CSM Magazine

DECEMBER 2, 2024

In recent years, the importance of customer service in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service.

Healthcare 52

Healthcare Customer Service Surveys Wait times 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

NOVEMBER 7, 2017

Wouldn’t you like to learn a few tips from a company that sees over 35 million customers a year? Shep and Steve Hockett, President of Great Clips, discuss the importance of knowing your customers and delivering a consistently amazing customer service experience. The Great Clips Five Steps to Customer Care: 1.

Wait times 196

Wait times Consulting Consulting Customer Care 196

Interaction Metrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. What Exactly is Customer Service Consulting? trillion.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Interaction Metrics

JANUARY 7, 2025

The Power of Personas and Critical Moments Effective journey maps focus on key customer personas and highlight the “moments of truth”the interactions that have an outsized impact on the customers experience and loyalty. Key Pain Points Uncovered: Long Wait Times: Customers were frustrated by delays during peak hours.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

TeleDirect

OCTOBER 14, 2019

How long are your customers willing to wait for an email response or a return phone call? How about a face-to-face consultation or online chat? Here are common wait time expectations for different contact portals and methods. Customer Wait Times: Email inquiries. In-person consultation.

Wait times 9

Wait times Consulting Consulting outsourcing 9

Fonolo

NOVEMBER 24, 2020

We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Nobody escaped the endless waiting times. Bill Quiseng CX Expert, Speaker & Consultant. COVID-19 Made Customers More Empathetic. We had to listen to that.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

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. Customer service diminishes. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. @Chargebackgurus. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Quiq

JULY 28, 2022

We hate to break it to you, but the customer experience is getting worse. And customer service seems to be bearing the brunt of it. Forrester’s Consumer Index Ratings showed a big drop in the quality of customer experiences. Like your focus on customer service. Making customers wait.

Customer Service 90

Customer Service Wait times Airlines Morale 90

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

Outsource Consultants

SEPTEMBER 14, 2021

IVA technology is a cog in a larger AI umbrella that is making self-service more accessible for customers to solve even more complex requests than ever before. So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner. Don’t wish you started three months sooner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

NobelBiz

OCTOBER 22, 2024

The customer service world has changed a lot. Seamless experiences are what customers expect from companies today, and every unsatisfactory touch can lead to costly churn or negative word-of-mouth. This not only reduces the average time taken to resolve issues but also increases the quality of the customer service provided.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

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

Callminer

FEBRUARY 21, 2018

She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. One common mistake I see from call centers that I have consulted with over the last year is…”. Call centers must keep in mind…”. Mihai Corbuleac. csITsupport. Craig Borowski. SoftwareAdvice.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

CX Global Media

FEBRUARY 8, 2018

Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. But, without closure, it is just noisy hassle that wastes my time. My problem is not solved until I believe it is solved.

Contact Center 189

Contact Center Call Center Coaching Scripts 189

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. First contact resolution (FCR) is one of the most critical KPIs used to gauge the quality of customer service and the overall efficiency of a call center.

Call Center 196

Call Center Self service Gamification Contact Center 196

NobelBiz

NOVEMBER 6, 2023

Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential. Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

360Connext

NOVEMBER 16, 2018

Why not start reducing customer effort RIGHT NOW? Read more… Think differently about what effort really means to customers. That five-minute wait time might be an improvement over the 25-minute wait time of last year, but the real goal should be eliminating a wait altogether.

Customer effort 120

Customer effort Journey mapping Wait times Customer centricity 120

CSM Magazine

AUGUST 15, 2017

Banks continue to report that enhancing customer service is their number one priority. There was a time when you could walk into a bank and tell the size of its budget based on look and feel alone. So, have apps leveled the customer service playing field in retail finance? It even has an Apple Watch offering.

Banking 37

Banking Customer Service Finance Wait times 37

CSM Magazine

FEBRUARY 5, 2025

Powered by artificial intelligence and natural language processing (NLP), they can quickly understand and respond to common customer queries. Tasks such as order tracking, refund requests, or account updates are often completely handled by these virtual assistants, reducing wait times for customers.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

Fonolo

FEBRUARY 9, 2023

For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract! With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. This variability is critical.

Service level 142

Service level Call Center Abandon rate Metrics 142

Callminer

SEPTEMBER 14, 2020

Carol Tompkins is the Business Development Consultant at AccountsPortal. Optimize the operations within the call center in order to improve the customer service experience. A business analyst can provide the following benefits for a call center: Improve customer service by determining what customers like or dislike.

Call Center 182

Call Center Analytics First call resolution Metrics 182

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. This ultimately impacts the quality of the customer service they provide.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Connecting the Dots

OCTOBER 26, 2023

He estimates that the whole ordeal took more than 20 hours—and that’s not counting all the time he spent getting up to change TV channels because his remote wouldn’t work. If your last interaction with a customer service department left you wishing that you still had a phone you could slam down in frustration, take a deep breath.

Customer Service 62

Customer Service Chatbots Surveys Wireless 62

Connecting the Dots

OCTOBER 26, 2023

He estimates that the whole ordeal took more than 20 hours—and that’s not counting all the time he spent getting up to change TV channels because his remote wouldn’t work. If your last interaction with a customer service department left you wishing that you still had a phone you could slam down in frustration, take a deep breath.

Customer Service 62

Customer Service Chatbots Surveys Wireless 62

NobelBiz

OCTOBER 29, 2024

Effective call handling is important for any business that wants to make sure it gives the best customer experience and does not let an opportunity slip by. Customer Service Customer service calls often involve handling inquiries, addressing complaints, or providing support.

Interactive Voice Response 52

Interactive Voice Response call center software contact center solutions Technical Support 52

Outsource Consultants

MARCH 8, 2022

Many consumers have already noticed barren grocery store shelves and longer wait times in restaurants as service and supply chain industry positions remain unfilled. There are hundreds of BPOs across the globe that provide comparable – often superior – customer service at a lower price point.

Contact Center 126

Contact Center outsourcing Call Center Wait times 126

TeleDirect

MARCH 24, 2025

Double Bookings and Overlapping Appointments: Inefficient scheduling can lead to long wait times and patient dissatisfaction. Complex Appointment Types: Different medical services may require varying appointment durations. Lack of Automated Systems: Manual scheduling can be time-consuming and prone to errors.

Multi-channel support 62

Multi-channel support Wait times Call Center Consulting 62

Fonolo

NOVEMBER 23, 2017

Here are 5 things you can do to make it through those long, lonely, wait times: 1. 47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. Google Hangout: How to Deliver Great Customer Service in a Crisis.

Self service 86

Self service Wait times Morale Call Center 86

Call Center Pros

SEPTEMBER 24, 2018

Sometimes considered a source of problems to be swept under the carpet, customer service should be a central element of your strategy: it is the showcase of your business. Because good customer service is a source of purchase, referral, differentiation, and continuous improvement. … And value your agents.

Customer Service 61

Customer Service Call Center CRM Scripts 61

Skybridge

MARCH 30, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Meantime, customer-service setups in the U.S., s customer-service agent in person after efforts to recover $2,000 spent on canceled flights proved fruitless.

Call Center 59

Call Center Airlines Customer Service Wait times 59

aircall

JUNE 16, 2021

Your customers’ most direct point of interaction with your business is customer service. And that means the results of these customer service interactions can make or break their impression of your business. In addition, we’ll look into how customer service experiences can affect your bottom line.

Customer Service 62

Customer Service Surveys Customer retention Coaching 62

Taylor Reach Group

FEBRUARY 6, 2020

But I never see improvement in our wait time, which is the concern I score as “very poor” nearly every time. I seldom take the time to fill these surveys out anymore. To find out more about how Taylor Reach can help your company with using CX data effectively, CLICK HERE to schedule a free consultation.

Surveys 118

Surveys Healthcare Feedback Wait times 118

Comm100

AUGUST 24, 2016

On the other hand, if the phrase “worse than Hitler” appears in multiple Yelp reviews, it’s time for a major reassessment. The problem might be with the quality of your product/service. But it might be largely due to your customer care practices. You rarely—or never—have repeat customers.

Customer Service 71

Customer Service Customer Care Scripts Sales 71

Call Experts

OCTOBER 23, 2019

Sometimes, when a customer contacts you, they are arriving frustrated and in need of help. Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Empower your team and customer base! 3) scalability in services.

Personalization 53

Personalization Customer Service outsourcing Self service 53

VirtualPBX

JULY 13, 2023

In today’s fast-paced world, effective call routing is essential for providing excellent customer service. By harnessing the capabilities of AI technologies, businesses can create intelligent call routing flows that enhance efficiency, improve customer experience, and optimize internal communication.

Healthcare 98

Healthcare Consulting Consulting Finance 98

Comm100

OCTOBER 25, 2021

Compared to telephone support, live chat gives customers more power over how they connect, and allows for a more efficient response, avoiding wait times and frustrating call transfers between agents. One of the greatest benefits of live chat for customers over phone support is the immediate response that live chat provides.

Contact Center 98

Contact Center Chatbots Wait times Technology 98