Beyond Philosophy
JUNE 11, 2020
Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience. Therefore, managing customers’ perceptions about wait times in your Customer Experience is essential—and a practical way to foster customer-driven growth. Feeling uncertain makes waiting worse.
ShepHyken
FEBRUARY 8, 2019
In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. Yes, your reporting can tell you that you have long wait times, high abandonment rates, or low CSAT scores. Of course, this is with good reason. However, it cannot always tell you why.
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Beyond Philosophy
MAY 7, 2021
When you cannot engage expensive consultants or re-imagined experiences for your business, it is essential to determine if the decisions you want to influence can be affected by regular business expenses that you have. I wrote a blog a while ago about things in restaurant experiences that bug me. Manage customer wait times.
Beyond Philosophy
MARCH 2, 2020
We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they?
Beyond Philosophy
NOVEMBER 11, 2014
When the Marriot Marquis in Times Square, NYC introduced a new $11m smart elevator system to deal with elevator long wait times they ended up totally confusing and frustrating people.
Beyond Philosophy
AUGUST 31, 2023
This known wait feels better than wondering what in the bloody hell is going on up there anyway! Their theme parks often have signs that tell you, “From this point, the average wait time is XX minutes.” So, whenever perceptions of unfairness play into the waiting, everything worsens. Click here.
Taylor Reach Group
JANUARY 6, 2023
We have seen more than 20 months of long wait times due to “higher than normal contact volumes”. . To find out more about how Taylor Reach can help your company with staffing, workforce management, and AI systems, CLICK HERE to schedule a free consultation. We have seen Contact Centers struggle to find and retain workers.
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