Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they?

Customer Service 470

Customer Service Consulting Consulting Wait times 470

PeopleMetrics

JANUARY 23, 2025

Example: A retail chain sees declining CSAT scores for its online checkout process. Example: A telecom provider notices low CES scores in its contact center. AI identifies long hold times as the primary driver of effort and recommends reallocating staff during peak hours to reduce wait times.

Metrics 118

Metrics Surveys SaaS Wait times 118

TeleDirect

DECEMBER 25, 2024

Reduced wait times, even during peak hours or unexpected surges in demand. Improved Customer Satisfaction When customers receive timely and effective assistance, their satisfaction increases. Improved Customer Satisfaction When customers receive timely and effective assistance, their satisfaction increases.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

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

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

TechSee

OCTOBER 17, 2024

Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for successful implementation. This can strain support teams, lead to long wait times, and increase the risk of customer churn.

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109

ShepHyken

SEPTEMBER 3, 2021

For example, around 20-30% of call volume in any contact center has unresolved issues, and over 60% of First Caller Resolution (FCR) attempts fail due to an agent’s inability to access the right data. . A customer experience management platform provides the ideal environment for CX agents to remain efficient and productive.

Customer Experience 373

Customer Experience Management Contact Center Engineering 373

CSM Magazine

FEBRUARY 6, 2025

For example, your vision could be to deliver timely, efficient, and empathetic service, or to make customers feel valued and understood.Your vision acts as the foundation for your roadmapping process, guiding every decision and initiative. Is your primary goal to reduce response times in live support channels?

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

Beyond Philosophy

NOVEMBER 11, 2014

Here are some great examples from different environments of working with natural tendencies to achieve a desired outcome: An American football coach named Tony Dungy propelled one of the worst teams in the NFL to the Super Bowl by focusing on how his players habitually reacted to on-field cues. The Power of Habit.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

TechSee

NOVEMBER 27, 2024

Lead by example, demonstrating a commitment to delivering exceptional customer experiences. Additionally, AI-powered agents can offer instant responses to common queries, and robust AI agents can provide no-wait Tier 2-level service automation. This reduces wait times and improves overall efficiency.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Comm100

DECEMBER 7, 2022

In the best chatbot examples, organizations save costs, improve service availability, boost efficiency, and more. With so many ways for chatbots to improve customer service, in this blog we’ll look at four of the most effective chatbot examples across multiple industries.

Chatbots 97

Chatbots Self service Wait times Customer Service 97

3CLogic

MARCH 27, 2025

2 High call volumes and long wait times Limited staffing and increasing demand for services result in frustrating delays for citizens seeking assistance. Faster resolutions, reduced wait times, and more personalized service at a lower cost. The result?

Government 96

Government Self service contact center solutions Contact Center 96

Comm100

OCTOBER 10, 2022

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. So let’s jump straight in to our first chatbot example. For the first of our chatbot examples, we’ll look at Tangerine Telecom in Australia. Reducing repetitive work.

Chatbots 103

Chatbots Customer Service Self service Agent burnout 103

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

MARCH 14, 2018

The wait time is 45 minutes.” For example, what else could you say instead of “It’s not my department” that won’t upset a customer? Customers want to see you at least make an attempt to help them. “We We won’t do that.” Almost the same as can’t, but more emphatic. Still, make the attempt to find a solution.

Wait times 286

Wait times Customer Service Personalization Management 286

VirtualPBX

SEPTEMBER 28, 2023

In this blog post, we will explore three call center dashboard examples that empower managers with the insights they need to excel in this critical role. Agent Performance Metrics: Real-Time Dashboards offer a comprehensive overview of agent performance, enabling managers to identify top performers and those who may need additional support.

Call Center 98

Call Center Abandon rate Abandon Call First call resolution 98

JustCall

FEBRUARY 24, 2025

It perceives its environment, makes decisions, and takes actions without waiting for direct instructions. For example, a non-agentic AI might suggest an email response based on your past messages, but an agentic AI could draft the email, send it, and follow up if theres no reply all without you lifting a finger.

Healthcare 40

Healthcare Chatbots Real estate Scripts 40

ShepHyken

DECEMBER 21, 2016

I bring up the holidays as an example when many companies ramp up their customer service. Last year Walmart recognized a big “friction point” with customers was waiting in long lines to check out, so they made a public statement that they would staff all checkout lanes to help make the wait shorter. Or a product launch.

Customer Service 263

Customer Service Wait times Sales Customer Support 263

Beyond Philosophy

SEPTEMBER 13, 2024

Consider examples like long call center wait times blamed on “high call volume” or companies deflecting responsibility for faulty products or order issues by passing the buck to manufacturers. Real-world examples of excuses versus reasons in customer experience. It got him thinking about excuses and why people make them.

Wait times 195

Wait times Call Center Accountability Personalization 195

Connect

OCTOBER 15, 2024

For example, if your customer service team experiences delays trying to access vital information due to network issues, response times lengthen, resulting in dissatisfied customers. Faster response times and accurate information lead to reduced wait times, contributing to a more satisfying experience for customers.

Customer Experience 84

Customer Experience Morale Cloud contact Wait times 84

Call Design

FEBRUARY 19, 2025

No matter how good your forecasting is, there are always going to be times when demand is greater than what you had predicted, and you dont have enough staff to handle the workload. Staff may struggle to keep up with the influx in calls resulting in longer wait times for customers and potential frustration on both ends.

Virtual Agent 88

Virtual Agent Wait times Advertising Time management 88

CSM Magazine

FEBRUARY 14, 2025

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. With 75% of older customers saying they would leave due to long wait times, businesses must prioritise fast resolutions through AI-powered agent assist and automation.

Customer Service 52

Customer Service Wait times Self service Banking 52

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

ShepHyken

NOVEMBER 11, 2019

These examples focus primarily on supermarkets but the thinking behind them could easily be applied to other retail businesses. The example in the article is about a supermarket. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. It’s set by the best service they have ever had.

Customer Service 231

Customer Service Customer centricity B2C B2B 231

Return Customer

JANUARY 31, 2025

For example, using Couriers Texas can speed up returns or deliveries, improving service by cutting down wait times. It keeps track of every interaction with customers, from the first time they contact you to any follow-up conversations. Responsiveness is about quickly handling customer inquiries and complaints.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

Beyond Philosophy

AUGUST 31, 2023

The idea behind this first area is if you have customers waiting for 15 minutes, how can you make it not feel like 15 minutes? For example, an airline’s waiting lounge plays the news. These last two examples seem outdated today since most people will probably pull out their phones while waiting.

Wait times 221

Wait times Airlines Call Center Benchmark 221

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. There is no measurement of it.

Banking 195

Banking Coaching Wait times Chatbots 195

Beyond Philosophy

JULY 11, 2019

For example, pretend that you are out with friends and need to pick a restaurant. One of the things this example shows is that as a restaurant owner, it doesn’t matter how good your restaurant is. It also doesn’t matter how close it is to various locations or how short the wait time is either.

Consulting 297

Consulting Consulting Benchmark Advertising 297

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

ShepHyken

JANUARY 10, 2020

He shares a couple of examples about how companies have used lying and “Fake news” to turn customers into fans. Do you believe statements like “Your call is important to us” or “Due to higher than expected call volume, your wait time is longer than normal”? Sadly, companies lie to customers all the time.

Advertising 250

Advertising Wait times Marketing 250

ShepHyken

NOVEMBER 15, 2017

Eventually, after various prompts and a short wait time, he was connected to a customer service rep who introduced herself by her first name and asked to whom she was talking to. Bob’s story is an example of a ridiculous Moment of Misery. He replied, “Bob,” which is how he always introduces himself.

Wait times 206

Wait times Accountability Customer Service Personalization 206

ShepHyken

MARCH 16, 2021

For example, the waiting room in a doctor’s office could be renamed as the reception area, implying a different experience from just waiting in a room. Words are very powerful in shaping the perception of the customer experience.

Healthcare 219

Healthcare Wait times Education Customer Service 219

CSM Magazine

DECEMBER 4, 2024

From long wait times to unresolved disputes, poor service can frustrate customers and lead to lost sales and loyalty. Implementing AI-powered support systems like chatbots or live assistants can minimize wait times and ensure prompt resolutions.

Customer Service 52

Customer Service Wait times Chatbots Self service 52

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

Callminer

MARCH 23, 2020

In the following examples, we will look at 5 different ways to calculate service levels and see how they offer different results. For this example, we will limit the time threshold to 30 seconds. In our example, this is ((860)/1000))*100% = 86%. 5 Calculations for Call Center Service Levels. 60 calls were abandoned.

industry standards 207

industry standards Service level Call Center Metrics 207

Beyond Philosophy

JUNE 20, 2024

For instance, happy hours, when food and drinks are much cheaper during a specific time, are an example of dynamic pricing. This example brings the price down to increase demand for an abundant supply. Another example of dynamic pricing is airline prices. The strategy is to get more people in a bar when it isn’t busy.

Airlines 195

Airlines Customer centricity Wait times Education 195

Fonolo

SEPTEMBER 2, 2021

Long wait time is the most common reason for call abandonment. Service level measures the number of inbound calls answered within a certain time frame. For example, your call center might strive to answer all calls within 30 seconds. Average Handle Time (AHT). Service level (SLAs).

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142