bold360 Blog

DECEMBER 7, 2020

That playbook describes 5 key phases : (1) fortifying your digital self-service; (2) amplifying your digital support; (3) empowering your employees; (4) optimizing your support strategy; and (5) evolving to the next level of self-service. How do self-service tools support optimization and improvement of customer support?

Customer Support 98

Customer Support Self service Wait times Education 98

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. The majority of people are now happy to use self-service instead of speaking to a customer service person on the phone – especially for simple queries.

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Self service Real estate Customer Service Wireless 59

Calabrio

FEBRUARY 27, 2025

And well discuss some tried-and-true best practices and cutting-edge tools, cutting through the noise to help you truly transform your call center into a high-performing engine that fuels customer loyalty and growth. In this guide, well take a look at different definitions of and approaches to contact center productivity.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Hodusoft

FEBRUARY 12, 2025

This can cause longer wait time, frustration, and a less efficient service. A multi-level IVR can streamline the customer experience by providing self-service options. Increased Call Handling Time Without automated routing through an IVR system, agents have to manually handle basic queries.

Interactive Voice Response 52

Interactive Voice Response Self service Wait times CRM 52

TechSee

NOVEMBER 16, 2020

Facilitating collaboration between contact center agents and field service technicians is central to resolving customer issues remotely without dispatching a technician. Customers have access to remote support during waiting times while interacting with IVR, when speaking directly with the agent or while using self-service technologies.

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Self service Best practices Contact Center Technical Support 109

SmartAction

APRIL 1, 2021

And the way to show the understanding that a customer’s time is precious is by enhancing their customer experience. Press 2 for enrolling in new energy service.” Natural Language Understanding engines (NLUs) have advanced to match intents to expected answers for the best imaginable experience.

Virtual Agent 109

Virtual Agent CRM Wait times Self service 109

Balto

MARCH 3, 2025

This creates a more efficient workflow and reduces customer wait times. This reduces wait times and improves first-call resolution rates. Predictive analytics identify peak call times and staffing needs, enabling managers to optimize schedules and resources. Increased efficiency is another major benefit.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

3CLogic

AUGUST 3, 2021

Inadequate or poorly distributed staffing is among the most common reasons why a call center has long hold times. To combat this issue, contact center managers should analyze their historic call volumes through robust reporting engines to determine peak call times or seasons and staff accordingly.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Inbenta

MAY 11, 2020

Self-service tools such as chatbots, knowledge management, and search engines have become very common and most customers are now used to interacting with these online. Self-service impact on digital customer experience. Customer interaction management to the rescue. Clarified customer journey.

Customer Experience 94

Customer Experience Chatbots Self service Wait times 94

Hodusoft

APRIL 2, 2025

Just a quick visit to a telecom contact center will make you realize the sheer volume of contact requests the customer service representatives handle everyday. Long Wait Times Just trying to connect with a telecom contact center is going to, as the youthful lingo says, “take like forever.” The phones ring constantly.

Contact Center 52

Contact Center Interactive Voice Response contact center solutions Morale 52

Hodusoft

APRIL 24, 2025

Poor Customer Service Experiences Long wait times, inefficient call center operations, and unresolved customer concerns contribute to poor customer service. 24/7 Availability and Automation AI-driven chatbots and self-service portals ensure that customers can get help anytimewithout waiting for business hours.

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Contact center software Customer retention Contact Center call center software 52

Comm100

MAY 7, 2024

In an era where quick resolutions and personalized interactions are demanded, streamlining customer service translates into measurable business success. Before we dig into how to streamline customer service, let’s explain the most common benefits: Minimizing delays : Customers today have little patience for long wait times.

Customer Service 96

Customer Service Chatbots Self service Analytics 96

Customer Service Life

NOVEMBER 15, 2020

Problem #3 – Engineering is ready for more projects and we need input from the contact center. The contact center interacts with customers all day, every day and therefore, they have feedback that can help engineering prioritize appropriately. Are we prepared to invest in proper staffing for live channels?

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Contact Center Engineering Calibration Coaching 95

OctopusTech

FEBRUARY 7, 2020

Intelligent Self-service AI tools. Besides cost-effectiveness and agility, the services providing companies will opt for self-help tools and a library of managed information to empower customers. Such type of self-service tools can help organizations to resolve minor issues on their own.

outsourcing 71

outsourcing Customer Support Engineering Self service 71

Vonage

DECEMBER 13, 2016

“Often the psychology of queuing is more important than the statistics of the wait itself” – Dr Richard Larson , Mitsui Professor of Engineering Systems at MIT, considered to be the world’s foremost expert on lines. . People who wait a shorter time than expected are happier than those who wait longer than expected.

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Wait times Self service Engineering Surveys 0

Hodusoft

OCTOBER 17, 2024

Chatbots Chatbots are AI-powered tools engineered to communicate like humans. By doing so, they not only reduce wait times but also improve customer satisfaction. After the introduction of chatbots and other AI-powered tools, the CX provided by call and contact centers are on a different level.

Call Center 52

Call Center Customer Service Contact center software Chatbots 52

Hodusoft

MARCH 26, 2025

High Volume of Customer Queries Go to any e-commerce company’s contact center during peak time of the day and you will be astonished to witness the volume of customer queries! The wait times are usually long. The pressure on customer service representatives is crushing. And the frustration of customers is palpable.

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Contact Center Contact center software Interactive Voice Response contact center solutions 52

Eptica

DECEMBER 11, 2019

Self-service is growing Consumers have more and more queries and want faster answers, particularly to routine requests. No surprise then that 87% of companies now offer some form of self-service, 62% of which is web self - service and 46% account specific. Share this page on: Tweet.

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Customer Service Self service Best practices Metrics 75

Balto

MARCH 17, 2025

These systems can also detect when wait times exceed acceptable thresholds and alert supervisors in real-time. They utilize key performance indicators (KPIs) such as average handle time and customer satisfaction scores to help agents and managers make informed decisions, identify issues, and enhance operational efficiency.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

NICE inContact

NOVEMBER 6, 2019

Says TruGreen Senior Voice Engineer and Enterprise Architect Chris Scholl: “There’s nothing we can’t do with CXone.”. Not only that, it’s also shaved 35 seconds off call handle time, which reduces customers’ wait time and saves the company 35 seconds of telecom costs on each of tens of thousands of calls!

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Contact Center Self service APIs Cloud contact 54

Creative Virtual

APRIL 14, 2020

By Laura Ludmany, Knowledgebase Engineer. We are experiencing unprecedented times and the world is rapidly transforming with loads of uncertainty arising day by day. Also, this was the first time I could demonstrate my actual work as a Knowledgebase Engineer to my brother!

Customer Support 52

Customer Support Virtual Agent Banking Self service 52

BlueOcean

DECEMBER 18, 2018

In their answers to the following questions, they should be addressing chatbots, self-service, machine learning, big data, and more. Additionally, test the maturity of their AI solutions – how they have evolved those solutions over time, and how they are prepared for future updates. . #2 BALANCING MAN & MACHINE.

Contact Center 78

Contact Center Chatbots outsourcing Metrics 78

UJET

MARCH 22, 2021

We can order groceries online and have them delivered to our doorstep, or get curbside pickup at just about any brick and mortar store to avoid wait times and lines. We’ll guide them to answers for more self-servicing and deflection. Providing a means of self-service. The list goes on. Identity verification.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

Kayako

APRIL 28, 2016

Aim for an average wait time of less than 20 seconds. In these situations, it is better to take your time to research the solution so you can give the customer the right answer to their query. If you feel the might need some investigation or discussion with an expert or engineer then communicate this to the customer.

Customer Experience 89

Customer Experience Self service Feedback Wait times 89

Hodusoft

JULY 24, 2024

Reduce Waiting Time Some experts think that a business’s average wait time should be less than two minutes. But a new survey found that three out of every five respondents said that they wouldn’t wait for more than a minute. If an organization’s average waiting time is less than a minute, it’s excellent!

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

Hodusoft

SEPTEMBER 20, 2023

Many of them don’t have a few seconds to waste and it can be an excruciatingly frustrating experience for them if they are kept in the dark about how many callers are ahead of them and how long they have to wait for their turn. The contemporary call queue system is engineered to queue incoming calls as per their priority, purpose, and type.

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Interactive Voice Response Wait times call center software Call Center 52

Quiq

MAY 26, 2022

This leads to long wait times to chat with an agent or ineffective chatbots that are little more than glorified FAQ search engines. Don’t prioritize new channels over customer service. Include self-service in your omnichannel strategy. The moral of the story? Pick the right channels for your customers.

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Self service Morale Surveys Customer Service 67

3CLogic

JANUARY 24, 2024

Are they met by long wait times and low-performing agents? Are your agents spending considerable time answering common requests (password resets, case status updates, etc.), potentially limiting their ability to answer complex inquiries and increasing call wait times? Or is the opposite true?

Contact Center 64

Contact Center Virtual Agent Self service Coaching 64

NICE inContact

NOVEMBER 8, 2019

Integrating CXone with Salesforce brings all voice and digital customer interaction channels together with NICE inContact’s global carrier-grade voice channel and intelligent routing engine added to Salesforce digital customer interaction channels. Want proof? Built-in Workforce Optimization (WFO) simplifies agent effort and workspace.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

GetFeedback

AUGUST 16, 2018

Self-Service Metrics. Although customers like talking to your support staff over the phone or via live chat, time and effort are saved on all sides when customers can help themselves. The better your self-service content, the fewer cases you’ll get. Why are bounce rates and time on page important?

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Metrics Customer Service Surveys Self service 79

TMP Direct

APRIL 14, 2021

Chatbots are a great way to offer users real-time, round-the-clock support that moves customers through the sales funnel. Instead of using a chatbot for self-service, it can be used to identify the user’s goal when they call, collect some basic information and then transfer to an agent to handle the actual issue.

Chatbots 52

Chatbots Engineering APIs Wait times 52

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

Enghouse Interactive

SEPTEMBER 3, 2021

Through UC/CC integration, they improved overall communication and collaboration across the organization, from front-line agents to back-office and support teams, to engineers and decision-makers. A recent Metrigy* research study found that 62.8% Locally or globally, location is no longer a limitation.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Hodusoft

SEPTEMBER 12, 2024

At HoduSoft, we engineer specialized, sophisticated, and reliable contact center software solutions and omnichannel CX suites to enable e-commerce companies manage their customers’ data and communication. Long Wait Times This is one of the biggest challenges for e-commerce companies.

Call Center 52

Call Center Interactive Voice Response Management contact center solutions 52

NobelBiz

MAY 7, 2024

By intelligently evaluating agent availability and analyzing call metrics, hybrid dialers optimize call timing and maximize efficiency, enabling call centers to seamlessly balance automated and manual dialing for improved operational performance.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

CSM Magazine

JUNE 22, 2020

Quick-service restaurants, too, benefit from new tools, devices, and applications that improve their efficiency while keeping customer satisfaction high. Today, you’ll find everything from parking lot self-service kiosks to scannable QR codes at quick-service restaurants. Digital Inventory Tracking.

Technology 52

Technology Wireless Wait times Chatbots 52

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72