ShepHyken

JUNE 2, 2017

Below are a few great examples of organizations that have completely re-architected the way they think about and interact with customers – and produced a sustainable ROI as a result: The Royal Bank of Scotland integrated their customer data into an always-on customer brain (video).

Wireless 189

Wireless Banking Analytics Call Center 189

Myra Golden Media

MARCH 15, 2018

Once, when I was on hold with Fitbit about a problem with my fitness tracker, the agent said to me, “While we’re waiting, Myra, I’d like to give you some tips on how to care for your Flex band.” That was a smart use of the waiting time because I was having a problem for the second time, with my band. Was This Helpful?

Customer Service 179

Customer Service Upselling Wait times Accountability 179

TechSee

JULY 20, 2021

Unfortunately, this has resulted in industry call centers developing reputations for poor service and long wait times. It establishes a live video stream with the user and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen.

Healthcare 207

Healthcare Technical Support Call Center Wait times 207

Beyond Philosophy

AUGUST 24, 2023

At my local market, a self-check-out was installed to reduce our wait times. Ironically, we have to wait to use them. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! It’s complete madness, and I am quite cross about it.

Banking 195

Banking Coaching Wait times Chatbots 195

Beyond Philosophy

AUGUST 31, 2023

But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! David Meister wrote a paper called “The Psychology of Waiting Lines.”

Wait times 221

Wait times Airlines Call Center Benchmark 221

CCNG

SEPTEMBER 11, 2024

Some common remote contact center workforce optimization strategies include: Right Tools and Technology: Ensure remote agents have access to reliable communication platforms, such as phone or video conferencing systems, and necessary software applications. Harvard Business Review reports a 25% increase in customer retention rates.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

CSM Magazine

SEPTEMBER 26, 2024

Video chat services have emerged as a powerful tool for enhancing customer service, allowing businesses to interact with customers face-to-face in real-time. In this comprehensive guide, we will explore how companies can leverage video chats to transform their customer service approach and deliver exceptional support.

Customer Service 52

Customer Service Technical Support Best practices Surveys 52

CSM Magazine

MARCH 27, 2025

Then theres the toolbox AI chatbots, live chat, video call options. These bring instant answers, slashing wait times and tackling client questions on the spot. Clean layouts, responsive designs that play nice across devices, and clear buttons keep frustration low and usability high.

Chatbots 52

Chatbots Self service Scripts Wait times 52

CSM Magazine

JUNE 21, 2024

One innovative approach gaining traction is the use of LED video walls. This article explores the various aspects of leveraging LED video walls for retail customer service, providing comprehensive insights into their benefits and applications. Enhancing Customer Engagement LED video walls capture attention.

Customer Service 52

Customer Service Self service Sales Wait times 52

CSM Magazine

MARCH 6, 2025

Helpful Resources If your issue doesnt require a live agent, Microsofts chatbot provides intelligent support with links to relevant help articles, videos, and FAQs. Potential Areas for Improvement: While Microsoft Live Chat is generally reliable, there are occasional challenges, including: Wait Times during peak hours.

Virtual Agent 52

Virtual Agent Wait times Chatbots Accountability 52

Global Response

MARCH 24, 2025

They are irritated by long wait times, situations in which they have to repeat themselves, and any difficulty they face in reaching customer support. A KMS reduces the time agents spend searching for information to address customers’ questions, resulting in shorter handle times.

Call Center 62

Call Center Management Abandon rate outsourcing 62

CSM Magazine

MARCH 17, 2025

The result: Better coverage during critical hours, shorter wait times, and streamlined operations all lead to happier customers without overspending. Don’t wait for complaints; jump in and fix problems before they even start. Offer personalized discounts or free upgrades to apologize when things dont go as planned.

Chatbots 52

Chatbots Self service Metrics Wait times 52

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 98

Government Wait times Surveys Accountability 98

Fonolo

AUGUST 17, 2021

During peak call volume periods, make sure you don’t understaff as this leads to overwhelm for your agents and long wait times for customers. Similarly, during slower call volume times, make sure you don’t overstaff. When too many agents are scheduled for a shift, idle time usually increases.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

TechSee

OCTOBER 13, 2020

In fact, remote video support can be provided by technicians – even 3rd party technicians – working from any location: a back office, home (WFH mode), or vehicle (drop and go mode). Techniques to optimize staffing. Each employee only has a certain number of hours in their workday.

Contact Center 202

Contact Center outsourcing Surveys Wait times 202

Comm100

APRIL 9, 2021

Wait times are key to any customer service team. From analysis of our 2021 Live Chat Benchmark Report , we found that live chat teams in banking and financial services have a wait time of 36 seconds. Moreover, average wait times for phone is almost 90 seconds. – Encourage self-serve. – Chatbots.

Benchmark 89

Benchmark Best practices Banking Wait times 89

CSM Magazine

NOVEMBER 17, 2024

UCaaS combines voice, chat, text, video, audio and web conferencing, desktop sharing, and mobile apps to help companies reshape their CX, with tools to enable their service and support teams to provide consistently smooth, rich customer interactions and timely, positive resolutions via customers’ preferred channels.

Enterprise 59

Enterprise Contact Center Chatbots First call resolution 59

ShepHyken

MARCH 20, 2023

Did video kill the radio star? Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic. So the question is, “Will ChatGPT replace the customer support agent?”

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

TechSee

AUGUST 26, 2024

Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. One of the primary benefits of AI is its ability to reduce wait times through AI-driven call routing.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

VirtualPBX

DECEMBER 29, 2020

Our release of major phone plan features like Video Conferencing and Business SMS have been a long time coming. Video Conferencing is arguably our most substantial feature release of 2020. It has been a big year at VirtualPBX, and we’d like to share our 2020 Year in Review with you.

voip 105

voip Enterprise Wait times 105

TechSee

SEPTEMBER 29, 2020

These suggestions often appear as pop-ups, offering agents pertinent knowledge that enables better customer assistance without requiring manual searches or long wait times. For example, AI platforms can present proactive knowledge suggestions to agents while they are on the line or in a chat with a customer. Improve agent utilization.

Call Center 196

Call Center Self service Gamification Contact Center 196

TeamSupport

OCTOBER 21, 2020

With this feature, customers can ask seek support without the frustration of long wait times. While live chat has emerged as a fast channel for solving simple problems, more companies are turning to video technology to assist in solving complex issues. A Picture is Worth a Thousand Words.

Customer Support 98

Customer Support B2B Wait times Chatbots 98

Comm100

MAY 20, 2022

Lower wait times. The instant, real-time nature of live chat satisfies consumers’ need for speed, but it also helps to reduce wait times. This is known as chat concurrency and means that visitors don’t need to experience lengthy wait times as they so often do on the phone. Video and voice chat.

Wait times 95

Wait times Benchmark Sales Personalization 95

ShepHyken

APRIL 24, 2020

Airbnb website: Wait times are longer than usual right now. Remind customers waiting on telephone lines and in chat queues of these instantly available resources. If your business has been hit hard, set clear expectations on customer service telephone lines and provide updates on websites, such as this notice on the?Airbnb

Customer Service 150

Customer Service Airlines Self service Entertainment 150

VirtualPBX

AUGUST 24, 2023

This article explores key trends driving the future of VoIP, including the integration of AI and chatbots, the evolution of video conferencing, and the game-changing impact of 5G technology. These cognitive tools enable intelligent call routing and real-time language translation, bridging global communication barriers.

voip 94

voip Chatbots Healthcare Customer centricity 94

TechSee

NOVEMBER 18, 2022

The holiday season is a busy time for every team, but the unsung heroes of the holiday season are without a doubt the service organization. While everyone else is spending time with family and friends, service teams are hard at work making sure their customer’s holiday plans aren’t interrupted by long wait times or service disruptions.

Best practices 109

Best practices Wait times Consulting Consulting 109

VirtualPBX

JANUARY 19, 2023

It enables better management of call volume, seamless voice and video conferencing , digital call recording, SMS notifications and more. Reduced Wait Times Conversation is one of the most important ways we communicate with each other, so it’s no surprise that resolving customer issues quickly is a top priority for all businesses.

voip 98

voip Customer Service outsourcing Upselling 98

Fonolo

JULY 27, 2021

Sometimes, a call center is overwhelmed or understaffed, resulting in long wait times. Call center agent training can take the form of courses, seminars, videos, and other activities that teach and inform agents about successful work practices. TIP: Smart routing is a great tool for lowering abandon rates.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

Momentum Telecom

FEBRUARY 5, 2025

Understand Teams is powerfulbut its only step one Microsoft Teams does an excellent job consolidating chat, video, and calls. However, it doesnt automatically tell you how many callers are on hold at any given moment, which times see the highest abandoned calls, or how often agents need to transfer calls.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Comm100

MARCH 30, 2021

Serve your customers on live chat, audio & video chat, email, social media, mobile text messaging, and a self-serve knowledge base. Automated messages can also be sent out to customers giving them an approximation of wait time so that they know to expect an answer shortly. Free all-in-one customer engagement platform.

Chatbots 105

Chatbots Education Benchmark Personalization 105

Comm100

JUNE 23, 2022

Audio & Video Chat – Audio & Video Chat allows colleges and universities to remove barriers to a personalized chat experience while delivering remote support. During the COVID-19 pandemic, Dawson College used Audio & Video Chat to host an open house virtually that reached 950 students. Reducing wait times.

Chatbots 97

Chatbots Education Wait times CRM 97

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 ! In addition to reducing wait times, technology in escalation management allows call centers to prioritize high-risk escalations.

Call Center 105

Call Center Management Wait times Contact Center 105

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Thanks to Artificial Intelligence (AI), field service organizations can now make all this a reality.

Enterprise 109

Enterprise Customer centricity Wait times Self service 109

Comm100

NOVEMBER 18, 2021

Phone support is less accessible to students, coupled with anticipated wait times and often limited scheduled availability. It also typically has lower response times because agents can concurrently respond to multiple chats. With the introduction of chatbots, wait times can be eliminated entirely.

Chatbots 92

Chatbots Education Wait times Surveys 92

Talkdesk

DECEMBER 23, 2020

The Spring 2020 rollout of the first and second rounds of the Paycheck Protection Program (PPP) was tarnished by exceedingly high call volumes, excessively high call handling and wait times for small business owners contacting banks for a lifeline.

Banking 126

Banking Real estate Government Contact Center 126

TechSee

FEBRUARY 19, 2024

64% of consumers expect real-time responses from companies. Whereas chatbots promised to eliminate long wait times on the phone and 24/7 service, customers were often left frustrated. Increased Customer Convenience Customers appreciate swift and round-the-clock service.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

Comm100

MAY 16, 2021

According to research conducted by Aircall, 35% of respondents were willing to wait 30-60 seconds for a response via live chat, while only 4% were willing to wait more than 5 minutes. Long wait times are a CX killer, and even a couple of minutes can be too long. . Customers want and expect immediate attention.

Customer Support 89

Customer Support Interactive Voice Response Chatbots Wait times 89