Hodusoft

JUNE 19, 2024

Beat Long Wait Times & Misdirected Calls: Skill-Based Routing in Insurance Just imagine yourself as a customer calling an insurance company for some work. As per a study conducted by Accenture, just 27 percent of customers consider their insurance agents to be trustworthy. Read on to know more. What is Skill-Based Routing?

Wait times 52

Wait times Interactive Voice Response Contact center software Contact Center 52

Callminer

AUGUST 1, 2017

Successories motivational posters were part of a study at a call center, and they found office art and motivational posters increase productivity by 33% compared to barren offices. And our studies have shown that constant recognition reinforced with small, cost-effective gifts can increase productivity by 20%.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

TechSee

OCTOBER 13, 2020

According to a 2019 Gartner survey, 19% of service companies already offer these contracts, and another 26% expected to do so within 12 months. Studies show that unplanned downtime, which is caused 42% of the time by equipment failure, amounts to an estimated $50 billion per year for industrial manufacturers.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

Interaction Metrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. Are they frustrated by long wait times?

Surveys 62

Surveys Benchmark Feedback Metrics 62

CCNG

JULY 27, 2022

The good news is that productivity among remote workers is generally on par, and in many sectors, better than their in-office counterparts — 47% more according to one study. Plus, you can draw a clear line of distinction between a shorter AHT and reduced customer wait times. Satisfaction surveys are one solution.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 78

Surveys Feedback Banking Best practices 78

CSM Magazine

DECEMBER 2, 2024

In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service. Clear communication between staff and patients can help set expectations about wait times and the procedures to follow.

Healthcare 52

Healthcare Customer Service Surveys Wait times 52

NobelBiz

NOVEMBER 19, 2024

Why You Need Automation in Your Contact Center In traditional contact centers, repetitive tasks, long wait times, and fragmented processes can lead to inefficiencies, dissatisfied customers, and burned-out agents. Let’s explore 20 contact center automations that can transform your operations.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

Hodusoft

NOVEMBER 27, 2024

Cost Efficiency Depending on what industry you’re in and which study you read, retaining an existing customer could be up to 25 times cheaper than acquiring a new one! As per data , published by Harvard Business Review, acquiring a new customer can cost 5 to 25 times more than retaining an existing one.

Best practices 52

Best practices Contact center software Contact Center Advertising 52

TechSee

SEPTEMBER 29, 2020

Customers will jump at the opportunity to help themselves – 90% of respondents in a Microsoft survey say they expect brands and organizations to offer a self-service option. Reduce second-time calls with better FCR. Reduce the need for followup with next issue avoidance. Techniques to optimize staffing.

Call Center 196

Call Center Self service Gamification Contact Center 196

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. Consider investigating the following when studying this metric: How does agent occupancy compare to their utilization?

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

ShepHyken

JUNE 8, 2023

A confusing checkout process or lack of personalization can be just as hindering to your customer as long customer service wait times or unresponsive mobile websites. Even gaps that we might consider small can cause gulfs in your customer experiences.

Customer Experience 156

Customer Experience Upselling Accountability Feedback 156

Callminer

APRIL 26, 2017

Develop Incentive Programs : Agent incentive plans encourage agents to work harder to resolve issues the first time. 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].

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

Totango

SEPTEMBER 23, 2021

It’s important to note that Totango’s CSAT surveys are transactional, and measure the experience of a specific transaction, engagement or interaction. Like CSAT, NPS segregates a percentage of positive results from survey results to measure an aspect of customer satisfaction. How Do You Measure CSAT?

Surveys 105

Surveys Metrics Benchmark Wait times 105

Spearline

NOVEMBER 30, 2021

According to a recent Qualtrics XM Institute study in the US, . The same Qualtrics study found that more than half (53%) of consumers cut spending after a single bad experience with a company, and 60% of consumers say they would buy more from a company if it treated them better. 2. Have shorter waiting times.

Customer Experience 105

Customer Experience Telecommunications Coaching Call Center 105

NobelBiz

DECEMBER 19, 2023

This eliminates the need for customers to be transferred multiple times, reducing their wait times and increasing their overall satisfaction. Read the case study or watch the video ! By analyzing this data in real-time, they can quickly identify patterns or trends that may indicate areas for improvement.

Call Center 105

Call Center Management Contact Center Wait times 105

Callminer

SEPTEMBER 14, 2020

A business analyst can measure things like wait times, behind-the-scenes troubleshooting and problem resolution rates and adjust call center strategy accordingly. Studies show that customers are happy to spend more when they receive excellent customer service. Time spent waiting. Allan Borch. allan_borch.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

SEPTEMBER 19, 2017

To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Sadly, that’s made it hard to find quality among all the fluff, so we’ve assembled 4 recent reports that we feel are worth your time. Methodology: “[we]… surveyed over 100 customer service leaders.

Call Center 89

Call Center Contact Center B2C Surveys 89

Win the Customer

JULY 31, 2017

For instance, a Marketing Land study found that 74 percent of consumers who have encountered a poor customer service experience with a company were inclined to buy from that company’s competitors’ So, with a single phone call carrying that much weight, why not start by revisiting — and maybe even revamping — your calling system?

Interactive Voice Response 100

Interactive Voice Response Wait times Technology Customer Service 100

Russel Lolacher

JUNE 15, 2021

There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers. I try to do that myself in this blog from time to time too. You call it processing time. The customer sees it as wait time. All good and necessary.

Customer Service 128

Customer Service Journey mapping Surveys CRM 128

Hodusoft

DECEMBER 26, 2024

A study conducted by Microsoft found that 66 percent of customers use at least three different communication channels to contact customer service. Inconsistent communication and long wait times can frustrate customers and lower their satisfaction. ” This quote by noted American author H.

Contact Center 52

Contact Center Contact center software contact center solutions Chatbots 52

Customer Guru

APRIL 17, 2018

According to a study by Walker, customer experience will overtake price and product as the key brand differentiator by 2020. The relationship a company holds with its customers is more than just about improved ratings and reduced service wait times. However, there is a solution to this conundrum too.

Customer Experience 141

Customer Experience Customer advocacy Wait times Marketing 141

Fonolo

SEPTEMBER 4, 2019

A new survey from Call Centre Helper confirms that the reign of 80/20 continues, but there is more to the story. The report surveyed over 250 contact centers, asking questions about how companies are delivering customer service over voice, email, chat, and social media. Were their wait times 30 seconds or 10 minutes?

Service level 57

Service level Surveys Abandon rate Call Center 57

Taylor Reach Group

MARCH 26, 2019

Study after study has indicated that the most important factor in customer satisfaction is Resolution. There is no question that customers are the best source in providing such measurement but surveying customers could become a costly exercise. s business hours and therefore they had to call a second time!!

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

Comm100

JANUARY 11, 2023

Competition is at an all-time high. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times.

Customer Service 98

Customer Service Chatbots Healthcare Wait times 98

ProProfs Blog

MARCH 5, 2019

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. times as many engaged employees as compared to those in customer experience laggards.

Feedback 88

Feedback Customer Experience Abandon rate Call Logging 88

ProProfs Blog

JUNE 26, 2020

Customer Satisfaction Survey. Customer Satisfaction Surveys are used to measure customer satisfaction with the company’s products, services, and brand experience. These surveys measure customer satisfaction scores (CSAT) that help provide valuable insights that can be used to improve your business strategies and customer retention.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Comm100

APRIL 22, 2021

A recent study found that 49% of those aged 33-40 prefer using chatbots as their communication channel when shopping online, and 44% of 45-60 year olds. While every query is important, these common queries are typically of lower value, while taking up a lot of agent time. Efficiency that doesn’t harm quality of service .

Chatbots 98

Chatbots Wait times Education Engineering 98

CSM Magazine

NOVEMBER 27, 2020

The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home. Waiting times.

Wait times 98

Wait times Chatbots Enterprise Banking 98

3CLogic

AUGUST 3, 2021

When it comes to waiting on hold, studies have shown that callers don’t have a ton of time to spare. A recent survey from Arise Virtual Solutions reveals that over 65% of customers are only willing to wait on hold for a maximum of two minutes before hanging up.

Interactive Voice Response 98

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

Outsource Consultants

APRIL 2, 2025

This geographical advantage often results in shorter wait times and higher customer satisfaction rates. US-based call centers offer: Faster response times thanks to timezone alignment. A Deloitte study found that 68% of businesses consider industry-specific knowledge a top factor when choosing a call center partner.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

Noble Systems

JULY 8, 2019

According to studies conducted by Frost & Sullivan, customers will interact with companies on an average of nine different channels. In fact, 70% of those recently surveyed in a Frost & Sullivan report indicated that the number of voice calls has increased. This will help to reduce wait times. Staff appropriately.

Interactive Voice Response 73

Interactive Voice Response Contact Center Multichannel Scripts 73

Nicereply

JANUARY 23, 2023

Studies show that focusing on creating a great customer experience reduces customer churn, creates l oyal customers , and increases customer engagement. For example, if 100 people responded to an NPS survey with 50 Promoters, 20 Detractors, and the rest Passives, the Net Promoter Score would be 30 (because 50-20 = 30). NPS solves this.

Metrics 98

Metrics Customer effort Surveys Feedback 98

Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more. Image by Retently.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Comm100

APRIL 26, 2022

Government phone support often sees citizens frustrated by long wait times and outdated systems. Today’s consumers now want to connect using live chat – 75% of survey respondents prefer it over any other channel and 73% of consumers say live chat is the most satisfying way to communicate with a business.

Government 98

Government Wait times Healthcare Employee engagement 98

Inbenta

OCTOBER 6, 2022

Unanswered phone calls, emails, long wait times, and refunds impact your profitability. We understand how difficult it is to run and manage a business during these times. 33% of surveyed customers want to solve their problems in the shortest time possible. As a business owner, you make tough decisions.

Customer Support 98

Customer Support Interactive Voice Response Chatbots Self service 98

Comm100

NOVEMBER 13, 2022

In a 2021 report, 70% of agents surveyed reported feeling overwhelmed. One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . This meant a shift away from efficiency metrics towards agent wellbeing.

Customer Service 97

Customer Service Chatbots Best practices Surveys 97