PeopleMetrics

JANUARY 24, 2025

Example: A retail chain uses AI to analyze millions of interactions across its website, stores, and call center. The system maps key touchpoints, identifying friction in digital checkout (CX) and long hold times in the contact center (CS). Example: A software company uses AI to monitor customer behavior.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

Callminer

OCTOBER 11, 2018

But if there is a single sore point: it’s the often-ridiculous wait times. Between waiting for the initial answer and getting transferred, the elevator music is anything but calming. The expectation of waiting is so ingrained in our expectations as customers that we are shocked when we don’t have to wait.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Callminer

APRIL 26, 2017

Set Realistic Customer Expectations : Updated wait times, backlog reports, monitored turnaround – these help set realistic customer expectations [so they’re not expecting resolution in a day, when the standard is, say, a week]. Examples of Improved First Call Resolution. Speech analytics can have a great impact on FCR.

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

Fonolo

OCTOBER 23, 2018

Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note. Despite the clear demand for these services, 55% of consumers find self-service portals difficult to use. Dive Into Your Analytics.

Self service 85

Self service Interactive Voice Response Call Center industry standards 85

Callminer

NOVEMBER 18, 2020

“When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. It’s not always easy to juggle multiple calls as call center agents often do, but it should be a high priority to minimize wait times for customers.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

CSM Magazine

FEBRUARY 14, 2025

Fast service or the right support? 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. Striking the right balance and creating a service experience that works for everyone. The challenge for businesses?

Customer Service 52

Customer Service Wait times Self service Banking 52

Comm100

DECEMBER 7, 2022

The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. In the best chatbot examples, organizations save costs, improve service availability, boost efficiency, and more. Offer self-service to increase support capacity.

Chatbots 97

Chatbots Self service Wait times Customer Service 97

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks. No, that’s not a typo.

Self service 86

Self service Chatbots Contact Center Wait times 86

Comm100

OCTOBER 10, 2022

By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. Reducing repetitive work.

Chatbots 103

Chatbots Customer Service Self service Agent burnout 103

TechSee

JULY 18, 2019

Some examples of high-effort interactions include: Repeat contacts – when agents achieve First Contact Resolution (FCR), it means that they properly addressed the customer’s needs the first time they contacted the enterprise, eliminating the need for the customer to follow up with a second contact to seek resolution.

Customer Experience 207

Customer Experience Wireless Self service Contact Center 207

Fonolo

MARCH 7, 2023

That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available. Movements from the human realm to the self-serve realm is harder. Hats off to the team at Aspect!

Self service 87

Self service Call Center Interactive Voice Response Chatbots 87

CCNG

JULY 17, 2024

These systems can still offer significant benefits, such as reducing wait times and ensuring customers are directed to the appropriate department. Automation has been a part of the contact center for decades, even pre-internet times. Automation for a long time required programming. Let’s take modern chatbots for example.

Contact Center 195

Contact Center CCNG Interactive Voice Response Virtual Agent 195

TechSee

SEPTEMBER 29, 2020

Slash inbound inquiries with self-service. Implement self-service channels to reduce the volume of these requests by enabling customers to help themselves, without compromising service quality. Reduce second-time calls with better FCR. Techniques to reduce call volume.

Call Center 196

Call Center Self service Gamification Contact Center 196

ShepHyken

AUGUST 31, 2018

However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers. Forget IVRs and long wait times. Self-service. Proactive support. suggest ways to work on your case, based on what worked in previous cases.

Self service 187

Self service Chatbots Interactive Voice Response Personalization 187

CSM Magazine

MARCH 27, 2025

Steps to Identify Hidden Inefficiencies Review Historical Contact Data Analyze historical data such as call recordings, ticketing trends, and customer wait times to identify patterns. For example, spikes in call volume related to billing queries could indicate unclear invoicing processes.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time Wait times 52

Zappix

MARCH 19, 2025

People demand fast, seamless, and convenient interactions across multiple touchpoints, including phone, email, chat, SMS, social media, and self-service portals. Single-channel service is now seen as outdated, often leading to long wait times and frustration.

Multi-channel support 52

Multi-channel support Self service Interactive Voice Response Wait times 52

ShepHyken

MARCH 31, 2018

A great example of a positive customer service experience reaching a broad audience is the story of Joshie , a beloved stuffed animal that a young guest left at the Ritz-Carlton Amelia Island. One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar.

Marketing 222

Marketing Customer Service Airlines Self service 222

CSM Magazine

DECEMBER 4, 2024

However, ensuring an exceptional customer service experience for those purchasing or trading gaming skins can be a significant challenge for providers. From long wait times to unresolved disputes, poor service can frustrate customers and lead to lost sales and loyalty. Tutorials on managing accounts or activating skins.

Customer Service 52

Customer Service Wait times Chatbots Self service 52

Global Response

MARCH 12, 2025

Types of analytics: Performance metrics are measured using different approaches, including descriptive, predictive, prescriptive, interaction, speech and text, self-service, and cross-channel analytics. Tracking first-call resolution (FCR) and other metrics, for example, help you pinpoint where agents excel and where they can improve.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Zappix

NOVEMBER 13, 2024

How Digital Engagement Removes Friction Digital engagement encompasses a range of solutions, from visual IVR systems and self-service portals to proactive text and email notifications. Each of these tools is designed to empower customers, reduce waiting times, and minimize human intervention.

Healthcare 52

Healthcare Self service Interactive Voice Response Customer centricity 52

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. For example, if your company offers confidential counseling services, encourage employees to take advantage of this benefit.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Beyond Philosophy

AUGUST 24, 2023

Companies should consider this cost when designing their experiences that require waiting. I got the idea for this topic while waiting in line at the grocery store. At my local market, a self-check-out was installed to reduce our wait times. Ironically, we have to wait to use them.

Banking 195

Banking Coaching Wait times Chatbots 195

CSM Magazine

MARCH 17, 2025

Prioritize Self-Service Options Implementing self-service tools, such as kiosks , online FAQ pages, or automated chatbots, is a cost-efficient way to empower customers while reducing dependence on staff. Why it works: Fewer people need to contact customer service when they can find answers themselves.

Chatbots 52

Chatbots Self service Metrics Wait times 52

Call Design

MAY 14, 2021

For example, an automated attendant would play a message like ‘welcome to ABC company, please press 1 for sales, or 2 for customer service’. An IVR however would be set up to play a similar message, but perhaps with an additional option ‘or press 3 for self-service’. ” The Benefit of using an IVR.

Interactive Voice Response 146

Interactive Voice Response Self service Wait times Banking 146

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. Airbnb website: Wait times are longer than usual right now.

Customer Service 150

Customer Service Airlines Self service Entertainment 150

UJET

APRIL 1, 2020

If there is a frequent, but low urgency issue that is solved with a self-service solution, create the support page and route it through the IVR queue. Accurate Wait Times. Seeing the wait timer can cause immediate customer frustration which can be heightened by the urgency of the request, a stressful situation, and more.

Customer Support 100

Customer Support Wait times Interactive Voice Response voip 100

CSM Magazine

MARCH 27, 2025

Unlike off-the-shelf platforms, these deliver tailored experiences real-time updates, smooth interactions, the works. Picture self-service portals where clients track orders, AI chatbots dishing out instant help, or messaging systems linking straight to company reps. Take client portals as an example.

Chatbots 52

Chatbots Self service Scripts Wait times 52

3CLogic

MAY 31, 2024

Voice self-service has been an integral part of contact center initiatives for years. Although the reason for using self-service options varies from use case to use case, the majority of us — customers, employees, and enterprise leaders alike — agree it's a convenient service channel.

Self service 59

Self service Enterprise Wait times Abandon rate 59

Global Response

MARCH 24, 2025

In this article, well explore what a call center knowledge management system (KMS) is and how it can bridge the gaps between your agents, information storage, and customer service. As self-service systems get smarter, your agents are left to manage more complex customer issues. Its the front line of your business.

Call Center 62

Call Center Management Abandon rate outsourcing 62

NobelBiz

OCTOBER 22, 2024

It is in this regard that contact center managers can trace the key metrics around average call handling time, wait times, call abandonment rates, and customer satisfaction. They drive informed decisions from the data to ensure continuous improvement across operations. Smart routing is a game-changer for inbound call efficiency.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Emphasizing self-service via call deflection allows you to automate customer engagements across sales, support, product info, etc. —

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

TechSee

JULY 9, 2019

However, contact centers should continue to finetune how they engage customers immediately, using voice recognition or simple IVR to determine the nature of their issue, for example. Wasted hold time. If customers must wait on hold, why not make good use of their time? Shoddy self-service.

Call Center 143

Call Center Customer effort Average Handle Time Contact Center 143

Fonolo

AUGUST 17, 2021

Lead by example. As success leaders and call center managers, you need to be an example for your agents. During peak call volume periods, make sure you don’t understaff as this leads to overwhelm for your agents and long wait times for customers. Similarly, during slower call volume times, make sure you don’t overstaff.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Comm100

DECEMBER 16, 2024

Instead of relying entirely on human agents for every interaction, automation tools like AI-powered chatbots, automated ticket systems, and self-service options handle many routine tasks. For example, chatbots are a common tool in customer service automation.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

CSM Magazine

JANUARY 21, 2025

Define Your Brand’s Customer Service Values Your customer service should mirror your brand’s identity and core values. If so, your customer service must emphasize these qualities. For example, if your branding promises hassle-free shopping, long wait times or complicated return policies could undermine that.

Customer Service 52

Customer Service Feedback Wait times Self service 52

CSM Magazine

NOVEMBER 6, 2024

For example, in a coffee shop franchise, customer service team members who enjoy interacting with people can create a friendly, welcoming environment. When customers feel that their time and comfort matter, they’re more likely to view their experience positively and come back.

Customer Service 52

Customer Service CRM Feedback Wait times 52

NobelBiz

APRIL 3, 2023

This makes the contact center business or department inefficient and unable to promptly solve more serious issues by generating long call queues and ramping up the wait time. The basic philosophy of self-service is that individuals should be empowered to achieve their goals rather than relying on contact center agents for assistance.

Self service 52

Self service Contact Center Interactive Voice Response Banking 52