Fonolo

OCTOBER 11, 2022

After-call surveys give you rich insights into your call center’s day-to-day operations. They’re kind of like customer satisfaction surveys, except they’re sent to a customer immediately after an agent-customer interaction. Why does the immediate timing matter? After-call surveys are similar. Long wait time.

Surveys 99

Surveys Call Center Interactive Voice Response First call resolution 99

ShepHyken

FEBRUARY 8, 2019

In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. CSAT surveys are critical in determining challenges that your customers are facing so that you may improve the customer experience. If they feel disgruntled enough, they may decide to provide a survey.

Feedback 250

Feedback Customer Experience Abandon rate Surveys 250

TeleDirect

MARCH 20, 2025

Prioritize VIP customers or repeat callers to reduce wait times. How to Gather Feedback: Conduct post-call surveys to gauge satisfaction. Reduce Wait Times with Efficient Staffing Long wait times frustrate customers and can harm your brands reputation. Monitor online reviews and social media comments.

Call Center 62

Call Center Multi-channel support Customer Service First call resolution 62

Comm100

MARCH 13, 2023

Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide. The survey also asked students how they want to be engaged and supported during the pre-enrolment phase, ranking top support factors, preferred communication channels, and speed expectations.

Chatbots 96

Chatbots Surveys Education Wait times 96

Comm100

MARCH 7, 2023

It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all. Surveying current higher education students in North America, we asked students how they want to be engaged and supported during the pre-enrolment phase. How do they feel about personalization?

Surveys 90

Surveys Education Wait times Chatbots 90

CSM Magazine

FEBRUARY 6, 2025

For example, if you find that post-purchase inquiries frequently lead to long wait times, you might prioritize adding AI-powered chatbots to respond instantly to FAQs. Set Clear Milestones for Progress Set specific, measurable milestones to ensure progress over time. Month 6 Measure results via CSAT and NPS surveys.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. Would you ever use that airline again?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

3CLogic

MARCH 27, 2025

According to NASCIOs 2024 State CIO Survey, IT consolidation and centralization are top priorities for 49 state CIOs, underscoring the importance of integrated, seamless digital service management. 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

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

TeleDirect

MARCH 14, 2025

By implementing best practices, businesses can improve their first-call resolution (FCR), reduce wait times, and enhance overall customer engagement. Enable real-time call monitoring to identify areas of improvement. Reduce Customer Wait Times Long wait times are a major cause of dissatisfaction.

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

PeopleMetrics

JANUARY 24, 2025

It can analyze survey comments, social media posts, in-depth customer interview transcripts and support tickets to uncover pain points in both CX and CS. The system identifies three common issues: confusing menu options (CX), long wait times for delivery (CS), and inconsistent order accuracy (CS).

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

Interaction Metrics

JANUARY 7, 2025

Key Pain Points Uncovered: Long Wait Times: Customers were frustrated by delays during peak hours. How Starbucks Addressed the Issues: Mobile Ordering: A new app allowed customers to order and pay ahead, minimizing wait times and streamlining service. Results: Wait times improved, increasing customer satisfaction.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Return Customer

JANUARY 31, 2025

For example, using Couriers Texas can speed up returns or deliveries, improving service by cutting down wait times. You can do this by sending emails asking for reviews after they buy something, giving small rewards for filling out surveys, or simply having easy-to-find feedback forms on your website.

Customer Service 67

Customer Service Feedback Wait times Chatbots 67

ShepHyken

MAY 18, 2018

Surveys of customers frequently show that customers are usually willing to pay more for a product if the brand provides superior service. Time is extremely precious for most of us, so reducing the amount of time your customers wait for a product or a service is extremely valuable to many — if not most — of your customers.

Advertising 198

Advertising Surveys Feedback B2B 198

CCNG

MAY 10, 2023

You encountered a message from an organization stating due to higher-than-expected call volumes, your wait times will be longer than usual. You waited longer than a few minutes for an answer to a simple question. ENGAGE YOUR CUSTOMERS BY TALKING WITH THEM, NOT SURVEYING THEM. Bad customer service is our new normal?

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

TeleDirect

DECEMBER 22, 2024

How to Measure: CSAT = (Number of Satisfied Customers / Total Survey Responses) 100 4. Why It Matters: High abandonment rates suggest long wait times or poor IVR (Interactive Voice Response) design, leading to customer frustration. How to Measure: NPS = Percentage of Promoters – Percentage of Detractors 5.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

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

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

CCNG

JULY 27, 2022

Plus, you can draw a clear line of distinction between a shorter AHT and reduced customer wait times. One way to gauge customer satisfaction is using surveys that contain OSAT related questions, such as “What was your overall satisfaction with the experience?” Satisfaction surveys are one solution.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

TeleDirect

FEBRUARY 3, 2025

Use automated workflows to reduce wait times. Keep Response Times Short and Minimize Hold Times Long hold times frustrate customers and decrease satisfaction. Use post-call surveys to gather insights. Q4: How can businesses reduce customer wait times?

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Fonolo

AUGUST 10, 2021

Having both short-term and long-term goals can help agents sharpen their customer service skills while tracking your overall progress over time. You might set goals that include: Earning a high average score on a customer satisfaction survey. Improving inbound call wait times. DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Beyond Philosophy

MARCH 7, 2024

Emotions are why people will say one thing on a survey and, in real life, do something else completely. The survey responses came back that people wanted the option to get a salad. Most likely, the respondents didn’t even know what they wanted to eat at Disney, or they did know but didn’t want to say so on a survey.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Survey tools, for instance, enable businesses to gather structured data through questionnaires, measuring metrics like NPS, CSAT, and CES.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

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

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. Here are some tried-and-true methods of optimizing a field service technician’s time. Improve scheduling with AI. Techniques to optimize staffing.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

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

GetFeedback

MAY 23, 2019

The equation being: number of satisfied customers (4 and 5)/number of survey responses x 100 = percent of satisfied customers. On the rating system, people who select 9 or 10 on the NPS survey are considered Promoters, people who select 7 or 8 are Passives, and people who select 6 or below are Detractors. Creating positive outcomes.

Surveys 123

Surveys Metrics Accountability Wait times 123

Win the Customer

MARCH 22, 2018

Long Wait Times. Dealing with seemingly endless wait times is another common customer complaint — and it’s likely one you’ve experienced firsthand many times over. After recently surveying more than 1,500 U.S.

Customer Service 144

Customer Service Wait times Surveys Customer Support 144

TeleDirect

MARCH 26, 2025

Streamlined Appointment Scheduling Efficient appointment scheduling is crucial for reducing patient wait times and minimizing no-shows. Queue Management: Reduce wait times with virtual queueing and callback options. Patient Satisfaction Surveys: Gather feedback to identify areas for improvement.

Healthcare 62

Healthcare Multi-channel support Consulting Consulting 62

Interactions

FEBRUARY 6, 2025

According to the McKinsey survey of more than 8,500 insurance consumers , six in 10 customers switch channels pre-purchase. Digital channels didnt fare well in the survey either. These survey results point to a preference for live agents and a high potential for poor customer experiences.

Self service 62

Self service Average Handle Time Surveys Contact Center 62

TechSee

JULY 20, 2021

Unfortunately, this has resulted in industry call centers developing reputations for poor service and long wait times. According to a survey by PwC’s Health Research Institute , 49% of healthcare executives said revamping the patient experience is one of their organization’s top three priorities over the next five years.

Healthcare 207

Healthcare Technical Support Call Center Wait times 207

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. Another survey conducted by Deloitte revealed that only 11 percent of customers trust their insurance agents and brokers. Read on to know more. Some of those are: 1.

Wait times 52

Wait times Interactive Voice Response Contact center software Contact Center 52

Toister Performance Solutions

OCTOBER 8, 2020

The experiments showed that saying "thank you" instead of "I'm sorry" when a customer experiences a delay or another minor service failure can increase customer satisfaction and improve survey participation rates. Far more guests completed the survey when they were thanked. The first study was published in 2018 by Yanfen You.

Advertising 112

Advertising Surveys Customer emotions Wait times 112

ShepHyken

AUGUST 12, 2022

According to a survey, around 52% of customers are willing to pay more for a better customer experience. . One of the best ways you can reduce customer service tickets and improve CX is by creating customer self-service solutions.

Customer Support 183

Customer Support Self service Journey mapping Wait times 183

TeleDirect

MARCH 15, 2025

Faster Response Times and Reduced Call Handling Delays Domestic call centers operate in the same time zones as your customers, leading to: Faster response times and shorter wait times. More efficient first-call resolution (FCR). Better customer satisfaction and loyalty.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

Taylor Reach Group

FEBRUARY 6, 2020

I regularly receive surveys from our regional healthcare provider, owner of all local hospitals and many medical offices. But I never see improvement in our wait time, which is the concern I score as “very poor” nearly every time. I seldom take the time to fill these surveys out anymore.

Surveys 118

Surveys Healthcare Feedback Wait times 118

CCNG

SEPTEMBER 11, 2024

Optimizing Remote Workforce The shift towards remote work in contact centers is here to stay, with CCW Digital Surveys indicating that 68% of contact centers plan to maintain remote work post-pandemic due to increased agent productivity. Real-time analytics empower contact centers to make data-driven decisions in the moment.

Contact Center 195

Contact Center Technology CCNG First call resolution 195