The holidays are in full swing and even if you couldn’t tell already by the Christmas lights that adorn the many homes, you definitely can tell by the wait times, […]. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
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.” MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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.” MORE
Wait times Related Topics 
Monet Software
MAY 15, 2018
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.
Brad Cleveland
OCTOBER 15, 2014
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.
Fonolo
MARCH 29, 2018
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.
Aspect
APRIL 17, 2018
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.
Aspect
DECEMBER 13, 2017
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.
Bright Pattern
OCTOBER 13, 2017
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.
Win the Customer
MARCH 22, 2018
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.
Win the Customer
MAY 5, 2015
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.
Peter Lavers
JUNE 1, 2018
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.
Beyond Philosophy
NOVEMBER 6, 2017
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.
Myra Golden Media
MARCH 15, 2018
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.”
Customer Service Life
FEBRUARY 5, 2018
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.
inContact
FEBRUARY 13, 2018
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.
CSR Inc.
NOVEMBER 5, 2017
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.
Toister Performance Solutions
FEBRUARY 15, 2018
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.
8x8
JUNE 18, 2018
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.
inContact
MARCH 10, 2016
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.
ShepHyken
NOVEMBER 8, 2017
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.
360Connext
APRIL 28, 2017
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.
Brad Cleveland
MARCH 1, 2016
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 Center for Client Retention
FEBRUARY 4, 2018
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.
Taylor Reach Group
MAY 14, 2017
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.
Call Center Coach
FEBRUARY 8, 2018
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.
Monet Software
JULY 17, 2018
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.
Monet Software
AUGUST 13, 2018
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?
DMG
MAY 15, 2017
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
JULY 16, 2018
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.
ShepHyken
MARCH 14, 2018
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.
Customers That Stick
AUGUST 19, 2015
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.
Return Customer
FEBRUARY 28, 2018
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.
TRUSTID
MARCH 15, 2018
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.
Dialer 360
JULY 10, 2018
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.
TRUSTID
MARCH 15, 2018
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.
InGenius
MAY 19, 2017
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.
Taylor Reach Group
MARCH 19, 2018
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.
Fonolo
JUNE 13, 2018
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.
8x8
JULY 3, 2018
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.
8x8
OCTOBER 25, 2017
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.
Fonolo
NOVEMBER 30, 2017
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.
Callminer
FEBRUARY 21, 2018
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.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
78 
Let's personalize your content