Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Today digital banking is the norm rather than the exception and there’s no going back.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

SharpenCX

MARCH 4, 2021

Average speed of answer for calls Average speed of answer for chat (this metric looks different for each channel) Percentage of adherence to wait time SLAs Total number of support cases for the week – to help you better predict and forecast volume for the future Number of transfers for the week.

Analytics 67

Analytics Average Handle Time Management Metrics 67

SharpenCX

MARCH 24, 2020

It doesn’t matter if they’re calling their bank, cable company, or service desk. Through better routing for your customer inquiries, you help reduce escalations and transfers needed to handle a customer’s query. CCW reports that the average wait time for live chat decreased from 48 to 46 seconds in 2019.

industry standards 52

industry standards Metrics Call Center Wait times 52