Comm100

AUGUST 5, 2020

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. For today’s consumer fast support is non-negotiable, and long wait times are unacceptable. So how can your team reduce wait times and give your customers the immediate attention they expect? What not to do. What to do.

Wait times 52

Wait times Interactive Voice Response Customer Service Chatbots 52

Fonolo

SEPTEMBER 26, 2017

That means if your hold times are long, your callers have the option to get a call at a later time instead of waiting for an agent. These built-in call-back features work by holding the caller’s place in line (“virtual queuing”) so the total wait time is the same. You can think of this as “ASAP” call-backs.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

SharpenCX

JUNE 23, 2021

Your Step-By-Step Guide to Building Better Customer Experience Strategies Use data you already have to build actionable strategies for a better customer experience Get the eBook. Watch your agent’s efficiency, and see if they have the tools they need to maintain pace with customer demands and keep wait times at bay.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Inbenta

JUNE 2, 2021

However, errors can trigger a lot of additional work, time, and money to get things right. They can also affect employee morale and efficiency. Saves time and lets teams focus on critical issues. To learn more on this topic, download our latest ebook! Benefits of HR automation.

Chatbots 83

Chatbots Self service Virtual Agent Morale 83

Playvox

JULY 14, 2023

In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Comm100

NOVEMBER 30, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Make sure to discuss potential time savings and the reduction in needing to repetitively type out the same statements for different customers. In The Live Chat Customer’s Shoes. Let us know your comments.

Customer Service 44

Customer Service Scripts Morale Wait times 44

Comm100

OCTOBER 25, 2017

We’ve all experienced times when circumstances have tested our tactfulness. And angry customers tend to take out their frustrations with wait times, service levels, price and overall product functionality on the closest target – and quite often, that target happens to be the frontline agent.

Morale 159

Morale Customer Service Scripts Personalization 159