ShepHyken
OCTOBER 1, 2023
Each week, I read many customer service and customer experience articles from various resources. The customer’s AHT includes hold time and time on the phone with the agent. So, if you look at the total AHT, it includes wait time, phone time, and task time. What an honor.
Comm100
JANUARY 29, 2024
Live Chat Benchmark Report 2024 Discover the latest live chat performance benchmarks to understand how well your team is performing compared to the competition Download the data Report Here are some of the key takeaways from the report. Wait time drops sharply The report shows a positive trend in reducing both wait and response times.
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NobelBiz
FEBRUARY 13, 2024
The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.
JustCall
APRIL 3, 2024
Features you should look for in modern auto dialers Here are four crucial features that modern auto dialers in 2024 should have to maximize the potential of your sales teams or agents: Predictive dialing: Basic auto dialers are better than manual dialing , but predictive dialing takes it further.
Hodusoft
MARCH 15, 2024
As per a report , brands that offer excellent customer service make 5.7 times more revenue as compared to their competitors who are at the bottom of the customer experience rankings. Frustrated customers with nowhere to turn, long wait times, and a disconnected experience across channels are a recipe for disaster.
SmartAction
JUNE 27, 2023
Gradient Text The Pitfalls of Waiting Until 2024 Still considering a delay? Dissatisfied Customers: Customers expect instant resolutions and consistent experiences. Delaying automation risks frustrating customers with long wait times and inconsistent service quality, leading to decreased satisfaction and loyalty.
Horizon CX
FEBRUARY 7, 2024
This article explores the importance of keeping CX at the human level and offers practical strategies for ensuring that technology complements, rather than replaces, human interaction in customer service. In the context of CX, empathetic interactions are crucial for fostering emotional connections with customers.
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