Toister Performance Solutions

JUNE 2, 2022

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey. Are the scores all fair?

Surveys 69

Surveys Customer Service Advertising Wait times 69

LiveVox

MARCH 26, 2019

In a recent survey of 150+ credit union leaders, increasing member wait times was noted as the top member engagement challenge while SMS and website chat were selected as the most desirable new digital challenges. In this blog we’ll explore how the most desired new channels can be used to solve for the most prevailing.

Wait times 40

Wait times Surveys 40

ShepHyken

NOVEMBER 27, 2020

Depending on what you do, it makes sense to look at your processes and pipeline and find ways to reduce customer wait time. You’ll cut down customer wait times, and can offer a bigger variety of goods. But now it’s time to open your ears even further and listen to what your customers have to say.

Customer Experience 398

Customer Experience Wait times Surveys Feedback 398

CSM Magazine

JULY 13, 2022

Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide. About the Survey.

Contact Center 59

Contact Center Surveys Healthcare Abandon Call 59

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Wait times 97

Wait times Feedback CRM Surveys 97

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

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

aircall

DECEMBER 13, 2018

This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? Data in this report comes from a February 2018 survey of 475 U.S. Data in this report comes from a February 2018 survey of 475 U.S. About This Survey.

Surveys 54

Surveys Customer Support B2C CRM 54

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

TechSee

JULY 24, 2023

TechSee’s Visual Journeys integrates easily with your IVR platform to enable businesses to offer visually guided prompts, personalized forms, and surveys during hold periods. By minimizing wait times and personalizing interactions, customers feel valued and appreciated, leading to increased satisfaction and loyalty.

Interactive Voice Response 109

Interactive Voice Response Call Center First call resolution CRM 109

Toister Performance Solutions

JANUARY 23, 2018

The customer experience director proudly announced her company had just implemented a customer service survey. The entire purpose of the survey program was to add another meaningless number to the executive scorecard. The survey was doing nothing to help the company improve customer experience or service. That's great!"

Surveys 53

Surveys Wait times Management Customer Service 53

NobelBiz

DECEMBER 19, 2023

This eliminates the need for customers to be transferred multiple times, reducing their wait times and increasing their overall satisfaction. Ultimately, technology enhances the customer experience by reducing wait times, providing accurate solutions, and prioritizing high-risk escalations.

Call Center 105

Call Center Management Wait times Contact Center 105

CSM Magazine

SEPTEMBER 26, 2024

A recent survey by Which? revealed that poor customer service from energy and broadband companies is costing customers millions of pounds and wasting hours of their time.

Customer Experience 52

Customer Experience Finance Wait times Surveys 52

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. Average wait time. Average wait time is an important metric that is available in the wait time report.

Average Handle Time 96

Average Handle Time Benchmark Wait times Metrics 96

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

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

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

CSM Magazine

OCTOBER 15, 2024

These invaluable insights have been collated from an extensive round of surveys conducted with CX specialists across the UK. Challenges in CX Technology Implementation Many survey respondents feel CX technology is under-supported, often failing to provide a single view of customers across channels.

Customer Experience 52

Customer Experience B2C Wait times Customer retention 52

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

delighted

NOVEMBER 19, 2019

A Salesforce survey found that 53% of customers don’t believe that brick-and-mortar retailers have the “know-how” to deliver a great customer experience. What retail survey questions should you ask? Knowing what to ask is as important as surveying in the first place.

Surveys 40

Surveys Feedback Advertising Wait times 40

CSM Magazine

JULY 24, 2024

The results of a new survey into the customer service industry have been released by CommBox. The survey reveals a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery. state-of-cx-2024-report-consumer-trends.

Customer Service 52

Customer Service Chatbots B2C Surveys 52

Myra Golden Media

APRIL 11, 2023

Another way to implement a data-driven approach is by conducting customer surveys and collecting feedback. This can involve sending post-interaction surveys or conducting focus groups to gain insights into customer needs and preferences.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Comm100

MARCH 14, 2022

In a 2021 survey, nearly 40% of Americans reported experiencing phone wait times of more than five minutes with federal agencies. Live chat is the most effective channel at reducing wait times because chats can be sent and received in real-time, while agents can handle multiple simultaneous conversations.

Government 89

Government Wait times Surveys Accountability 89

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

Fonolo

DECEMBER 13, 2022

Average handle time (AHT): If an agent’s AHT is ten minutes at the start, you could develop a goal to lower it to three minutes, for example. . Customer satisfaction score: Conduct customer surveys through Fonolo’s interactive voice response (IVR) to discover customer satisfaction scores. Some ways to garner feedback include: .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135

CSM Magazine

NOVEMBER 1, 2022

In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time. A personable service agent has a bigger impact on consumer satisfaction than a short wait time. By contrast, consumers with a short wait time were 2.7

Airlines 98

Airlines Wait times Feedback Metrics 98

Fonolo

NOVEMBER 18, 2021

Contact centers measure NPS by giving their customers a survey. NPS surveys entail only one question: How likely is it that you would recommend [Name of Company, Product, or Service] to a friend or colleague? Let customers expand on their feedback by offering a text box with the NPS survey. DON’T treat NPS as a one-time project.

Wait times 87

Wait times Construction Surveys Contact Center 87

Fonolo

OCTOBER 4, 2022

Wait times will decrease. 86% of people surveyed said they would pay more if that price tag came with exceptional customer service. Start with a self-assessment survey for employees, with questions that help to determine where their specialties lie. Customer satisfaction (CSat) scores will improve.

First call resolution 87

First call resolution Contact Center Interactive Voice Response Wait times 87

Hodusoft

JULY 24, 2024

Global multinational consulting company PwC surveyed 15,000 consumers for their ‘Future of CX Report’ and found that one-third of respondents will abandon their most favorite brand following only one bad experience. Reduce Waiting Time Some experts think that a business’s average wait time should be less than two minutes.

Customer retention 52

Customer retention Call Center call center software Interactive Voice Response 52

ProProfs Blog

FEBRUARY 19, 2021

It involves a great effort which is both time-consuming as well as frustrating. The longer their wait time to get their challenge addressed, the more their struggle. . But on the other hand, less wait time indicates efficient customer service and low customer effort. CES = (4+3+8+9+5+7+8+6+1+1)/10 = 52/10 = 5.2.

Customer effort 78

Customer effort Surveys Wait times Customer Support 78

aircall

SEPTEMBER 6, 2021

While customers are looking for an omnichannel experience (where they can contact you in whichever medium they choose), our recent survey shows that phone calls remain the most preferred communication method across all industries: People Still Crave Humanity. Reduce waiting times for customers to feel more important (and less frustrated).

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

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

Toister Performance Solutions

APRIL 27, 2023

There are lots of underhanded ways to improve survey scores without actually improving customer service. One customer service team used the FIT model to improve its SMART goals by doing three things: First, the manager focused attention by reviewing survey feedback on a daily basis and discussing opportunities for improvement.

Self service 99

Self service Surveys Banking Customer centricity 99

Comm100

NOVEMBER 2, 2022

As AHT for chatbots changes over time, it can be used to measure the efficacy of a chatbot. Wait Time indicates how long visitors spend waiting for a live chat session to begin. With chatbots handling the majority of requests, you should see wait times decrease. Customer Satisfaction Rate (CSAT).

Chatbots 93

Chatbots Metrics Average Handle Time Wait times 93

3CLogic

JUNE 18, 2024

SMS engagements for ServiceNow involve integrating a short message service with the ServiceNow platform to enable communications in the form of click-to-text, SMS surveys, or one-way and two-way interactions. 3CLogic SMS messaging for ServiceNow.

Contact Center 59

Contact Center Multi-channel support Surveys Interactive Voice Response 59

CSM Magazine

OCTOBER 21, 2024

Whether you’re running a software development company or a retail business, you need to take the time to listen and engage with your customers. Conduct surveys, gather feedback, and stay attuned to industry trends to get a better idea of what your customers expect from your products or services.

Customer Experience 52

Customer Experience Customer centricity Feedback Surveys 52

Zappix

SEPTEMBER 4, 2024

Orchestrated outreach takes this a step further by automating the timing and delivery of communications based on customer behavior or specific triggers. Whether it’s sending reminders, follow-up emails, or satisfaction surveys, these tools ensure that the right message is delivered at the right time, without requiring manual oversight.

Interactive Voice Response 52

Interactive Voice Response Self service Call Center Wait times 52