Beyond Philosophy

AUGUST 31, 2023

The idea behind this first area is if you have customers waiting for 15 minutes, how can you make it not feel like 15 minutes? For example, an airline’s waiting lounge plays the news. The dentist’s office has magazines. This known wait feels better than wondering what in the bloody hell is going on up there anyway!

Wait times 221

Wait times Airlines Call Center Benchmark 221

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Hodusoft

JUNE 7, 2024

It also measures customer hold times and the time required for post-call tasks and administrative work (such as filing a form or updating the CRM). According to Call Centre Magazine, the global industry benchmark for AHT (regardless of industry and team size) is six minutes and three seconds. Schedule a consultation.

Best practices 52

Best practices Call Center Omni-channel support Management 52