Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. When I see results from customer service satisfaction surveys that are unfavorable, I know the culprit is probably due to long wait times…”. Say, ‘I don’t know.’

Contact Center 345

Contact Center Call Center Gamification Wait times 345

ShepHyken

MARCH 31, 2018

Simply put: nobody wants to wait nearly eight hours for a response to their complaint in the lightning-fast world of social media. Regardless of social media channel, reaction time is paramount. Social Bakers released a study that found the average wait time on social media is nine hours.

Marketing 226

Marketing Customer Service Airlines Self service 226

Fonolo

FEBRUARY 20, 2020

Now that consumers are aware that the technology exists to prevent long wait times, they're far less likely to be understanding when a business isn't using that solution. This white paper explores key areas that are sure to shake up the industry. callcenter #trends Click To Tweet. Or be prepared to lose them!

Contact Center 101

Contact Center Call Center Wait times Technology 101

ProProfs Blog

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Customer Service Statistics. Live Chat Response Time/Wait Time Statistics. Live Chat Response Time/Wait Time Statistics.

Wait times 135

Wait times Customer Support Transportation Sales 135

VocalCom

JUNE 24, 2020

Gartner reveals that 91% of organizations are planning to deploy AI within the next three years and that by 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%. Technology is now the glue that is holding the digital economy together.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Serenova

DECEMBER 13, 2019

They have to handle calls quickly to keep wait times down. Because of improved self-service, customers often resort to calling the contact center only when they have complicated issues or have been frustrated by other channels. And 59% said the same of long wait times.

Contact Center 53

Contact Center Customer Service Wait times Surveys 53

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times?

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62