2018 Blog Wait Times 
Beyond Philosophy
JUNE 11, 2020
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. 8 July 2018. 13 April 2020.
Comm100
AUGUST 23, 2018
It’s 2018, and customer expectations are changing faster than ever. Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. This blog post is not about the top customer service trends to watch out for in 2018. Who is doing this right?
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NICE inContact
FEBRUARY 21, 2019
In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. The system often crashed, wait times were long and too much had to be done manually. Wait times, time to answer and agent stress levels are all down.
NICE inContact
FEBRUARY 13, 2018
We know that an improvement in one contact center metric – like average handle time – can cause a positive domino effect on other metrics. If screen pops improve the AHT, then they also in turn will have a positive impact on the wait time.
Experience Investigators by 360Connext
NOVEMBER 16, 2018
One thing we predict will not change for a long time is the need to reduce customer effort. That five-minute wait time might be an improvement over the 25-minute wait time of last year, but the real goal should be eliminating a wait altogether. Why not start reducing customer effort RIGHT NOW?
NICE inContact
AUGUST 12, 2019
This blog is Part One of a two-part series that aims to demystify these four components. This complexity is probably why a 2018 ICMI survey of 600+ call centers found that less than 1/3 of contact centers are very satisfied with their existing scheduling process. Let’s look at forecasting and scheduling first. Forecasting.
NICE inContact
AUGUST 12, 2019
This blog is Part One of a two-part series that aims to demystify these four components. This complexity is probably why a 2018 ICMI survey of 600+ call centers found that less than 1/3 of contact centers are very satisfied with their existing scheduling process. Let’s look at forecasting and scheduling first. Forecasting.
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