INDUSTRY INSIGHTS YOUR PEERS ARE READING
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
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
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.”. MORE
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. 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
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. 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
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. 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
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. 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
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. 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
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. 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
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
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. 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
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. MORE
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. MORE
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. 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
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. MORE
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. 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
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. 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
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
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
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
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
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
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.
Contact Center Pipeline
MAY 23, 2018
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
Bright Pattern
AUGUST 15, 2018
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
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.
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.
3CLogic
OCTOBER 9, 2018
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.
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.
Callminer
OCTOBER 11, 2018
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.
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.
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.
VHT
OCTOBER 16, 2018
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.
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.
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.”
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.
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
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.
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.
Insite Managed Solutions
SEPTEMBER 20, 2018
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.
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.”
Monet Software
OCTOBER 4, 2018
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.
Monet Software
OCTOBER 4, 2018
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.
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.
Monet Software
SEPTEMBER 30, 2018
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.
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.
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.
Jive
SEPTEMBER 18, 2018
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.”.
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.
VHT
OCTOBER 4, 2018
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.
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.
Aspect
OCTOBER 2, 2018
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.
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.
VHT
SEPTEMBER 24, 2018
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 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
SEPTEMBER 25, 2018
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.
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?
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.
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.
Altivon
JANUARY 11, 2018
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.
SmartAction
SEPTEMBER 17, 2018
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.
77 
Let's personalize your content