TMP Direct

APRIL 2, 2025

Businesses that fail to adapt risk losing customers to competitors who have mastered the art of customer experience (CX) in 2025. Smarter Customers, Smarter Businesses The landscape of CX is evolving rapidly. With AI-powered automation, companies can: Provide instant support through intelligent self-service.

Customer Experience 52

Customer Experience Chatbots Self service Benchmark 52

Fonolo

MARCH 29, 2018

As Tom Petty and the Heartbreakers perfectly put it, “the waiting is the hardest part”. When it comes to customer service, it’s no secret that long wait times are something to be avoided at all costs. Perceived Wait Times Feel Longer than Actual Wait Times. from each person.

Wait times 100

Wait times Construction Contact Center Benchmark 100

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Average handling times (AHT) increase. Customer service diminishes. “One of the most important aspects of a call center is that phone traffic flows correctly…”. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Comm100

JANUARY 18, 2022

Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement. After all, how do you know if a 20 second average wait time is good, if you don’t know what competitors in your industry are achieving?

Benchmark 52

Benchmark Metrics Wait times Quality management 52

Fonolo

MAY 16, 2018

Players in the customer service (CS) game know this better than most. Whether you’re selling sandwiches or pushing a call center software for small business, there are now universal rules to abide by to ensure meaningful connections with customers. Listen to your customers. Swift Service Saves. Remember to Listen.

Customer Service 90

Customer Service Multi-channel support call center software Call Center 90

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. Wait Time: 35 Seconds. What can you do to reduce wait time?

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

CSM Magazine

FEBRUARY 19, 2025

Thanks to AI-powered ordering systems, digital menus, and automated processes, long wait times are becoming a thing of the past. Machine learning-powered systems can detect patterns in customer behavior and provide personalized recommendations. Another significant advantage of AI in customer service is multilingual support.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52

Hodusoft

NOVEMBER 6, 2024

Significance of Contact Centers in Customer Service Why Monitoring Performance and Ensuring Quality Assurance Is Important in Contact Centers? Performance in a contact center refers to how effectively agents manage calls, resolve issues, and meet established benchmarks. Availability: Do you offer 24/7 customer service?

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Call Design

JULY 6, 2021

Customer satisfaction is a quality-based measurement to gauge the overall quality of the delivered customer service. A strong customer satisfaction result means more customers have been satisfied with the quality of service provided. First Contact Resolution. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Fonolo

DECEMBER 8, 2020

The endless waiting times demonstrated how unprepared most contact centers were to service their customers when they really needed help. The lasting impact is going to be a new bar of customer service that surpasses pre-COVID benchmarks, which is great news for customers!”

Contact Center 154

Contact Center Benchmark Technology Wait times 154

Calltools

AUGUST 19, 2020

This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation. Wait time should be one of your most important call center KPI benchmarks. Wait time should be one of your most important call center KPI benchmarks.

Benchmark 52

Benchmark Call Center Abandon rate Interactive Voice Response 52

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. Customer satisfaction levels stay strong Despite the increased volume of chats, the satisfaction rates have remained robust. Download all the data for free in the link above.

Benchmark 52

Benchmark Wait times Personalization Customer Service 52

CSM Magazine

NOVEMBER 29, 2022

Customer service is vital in creating an extraordinary brand experience, even more so in e-commerce. Speed in both reacting and providing a solution are key to keeping customers satisfied. How well do online stores in the UK perform on customer service? What contact options do they provide to their customers?

Benchmark 52

Benchmark Wait times Chatbots Customer Care 52

Comm100

SEPTEMBER 4, 2022

More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. Be clear about wait time.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Customer Service 98

Customer Service Multichannel Chatbots Healthcare 98

Comm100

SEPTEMBER 28, 2022

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Live Chat Benchmark Report 2022. Typically, a 50-60% benchmark is good to aim for. Average wait time.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Hodusoft

OCTOBER 22, 2021

The ability to deliver better customer service enhances when the customer service team members are happy, fulfilled, and motivated. Customer satisfaction, new sales, lifetime shopper value, and first call resolution rate, are important to assess efficiency and effectiveness. Set personal goals. Prompt responses.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Quiq

MARCH 10, 2023

Just the idea of call centers evokes the drone of bored customer service agents, long hold times, and endlessly ringing phones. Business messaging benefits your customers, your agents, and your business. Customer service is all about meeting customer needs, and business messaging hits many of those pain points.

Customer Service 87

Customer Service Benchmark Wait times Personalization 87

Comm100

MAY 20, 2022

Customer service expectations have never been higher. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. People expect fast customer service. 90% of consumers say that an immediate response to customer service questions is important or very important.

Wait times 97

Wait times Benchmark Sales Personalization 97

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. Table of Contents.

Customer Service 97

Customer Service Chatbots Best practices Surveys 97

Comm100

MARCH 16, 2022

The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 All this makes providing the very best customer service in government no easy feat. Chapter 2: The state of customer service in government today.

Government 98

Government Best practices Customer Service Chatbots 98

TechSee

MAY 18, 2022

Occupancy Benchmark Per Customer Service Channel. Customers have varying expectations of different service channels. When a customer picks up the phone to call a customer service center, it is understood that there will be some wait time, time spent explaining the problem and finding a resolution.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

Calabrio

MARCH 25, 2025

Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape.

Chatbots 52

Chatbots Analytics Contact Center Quality management 52

Calabrio

MARCH 25, 2025

First Response Time (FRT) : FRT tracks the time it takes for an agent to provide an initial response to a customer inquiry. This is critical for setting the tone of the interaction and minimizing customer wait times. Acknowledging and reward outstanding performance.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Interaction Metrics

FEBRUARY 20, 2025

With our research-backed methodologies, we eliminate bias to ensure your NPS reflects genuine customer sentiment. We also benchmark your NPS against industry standards, providing critical insights that show where you stand compared to competitors. Customers who give low scores usually explain why, and their words often reveal patterns.

Surveys 62

Surveys Benchmark Feedback Metrics 62

Solvvy

FEBRUARY 25, 2020

If a customer experiences a problem, an online company may not have a chance to make a correction before the customer decides to cut ties, or even expresses their anger by leaving negative feedback through a public review site or social media platform. Long wait times to reach a customer support agent.

Customer Service 71

Customer Service Self service Wait times Surveys 71

Maru Group

JANUARY 16, 2019

It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. Looking at everything from first impressions through to delivery and customer service, the results allow us to pinpoint key features of a leading digital experience.

Benchmark 45

Benchmark Customer Experience Best practices Wait times 45

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Source: Multichannel Merchant.

Customer Service 51

Customer Service Benchmark Multichannel Airlines 51

Comm100

APRIL 28, 2021

As easy as it is to support customers with live chat, live chat customer support operations should never be run blindly. Knowing how your team is performing is the key to delivering great customer service. If your live chat customer service team has one main goal, it’s to make the customer happy.

Customer Support 68

Customer Support Abandon rate Benchmark Wait times 68

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. They use data-driven insights to help balance operational efficiency with customer service needs.

Best practices 52

Best practices Contact Center Management Call Center 52

CSM Magazine

AUGUST 16, 2024

It’s about ensuring your network is functional and optimized to deliver the kind of experience that keeps customers coming back for more. This post will explore the undeniable connection between network performance and customer happiness. This isn’t about waiting for things to break and then scrambling to fix them.

Customer Service 52

Customer Service Management Benchmark Wait times 52

Maru Group

JANUARY 16, 2019

It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. Looking at everything from first impressions through to delivery and customer service, the results allow us to pinpoint key features of a leading digital experience.

Benchmark 40

Benchmark Customer Experience Best practices Wait times 40

CSM Magazine

NOVEMBER 16, 2022

An effective customer service team is the backbone of any successful company. When a business is ready to scale, it must ensure that its customer service department can grow in tandem. Customer service managers can implement several strategies to support their team’s expansion while maintaining high standards.

Customer Service 52

Customer Service Benchmark Metrics Wait times 52

Fonolo

MAY 24, 2018

Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. 44% of consumers are willing to switch to a competitor because they want to feel valued as a customer.

Call Center 87

Call Center Benchmark Metrics Analytics 87

Outsource Consultants

JANUARY 27, 2025

Contact center key performance indicators (KPIs) are critical for measuring and improving customer service operations. At Outsource Consultants, we understand the pivotal role these metrics play in driving success and enhancing customer experiences. Use AI-powered analytics to track and enhance customer interactions.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

ShepHyken

APRIL 7, 2023

This could be something as simple as frequently forgetting passwords or something more serious like needing help to trace a purchase or needing a necessary feature on the platform they’re using. A customer pain point is a distinct issue that your customers or prospects encounter during contact with you at various touchpoints.

Advertising 120

Advertising SaaS Multichannel Wait times 120