Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Toister Performance Solutions

JUNE 24, 2021

It wasn't until 2011 that In-N-Out opened it's first Texas location. It's not a perfect metric. For instance, it doesn't control for the length of time a location has been open. Since Whataburger has a 61 year head start on In-N-Out (1950 vs. 2011), Whataburger would seem to have the advantage here. It didn't matter.

Wait times 101

Wait times Customer Care Metrics Marketing 101

Comm100

FEBRUARY 1, 2023

Lower wait times and faster issue resolutions Research shows that digital channels like live chat are overtaking phone support in popularity, and especially among Gen Z and Millennials. This means that agents can handle multiple chats at once compared to phone calls where only one conversation is possible at a time.

Education 93

Education Wait times Personalization Surveys 93

Comm100

MARCH 27, 2023

During non-peak periods, the additional support capacity that chatbots provide allows faster resolutions to student queries and reduced wait times. For requests handled entirely by chatbots, students see no wait times, as a single chatbot can respond to an unlimited number of simultaneous chats with no delay.

Education 67

Education Chatbots Wait times Surveys 67

Comm100

NOVEMBER 13, 2022

This meant a shift away from efficiency metrics towards agent wellbeing. This improves the customer experience as it prevents wait times from soaring, but it also reduces costs as teams aren’t forced to hire more staff to handle the workload. Founded: 2011. 84% of chats are resolved by the bot without human intervention.

Customer Service 80

Customer Service Chatbots Best practices Surveys 80

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Why This is a Great Time to Change Your Customer Habits.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98