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How to Manage Customer Wait Time: The Best Tips From Great Companies

Beyond Philosophy

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. I was in a Starbucks recently.

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Why Call-Back Algorithms and Estimated Wait Times Fail


It’s important to understand that call-back products using algorithms and estimated wait times often come up short, leaving customers waiting on hold a second time. Some algorithms simply calculate the estimated wait time (EWT) for calling a customer back, while others use more complex calculations.


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Comm100 Queue Management – The Solution to Long Wait Times & Frustrated Customers


Long wait times and uncertainty in the queueing process can quickly turn a positive customer experience into a negative one. After quickly providing this information, the customer can then be informed of the expected wait time and, better still, the ability to be alerted by SMS when the next agent is available.

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What is Expected Wait Time? (EWT)


Expected Wait Time (EWT) is the length of time a customer has to wait in the queue before an agent answers. There is a systematic approach to calculating EWT which should factor in things like staffing, handling time and the wait time of recent calls. However, it’s not quite as simple as it sounds.

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The Top 3 Ways to Forecast for Your Contact Center

It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting. Forecasting is no easy task.

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What Is An Acceptable Average Wait Time for Customer Service?

SQM Group

This blog will discuss an acceptable wait time for customers to reach an agent when calling a call center.

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Causes of Excessive Wait Time & Helpful Strategies to Turn the Dial


We tend to summarize this in just three letters – AHT (Average Handle Time). The post Causes of Excessive Wait Time & Helpful Strategies to Turn the Dial appeared first on Livevox. But there is a lot more going on here – we need to break it down. Average […].

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The New Tech Experience: Innovation, Optimization, and Collaboration

Speaker: Paul Weald, Contact Center Innovator

No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users.