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


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


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?


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.

The Secret Sauce for Increasing Customer Happiness

Contact Center Pipeline

Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. If you run a call center, change is familiar. The functionality and technology are more advanced than ever before. Today, most changes to call centers are […]. Customer Engagement call center contact center customer engagement customer experience

Predicting Contact Center Average Handle Time

Bright Pattern

Average handle time, or AHT, is one of the most important contact center metrics. For instance, it directly influences waiting time, abandonment rate, occupancy of agents, workforce demand, and ultimately both customer satisfaction and cost of operation. average handle time

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.

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.

How to make voice analytics your competitive advantage today and the future.


Connection rates and average talk time. Wrap up-time, handle time. Current queue wait time. Wait time between calls. Total Talk Time. Total Wrap 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.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Post-call work time.

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.

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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What is call back software?


Call back software was invented in the 1990s to “hold callers’ place in line,” giving them the choice of either being called back as soon as a customer service agent is free or scheduling the return call at whatever time is most convenient for the caller.

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


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.

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.”

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.

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.

14 Critical Call Center Metrics You Should be Tracking


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.

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.

Linking Self-Service to your Knowledge Base

Insite Managed Solutions

If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options. As call volume goes down, service levels increase and wait times may become shorter.

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.”

Cut Every Customer Call By One Minute

Monet Software

Among other benefits, that one improvement would cut average wait time, which inevitably improves customer service. Sometimes (ok, a lot of times) the reason calls run long is that customers won’t get to the point. Add up how many calls your contact center receives every week.

Helping Agents Buy Into Workforce Optimization

Monet Software

If you give the wrong system a big build-up and then it doesn’t deliver, it’s only going to make it more difficult the next time changes are made. But it will take a workforce time to absorb the training, ask questions and become acclimated to a new system.

Charging More for a Better Customer Service Experience


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.

Helping Agents Buy Into Workforce Optimization

Monet Software

If you give the wrong system a big build-up and then it doesn’t deliver, it’s only going to make it more difficult the next time changes are made. But it will take a workforce time to absorb the training, ask questions and become acclimated to a new system.

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.

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


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.

3 Contact Center Challenges You Can Win With Technology


It also notifies customers regarding waiting times, which gives them a better calling experience. This allows you to make adjustments in real-time to ensure all calls are attended to. #2. As far as industry buzzwords go, none have had a bigger impact than “cloud.”.

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.

What is Virtual Queuing?


Virtual queuing is basically the ability to hold a caller’s place in line (virtually, of course) so they don’t have to sit hold hold and wait. This allows callers to go about their day and gives service reps the time to work through customer interactions without interruption.

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


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.

Survey Says: Customers are Willing to Share Personal Data


I like to change things up, but my husband orders the same two rolls every time we go. The server, who has waited on countless times over the last several years, asked if he was sure and didn’t he want his usual order.

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


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.

How Callback Can Easily Integrate With the Latest Contact Center Technology Trends


Callbacks have proven effective for lowering wait times, decreasing abandons and improving customer experience (CX) for many years. If a chat customer needs to speak with a human, callback saves the work of dialing in, stepping through the phone queue and waiting in line.

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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The Coming Disruption of the Contact Center Outsourcing Industry – Part 2

Taylor Reach Group

Together this makes for an effective quality program, without expensive and time-consuming calibration and ambiguous results. By: Colin Taylor. The old Contact Center Outsourcing (CCO) model is broken.

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?

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.

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.

ROI for Patient Experience Focus in the Contact Center


Industry expert and long-time independent consultant Steve Leaden discussed contact center ROI analysis, technology choices and best practices. Long call wait times lead to abandoned calls, some of which are never placed again.

The #1 Time-Saver for Your Customers – AI


In a time when customer expectations are continually rising, businesses have found that customers don’t just want great service – they want fast service. It’s a frustrating and time-consuming process – and a complete waste of their time.