Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. Average handling times (AHT) increase. Customer service diminishes. “One of the most important aspects of a call center is that phone traffic flows correctly…”. Alex Tebbs.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Taylor Reach Group

JUNE 20, 2017

Wait-Time on the Phone vs. Chat. Live Chat in Sensitive Information Industries – Healthcare and Finance. Why Customers Prefer Live Chat. Regardless of how many they have open, they can really only chat one at a time. What they are doing is using that dead, in-between time to respond to other customers.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

ChurnZero

NOVEMBER 22, 2021

Even though it’s evident that your understaffing is causing the customer experience to suffer. Customers are complaining about extended wait times and an inability to reach their CSM. You’re stuck in an ongoing loop of unhappy employees leading to unhappy customers. Your team is stressed and ready to walk away.

Benchmark 98

Benchmark Finance Best practices Sales 98

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. But if there is a single sore point: it’s the often-ridiculous wait times. Nate is from Riverdale, NY.

Call Center 561

Call Center Metrics Contact Center Wait times 561

ShepHyken

APRIL 7, 2023

This could be something as simple as frequently forgetting passwords or something more serious like needing help to trace a purchase or needing a necessary feature on the platform they’re using. A customer pain point is a distinct issue that your customers or prospects encounter during contact with you at various touchpoints.

Advertising 120

Advertising SaaS Wait times Multichannel 120

NobelBiz

JULY 25, 2023

These platforms provide a goldmine of data regarding customer sentiment and brand perception. CMSWIRE also states that “ 69% of consumers want the ability to move from one channel to another while speaking with a customer service representative ”.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. 10% off their next purchase) to boost response rates.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52