Managing Wait Times to Reduce Customer Frustration

Monet Software

There are two types of people in the world: those who hate waiting, and those who really hate waiting. And that’s important when you run a contact center, as one of your most important objectives has to be the reduction of wait times.

KLM Provides Wait Time Estimates on Twitter Page

Brad Cleveland

They even provide wait time estimates, updated every five minutes. KLM harnesses Twitter for customer service, handling a diverse range of issues and steering customers to other channels when that makes sense.

The Psychology Behind Why Customers Hate Waiting

Fonolo

As humans, we’ve all had to endure the seemingly torturous act of waiting. Whether as a child, eagerly waiting for our slice of the birthday cake to be passed down, or as an adult, having to sit in drab waiting room at the doctor’s office. Time seems to drag when you’re bored.

Improve Your IVR, Improve the Customer Experience

Aspect

This time of year is especially popular for companies in the Midwest who are in the midst of a never-ending winter. In fact, The Greater Orlando Aviation Authority recommends arriving three hours before scheduled departure times. The IVR told her she could expect a 42-minute wait.

Hold the Phone—You’re Spending How Much Time on Hold?

Aspect

Seems like plenty of time to check everything off your bucket list, right? That’s because the joint study conducted by both these organizations found that much of that time isn’t spent as well as we’d like. But those small increments of time add up quickly.

7 Best Practices for Implementing IVR in Your Contact Center

Bright Pattern

The goal of IVR is to automate frequent call center tasks to free up an agent’s time and reduce or even eliminate customer wait time.

3 of the Most Common Customer Service Complaints

Win the Customer

Case in point: You call a company to place an order and the customer service rep on the other end of the line is acting like they cannot wait to finish the call or is downright rude. Just as your time is valuable, so is that of your customers. Long Wait Times.

Proactive Customer Service Leads to Improved Experience

Win the Customer

Providing exceptional customer service goes beyond reducing call center wait times or diffusing conflicts with angry customers. Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success.

The case for Live Chat on your website

Peter Lavers

Online shopping comes with a lot of positives, but also some negatives, the most important of which is that customers are disconnected from a staff member who can help them with questions in real time.

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Worried? Is Your Contact Center Failing You?

Beyond Philosophy

The first is unacceptable wait times. Set standardized response times – in other words, what is the maximum allowable time for keeping someone on hold, replying to their written query, and so on – and stick to those.

Handling Dead-Air Space On a Customer Service Call

Myra Golden Media

And we had the best college football conversation, while he was waiting for something to pull up. Once, when I was on hold with Fitbit about a problem with my fitness tracker, the agent said to me, “While we’re waiting, Myra, I’d like to give you some tips on how to care for your Flex band.”

Innovations to Eliminate Annoying Hold Music

Customer Service Life

Faced with the prospect of long wait times and annoying hold music, many customers (including me) avoid the phone at all costs and only call support as a last resort. In this case, the caller is presented with an option while they’re waiting in queue to receive a call back.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops

inContact

Average Handle Time. An effective agent screen pop can have a dramatic positive impact on average handle time (AHT). And while average handle time is important within the contact center, it also indirectly impacts your customer experience as well. Wait Time.

How to Eliminate Customer Service Issues that Annoy Customers

CSR Inc.

Topping the list: uninformed agents, long wait times, unfriendly agents and complicated automated systems. How Long Should Wait Time Be? By the way, wait times are subjective. into the phone for the thirteenth time, only to be told “Thank you.

Is Chat Ready to Grow Up?

Toister Performance Solutions

I waited for two minutes to get connected with an agent. I later learned she was handling three chat sessions at the same time. If your company offers live chat, it's time to do better. A chatbot could have handled the same issue with no wait time and no lag.

CX-Ray Vision: The Experiences You Need In Your Business

8x8

8x8 also delivers industry-leading intuitive graphical interaction flows revealing the complete customer journey and granular search terms so you can find specific interactions in no time. 8x8 Contact Center lets supervisors “whisper” suggestions in real time without customer awareness.

14 Critical Call Center Metrics You Should be Tracking

inContact

Tracking first call resolution ensures that you are satisfying customers in the shortest amount of time, without the need for any follow-up. Average Wait Time : Average wait time tracks how long it takes for customers to connect with an agent who can address their needs.

Charging More for a Better Customer Service Experience

ShepHyken

The offer to get better support usually has promises like less wait time, extended hours and, as mentioned earlier, a support rep that is based in the U.S. (or So, rather than charge for each time a customer calls, build it into the price of your product.

It’s Time to Be Honest About the People in Your Experience

360Connext

My favorite metric was how they determined the incredible results of reducing wait time. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. It’s all about your people.

Understanding the “Power of One”

Brad Cleveland

While we know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can come from those experiences, the power of one refers more specifically to queues and wait times. Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.”

The Link Between Customer’s Senses and Increased Sales

The Center for Client Retention

You’ll make customers feel more comfortable and appreciated during wait times by offering free beverages and snacks. Today we are excited to share a guest blog from Jasmine Williams. One of the ways that major brands enhance marketing is by appealing to all five senses.

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Will AI Mean Less People and More Profit in the Contact Center?

Taylor Reach Group

Self-service by customers has already led to a reduction in agent numbers, but customer expectations have increased and immediate access to information is expected without wait times. . Virtual Agents provide zero wait times and will lead to fewer agents answering calls.

Create a Contact Center Service That Sparkles

Call Center Coach

Focus on my needs, not your handle time. Please take the time that is required to get me what I need. Additionally, the company’s routing solution can improve the customer experience, sales conversion and reduce talk time. It tells me I am dealing with an ambassador concerned with the welfare of his or her company, not a person just filling a seat and waiting to punch out. But, without closure, it is just noisy hassle that wastes my time.

Accomplish Your Contact Center Goals with Roadmapping

Monet Software

Are there times when an insufficient number of agents are working, which may prompt those that are extra-busy to wrap up calls faster to cut down on wait times? Business goals are like destinations.

The One-Word Key to Help Desk Efficiency

Monet Software

We won’t bury the lead this time. Frustrating caller wait times Help desk staff attrition and frequent turnover Insufficient documented procedures Just one of these can be a hazard – all of them result in a snowball effect that results in a poor level of service to the end user. The one-word key to help desk efficiency is: Consistency. Think of it – what are some of the biggest challenges faced by help desks?

Can virtual queuing be used as a method to manage call volume with a smaller complement of staff?

DMG

During peak periods of high volume and extended wait times, the application advises callers of the approximate wait time and provides options to wait in queue for the next available agent, or drop off and receive an immediate or scheduled callback. The fundamental purpose of a virtual queuing solution is to give callers control of their time while reducing operating costs for the enterprise during unanticipated spikes in demand.

InGenius Blended Agent – the Marriage of Omni-Channel and Open CTI

InGenius

When every agent can pick up phone calls and respond to chats, the team is more efficient and customer wait times are reduced, giving the bonus of better customer satisfaction (CSAT). Blended Agent can be configured to set limits on what each agent can handle at one time.

“That’s Not My Department” and 10 Other Phrases Customers Hate

ShepHyken

You wait on hold for what seems much longer than the ten minutes they said you would be holding. Why don’t we wait and see? “We’re Customers hate to wait. The wait time is 45 minutes.” You have a problem. You call the phone number listed on the company’s website.

5 Principles for Great Restaurant Customer Service

Customers That Stick

Manage wait times thoroughly. All too often, eating out is about waiting out. In fast food, no amount of time is too short. In fine dining, time of service is usually not a challenge, but wait time can be.

3 Benefits of SMS as a Customer Support Channel

Return Customer

Case in point: Choosing to not operate a call center from the cloud won’t allow businesses to keep up with customers’ demands in real time. Some of the most common complaints consumers have with customer service departments are dealing with long wait times and multiple transfers.

What customers want

TRUSTID

There are no long wait times and customers are off the phone with their problem resolved in minutes. Social engineers have proven this time and time again.

Things That Make You Love and Hate VOIP Predictive Dialer

Dialer 360

The time factor is imperative in contact center industry and it results in distinction in quality available. A biggest complain coming from clients is long waiting times and holding times. Less idle time and less holding time for the customers.

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What customers want

TRUSTID

There are no long wait times and customers are off the phone with their problem resolved in minutes. Social engineers have proven this time and time again.

20 Powerful Ways to Simplify the Agent Experience

InGenius

Improvements will result in decreased wait times for the customer, more accurate reporting and happier employees. The needs of today's customers are complicated. For a business to thrive, meeting these needs, and doing it at a level satisfactory to the customer, is critical.

Operational Indicators – Sevice Levels, ASA & Occupancy Rate

Taylor Reach Group

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. Service level, the most commonly used center metric – is defined as the percentage of contacts that are answered within a specified target time threshold. 2) The second number indicates the target time threshold in Seconds. The threshold is measured from the time that the calls arrive in the queue and does not include any time prior to that (e.g.

How to Successfully Handle Call Volume During Peak Times [Webinar]

Fonolo

The reality is that voice remains the most preferred channel for customers, but its popularity comes at a price: long hold times. Unfortunately, the effect of this on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold.

Up Your Customer Service Game by Leveraging What You Have

8x8

Contact center technology with CRM integration can provide real-time screen pop-ups of customer records and history to whoever picks up the call. Reveal Call Wait Times So Adjustments Can Be Made.

Why Customers Loathe Your Contact Center

8x8

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), Long wait times: We are all extremely impatient consumers. We’ve all experienced the pain first hand.

8 Things About the Voice Channel We’re Tired of Hearing

Fonolo

If your call center still makes customers cringe when they dial into support, it’s time to take action. So, what are call centers waiting for? If a customer has to repeat their issue over and over to different agents, you’re showing complete disrespect for their time and patience.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)

Callminer

Failing to take the necessary time to involve input from all areas when developing the business requirement documentation for the software. His journey with Terminix began as a summer job in 1996, and ultimately became a full-time career in 2001.