Beyond Philosophy

MAY 7, 2021

Manage customer wait times. We did a podcast on this topic, too, which gets into the effect of customer wait times on their perception of experience. Wait times are an objective part of the experience that you can affect with good design. (Or, depending on the segment, might be back every night.

Customer Experience 444

Customer Experience Wait times Consulting Consulting 444

ShepHyken

NOVEMBER 5, 2024

Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs. Personalization is crucial in creating amazing customer experiences.

Customer Service 183

Customer Service Wait times Self service Technology 183

TeleDirect

JANUARY 7, 2025

Sign #2: Customer Complaints About Service Quality Are Increasing When customers start complaining about long wait times, unresponsive support, or unresolved issues, its time to rethink your customer service strategy. Reduces wait times by ensuring adequate staffing during peak hours. High rates of abandoned calls.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

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. Doing so is the best way to retain the loyalty of those clients you’ve worked so hard to secure. Here are some tips.

Customer Experience 398

Customer Experience Wait times Surveys Feedback 398

TeleDirect

DECEMBER 25, 2024

Reduced wait times, even during peak hours or unexpected surges in demand. Improved Customer Satisfaction When customers receive timely and effective assistance, their satisfaction increases. Round-the-Clock Availability Customers value businesses that are accessible whenever they need assistance.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

ShepHyken

MAY 30, 2023

2 to manage the wait time new patients experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Slutsky has masterfully used option No. How do you handle the friction points in your business to provide a frictionless customer experience?

Wait times 398

Wait times Marketing Customer Experience Customer Service 398

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they?

Customer Service 470

Customer Service Consulting Consulting Wait times 470

CCNG

MARCH 12, 2021

Wait times have become extended due to high call volumes and lack of staffing, and consumers found almost every channel they interacted with to be more difficult than before. Low customer effort drives brand loyalty and reduces cost. The past year has been difficult for contact centers.

Customer Service 370

Customer Service CCNG Self service Contact Center 370

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

ShepHyken

DECEMBER 23, 2020

The hold time consists of music interrupted by the occasional recording that claims, “Your call is very important to us. Due to heavy call volume, you may experience longer than usual wait times. The next available agent will be with you shortly.”. Now, how long is “shortly?” Two minutes? Five minutes? Or fifty-five minutes?

Customer Service 316

Customer Service Entertainment Wait times Customer Support 316

TeleDirect

MARCH 20, 2025

Prioritize VIP customers or repeat callers to reduce wait times. Reduce Wait Times with Efficient Staffing Long wait times frustrate customers and can harm your brands reputation. Efficient staffing helps balance call volume and minimizes customer waiting.

Call Center 62

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

Outsource Consultants

MARCH 14, 2025

AI in Healthcare CX: Smarter, Faster, and More Compliant Healthcare organizations have embraced AI tools like virtual assistants, chatbots, and real-time agent support to dramatically reduce wait times, improve accuracy, and deliver personalized patient interactionsall without sacrificing compliance.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

ShepHyken

SEPTEMBER 3, 2021

This would allow your organization to provide high-quality customer service in the form of higher FCR rates, lower average wait times, and better service quality. . A customer experience management platform provides the ideal environment for CX agents to remain efficient and productive.

Customer Experience 373

Customer Experience Management Contact Center Engineering 373

Global Response

DECEMBER 9, 2024

Call center outsourcing during busy seasons can reduce wait times, enhance call quality, and provide more tailored customer service. Finding the ideal outsourcing call center partner can help you scale for seasonal trends, plan for required support, train agents, and monitor and evaluate real-time performance.

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

Beyond Philosophy

NOVEMBER 11, 2014

When the Marriot Marquis in Times Square, NYC introduced a new $11m smart elevator system to deal with elevator long wait times they ended up totally confusing and frustrating people.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

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

PeopleMetrics

JANUARY 23, 2025

AI identifies long hold times as the primary driver of effort and recommends reallocating staff during peak hours to reduce wait times. Example: A telecom provider notices low CES scores in its contact center. This targeted action leads to measurable improvements in CES.

Metrics 118

Metrics Surveys SaaS Wait times 118

Beyond Philosophy

NOVEMBER 6, 2017

The first is unacceptable wait times. Now, whether that means being on hold on the phone for more than a couple of minutes, waiting several hours or even days for a response to their email, or simply never receiving that call back they were promised when they logged a query on your website, excessive wait times are a serious no-no.

Contact Center 278

Contact Center Wait times Call Center Customer Experience 278

ShepHyken

MARCH 14, 2018

The wait time is 45 minutes.” Customers want to see you at least make an attempt to help them. “We We won’t do that.” Almost the same as can’t, but more emphatic. Still, make the attempt to find a solution. Your call is very important to us. Apparently, the call is not really that important. Does anyone like to be told no?

Wait times 286

Wait times Customer Service Personalization Management 286

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. Train staff on empathic communication and issue escalation.

Customer Service 83

Customer Service Journey mapping Wait times Self service 83

CSM Magazine

MARCH 3, 2025

Proactive Notification : FedEx often resolves delays or issues before customers reach out, sending timely updates via email or text. Wait Times : During peak periods, such as holidays, phone support wait times can be longer than expecteda frequent pain point for customers needing urgent assistance.

Customer Service 52

Customer Service Wait times Self service Feedback 52

Call Design

FEBRUARY 19, 2025

Staff may struggle to keep up with the influx in calls resulting in longer wait times for customers and potential frustration on both ends. If this continues for a prolonged period, its also likely to lead to increased absenteeism as staff take time off to recover from the stress.

Virtual Agent 88

Virtual Agent Wait times Advertising Time management 88

TeleDirect

MARCH 14, 2025

Reduced wait times and improved customer satisfaction. Handling of urgent requests, troubleshooting, and crisis management at all times. Lower call abandonment rates due to shorter wait times. A 24/7 call center ensures: Immediate response to customer inquiries. Quality assurance programs to ensure consistency.

call center solutions 62

call center solutions Call Center Multi-channel support Abandon rate 62

TechSee

NOVEMBER 27, 2024

Additionally, AI-powered agents can offer instant responses to common queries, and robust AI agents can provide no-wait Tier 2-level service automation. This reduces wait times and improves overall efficiency. This frees up human agents to focus on providing empathetic support when needed.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

TechSee

OCTOBER 22, 2024

This not only saves time and money but also reduces the environmental impact associated with unnecessary travel. Sophie AI’s ability to deliver self-guided installations and resolutions enhances customer satisfaction by reducing wait times and increasing convenience.

Technology 109

Technology Enterprise Wait times Customer Experience 109

TechSee

OCTOBER 17, 2024

This can strain support teams, lead to long wait times, and increase the risk of customer churn. Some of the most prevalent issues include: High Call Volumes and Complex Troubleshooting: Industries with intricate products or services often grapple with a deluge of customer inquiries and complex troubleshooting processes.

First call resolution 109

First call resolution Telecommunications Wait times Feedback 109

CSM Magazine

MARCH 3, 2025

The strategy minimizes waiting times, increases solution rates, and maximizes resource utilization. Real-Time Analytics and Reporting Using data for decision-making is the most significant advantage of cloud solutions. Dashboards are customizable for enterprises with critical performance metrics (KPIs) aligned with goals.

Cloud contact 52

Cloud contact Contact Center Multi-channel support Wait times 52

CX Accelerator

MAY 25, 2022

And, as I am sure you already know, this may lead to longer wait times, more generic canned replies, less fully answered questions and resolved problems. Deliberate decisions were made to make sure that the communication channels are easy to access and actually work to get messages from customers to the support teams.

Customer Support 316

Customer Support Wait times Self service Best practices 316

CSM Magazine

DECEMBER 5, 2024

The transition from an on-premise Interactive Voice Response (IVR) solution to NICE CXone has addressed issues such as poor customer experience, long wait times, and fragmented service channels at Great Southern Bank.

Banking 52

Banking Interactive Voice Response Customer Experience Wait times 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

ShepHyken

APRIL 5, 2022

There are obvious issues that companies need to fix to solve customer dissatisfaction: wait time, ease of use, and segmentation. Wait time – If the search, shopping, and buying experience take longer than expected, it creates a problem for the customers. Make sure that your customers come back for the right reasons.

Wait times 174

Wait times Customer retention Marketing Customer Experience 174

Beyond Philosophy

SEPTEMBER 13, 2024

Consider examples like long call center wait times blamed on “high call volume” or companies deflecting responsibility for faulty products or order issues by passing the buck to manufacturers. It got him thinking about excuses and why people make them. These situations highlight the commonality of excuses in everyday interactions.

Wait times 195

Wait times Call Center Accountability Personalization 195

PeopleMetrics

JANUARY 24, 2025

The system identifies three common issues: confusing menu options (CX), long wait times for delivery (CS), and inconsistent order accuracy (CS). AI predicts that improving delivery times will drive the largest increase in satisfaction and loyalty, helping the chain allocate resources effectively.

Customer Service 118

Customer Service Chatbots Journey mapping Feedback 118

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. A: FCR reduces the need for follow-up calls, saving time for both customers and agents while increasing customer satisfaction.

Call Center 62

Call Center Customer Service First call resolution outsourcing 62

ShepHyken

JANUARY 18, 2019

Let’s say that you find that although each support interaction is handled by a human, the wait times for the customers are higher than they should be, which is negatively affecting your retention rates. Would you believe they actually cared about how the experience was? Would you ever use that airline again?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247