a business –– product, price, and experience –– and break down which of these three is the most important to driving success.

Advertising 198

Advertising Surveys Feedback Sales 198

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. With 75% of older customers saying they would leave due to long wait times, businesses must prioritise fast resolutions through AI-powered agent assist and automation.

Customer Service 52

Customer Service Wait times Self service Banking 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. Related Article 7 Proven Strategies to Smash Your Outbound Sales Dialing Targets with Nobelbiz 6.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 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 they're watching your employees too! Sitting on that park bench on Sunday afternoon, what are you doing?

Wait times 165

Wait times Accountability Personalization 165

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

MARCH 3, 2025

The strategy minimizes waiting times, increases solution rates, and maximizes resource utilization. Real-Time Analytics and Reporting Using data for decision-making is the most significant advantage of cloud solutions. Dashboards are customizable for enterprises with critical performance metrics (KPIs) aligned with goals.

Cloud contact 52

Cloud contact Contact Center Multi-channel support 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 148

Customer Service Airlines Self service Entertainment 148