Comm100

JANUARY 18, 2022

Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement. After all, how do you know if a 20 second average wait time is good, if you don’t know what competitors in your industry are achieving?

Benchmark 52

Benchmark Metrics Wait times Quality management 52

JustCall

JANUARY 19, 2023

Tracking and evaluating the right metrics allows you to assess your call center’s performance in terms of industry benchmarks. First Call Resolution Rate This metric is important because it allows you to check the number of times your agent resolved the customer’s issue on the first call itself 2.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Playvox

MARCH 27, 2023

By simplifying workflows, you can reduce wasted time and ensure that agents can focus on what they do best: assisting customers and resolving issues. Providing agents with a unified interface that integrates with all the necessary systems and applications can save time, increase efficiency, and reduce the likelihood of errors.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Comm100

AUGUST 21, 2018

(According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). Wait Time – How long are your visitors kept waiting before a live chat session starts up? Chatbots should keep user wait time for bots and live chat agents low.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

(According to Comm100’s 2018 Live Chat Benchmark Report , the average chat duration for agents is 12 minutes and 20 seconds.). Wait Time – How long are your visitors kept waiting before a live chat session starts up? Chatbots should keep user wait time for bots and live chat agents low.

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Netomi

JANUARY 5, 2022

Our favorite content from Colin : How to Manage Customer Wait Time: The Best Tips From Great Companies. Why This is a Great Time to Change Your Customer Habits. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98