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. Optimizing Human-Agent Interactions AI enhances CS by supporting customer service agents with real-time tools, helping them resolve issues faster and with greater accuracy.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

TeleDirect

MARCH 14, 2025

By implementing best practices, businesses can improve their first-call resolution (FCR), reduce wait times, and enhance overall customer engagement. A well-trained team, equipped with the right tools and strategies, ensures: Higher customer satisfaction and retention. Efficient issue resolution and improved response times.

Best practices 62

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

Callminer

OCTOBER 11, 2018

Fortunately, there are valuable tools that can help you gain deeper insights, such as speech analytics , to better leverage your data and boost call center performance. If you’re ready to better leverage your data to improve agent performance , it’s time to take a look at some important call center metrics that you might be overlooking.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. Every professional has a set of tools they rely on to work better and accomplish their goals more efficiently. As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand.

Management 98

Management Analytics Feedback Surveys 98

Interaction Metrics

JANUARY 7, 2025

The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an effective CX strategy. Key Pain Points Uncovered: Long Wait Times: Customers were frustrated by delays during peak hours. To watch the recording, click here.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

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

SharpenCX

JUNE 23, 2021

Watch your agent’s efficiency, and see if they have the tools they need to maintain pace with customer demands and keep wait times at bay. But, waiting on hold after you’ve already started talking to an agent can be a major friction point for your customers. . Then, consider how you want to deliver this survey.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

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. Sean McPheat.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

TeleDirect

FEBRUARY 3, 2025

Empower agents with tools to resolve issues efficiently. 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.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

Comm100

NOVEMBER 13, 2022

A Complete Guide of Tools, Tech & Tips. 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. . How to Improve Customer Service.

Customer Service 95

Customer Service Chatbots Best practices Surveys 95

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

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

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

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. Some AI tools even allow agents to analyze the tone used in customer interactions to determine at-risk customers and respond accordingly.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

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. Use collaboration tools to enhance teamwork and information sharing.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

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 Sales 198

CSM Magazine

JANUARY 8, 2025

Understanding HubSpot Customer Service Software HubSpot Customer Service Software is part of HubSpots integrated suite of tools, tailored to help businesses streamline their customer support processes. Actionable Insights With performance tracking and customer feedback tools, you can consistently refine your approach for better results.

Customer Service 52

Customer Service Self service Enterprise Wait times 52

SharpenCX

MAY 10, 2022

Today, companies implement contact center automation tools to meet rising customer expectations and increase the productivity of their human agents. It’s time to embrace the power of contact center automation tools. What Is a Contact Center Automation Tool? What Is a Contact Center Automation Tool?

Contact Center 76

Contact Center Morale call center software Chatbots 76

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. “Automation isn’t just a tool—it’s a strategy for achieving operational excellence in contact centers.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

Balto

MARCH 3, 2025

Organizations that succeed treat automation as a tool to enhance their human workforce rather than replace it, creating a seamless experience where technology and people each play to their strengths. This creates a more efficient workflow and reduces customer wait times.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

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

Callminer

AUGUST 1, 2017

It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform. Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. Compliance missteps occur. Customer service diminishes. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Global Response

MARCH 12, 2025

Customer satisfaction (CSAT): Evaluates customer satisfaction through post-interaction surveys, asking them to rate their experience on a scale. With real-time analytics, call agents can tailor their responses by gathering consumer data across multiple channels and anticipating customer needs before they arise, all while reducing wait times.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

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 26, 2025

Streamlined Appointment Scheduling Efficient appointment scheduling is crucial for reducing patient wait times and minimizing no-shows. Virtual Triage Tools: Automated assessments for non-critical issues. Queue Management: Reduce wait times with virtual queueing and callback options.

Healthcare 62

Healthcare Multi-channel support Consulting Consulting 62

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

Myra Golden Media

APRIL 11, 2023

This involves ensuring that your agents are well-trained, motivated, and equipped with the right tools to confidently deliver bad news, expertly de-escalate and control conversations, all with empathy and connection. Another way to optimize agent performance is by providing them with the right tools and technology.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Playvox

JUNE 28, 2022

In a Zendesk CX survey , 93% of consumers said they would spend more with companies that offered them their preferred way to reach customer service. When evolving into an omnichannel contact center, it’s easy to forget the need to upgrade the tools you use to manage your most expensive, and valuable, resource: your staff.

Contact Center 84

Contact Center contact center solutions Contact center software Quality management 84

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

ProProfs Blog

DECEMBER 12, 2019

Help desk software can efficiently track the right metrics for your business, including new tickets, ticket volumes, ticket distribution, response and wait time, resolution time, backlogs, satisfaction rates, etc. This can help reduce the response/wait times, thereby making your customers happy. Define Your Goals.

Wait times 143

Wait times Metrics Self service Feedback 143

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

CSM Magazine

FEBRUARY 19, 2025

Whether in fine dining establishments or fast-food chains, AI is no longer just a trendit has become an essential tool for restaurant owners looking to stay competitive. Thanks to AI-powered ordering systems, digital menus, and automated processes, long wait times are becoming a thing of the past.

Customer Experience 52

Customer Experience Chatbots Wait times Feedback 52

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 105

Wait times Feedback CRM Surveys 105

CSM Magazine

JANUARY 21, 2025

For example, if your branding promises hassle-free shopping, long wait times or complicated return policies could undermine that. Use automated chat tools to answer common queries instantly. Offer your customer service team the tools, authority, and training they need to resolve issues confidently and efficiently.

Customer Service 52

Customer Service Feedback Wait times Self service 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

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

Fonolo

JULY 27, 2021

Sometimes, a call center is overwhelmed or understaffed, resulting in long wait times. TIP: Smart routing is a great tool for lowering abandon rates. This data is often collected as a survey question, asking customers to rate the service on a scale of 1 to 10. Net promoter score (NPS). Begin with a self-assessment.

Call Center 142

Call Center Abandon rate First call resolution Construction 142