Comm100

AUGUST 10, 2022

In this blog, we’ll look at the top 5 benefits of chatbots in customer service with case studies and data to back it up. Devote agent time to higher-value inquiries. Better yet, customers waiting to speak with a human agent indirectly experience the benefits of chatbots too.

Chatbots 246

Chatbots Customer Service ROI Case Study 246

NICE inContact

SEPTEMBER 27, 2019

While wait times had historically been a problem for Empire, two new features quickly reduced wait times and abandon rates: skills-based routing and the callback feature. To learn more on how Empire Today is using CXone to improve their processes and customer experience, see our case study.

Abandon Rate 137

Abandon Rate Contact Center Case Study Call Center 137

Happy or Not

NOVEMBER 13, 2024

The customer service teams noticed that peak times, such as weekends and evenings, decreased customer satisfaction scores, prompting them to optimize staff schedules and reduce wait times. Read the full case study here 2. Read the full case study here 3. Read the full case study here 4.

Examples 36

Examples Customer Service Case Study Hospitality 36

BlueOcean

DECEMBER 18, 2018

Example: time to answer, critical alert wait time, transfer request accept rate, transferred chats cancelled in queue). Get some case studies from similar projects your potential vendor has worked on. 5 What KPIs/metrics do you measure in tracking the effectiveness of your escalations from AI to live agent?

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

NICE inContact

NOVEMBER 8, 2019

They can also handle up to 25 interactions concurrently, driving agent productivity up and customer wait times down. By shortening the average handle time (AHT) on your interactions, your agents can take the next interaction sooner, reducing the time your customers wait to speak to an agent. Want proof?

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

CSM Magazine

MARCH 26, 2020

In-app voice average wait times decreased by 50 percent, connecting customers to agents even faster through custom queues. Average wait times for PSTN callers decreased to under a minute with PSTN abandonment falling by 8 percent. s in-app voice service level agreement (SLA) improved by 17 percent.

Case Study 52

Case Study Study Customer Experience Wait Times 52

InteractionMetrics

JANUARY 7, 2025

While not discussed in the roundtable, heres a case study widely seen as a customer journey mapping success: Starbucks Case Study Objective : Starbucks needed to pinpoint areas for enhancing its in-store and digital experiences, so they used customer journey mapping.

Customer Journeys 52

Customer Journeys Strategy Consulting B2B 52

Customer Bliss

AUGUST 13, 2019

” [Read more about this topic in this blog post , in which I share a case study that illustrates this point.]. In a survey conducted by CNN Money , 58% of Americans said they waited for in home appointments for the cable guy and other people for an average of four and a half hours.

Case Study 136

Case Study Video Study Customers 136

Experience Investigators by 360Connext

OCTOBER 17, 2023

Gather Data and Insights To support the business case, gather relevant data and insights that demonstrate the impact of CX on the identified business outcomes. Use real-life examples and case studies to illustrate the potential benefits of CX efforts. Determine what a specific measurable outcome would look like.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

NobelBiz

NOVEMBER 19, 2024

Why You Need Automation in Your Contact Center In traditional contact centers, repetitive tasks, long wait times, and fragmented processes can lead to inefficiencies, dissatisfied customers, and burned-out agents. Let’s explore 20 contact center automations that can transform your operations.

Contact Center 52

Contact Center Call Center Self Service Wait Times 52

Brandwatch CX

APRIL 1, 2025

A case study in going above and beyond is the story of Peter Shankman, who jokingly asked for his favourite restaurant to deliver him a steak while he waited for a flight. Go above and beyond Going beyond what is expected can create brand advocates and provide some fantastic PR.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

NobelBiz

DECEMBER 19, 2023

This eliminates the need for customers to be transferred multiple times, reducing their wait times and increasing their overall satisfaction. Read the case study or watch the video ! In addition to reducing wait times, technology in escalation management allows call centers to prioritize high-risk escalations.

Call Center 105

Call Center Management Contact Center Wait Times 105

Totango

SEPTEMBER 23, 2021

For example, if your CSAT data indicates dissatisfaction with a certain aspect of your customer support, such as customer wait time, you can pass this information on to your support team in order to take corrective action. A variation of this strategy is reaching out to customers and asking for case studies.

Net Promoter Score 105

Net Promoter Score NPS Case Study Customer Satisfaction 105

Beyond Philosophy

SEPTEMBER 13, 2024

Consider examples like long call center wait times blamed on “high call volume” or companies deflecting responsibility for faulty products or order issues by passing the buck to manufacturers. It got him thinking about excuses and why people make them. These situations highlight the commonality of excuses in everyday interactions.

Case Study 78

Case Study Call Center Wait Times Leadership 78

Second to None

OCTOBER 19, 2020

Low customer satisfaction scores may be attributable to specific causes, like wait times. When that is not the case, low customer satisfaction scores are almost always a result of employee engagement issues. How is customer satisfaction related to employee engagement? The two measures are closely related.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

Just for fun, let’s take each case study on its own. Customers are sick of waiting for doctors. More than 40% would be open to seeing another doctor for a shorter wait time, according to a study by Software Advice. So, yes, my non-B2C friends…customer experience is for you, too.

Healthcare 143

Healthcare B2B Industry B2C 143

Comm100

MARCH 28, 2019

Use case studies and group discussion regularly to set the standard for appropriate tone of voice, the boundaries of agent knowledge, and the situations where escalation should occur. Here, the customer was stuck in a long queue , with canned messages adding no value during the wait time.

How To 148

How To Average Handle Time Training Software 148

Thematic

OCTOBER 30, 2024

This cuts down on wait times and improves call routing. Utilities Case study: Watercare Watercare is New Zealand’s largest utility company. Read the full Watercare and Thematic case study. Or, if you’re an insurer, you can run surveys to figure out how to make the claims process smoother.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Comm100

FEBRUARY 10, 2022

Case Studies. Improved integration of support services and improved volume has led to decreased wait times and improved resolution times. In Santa Fe County , Comm100 Live Chat was introduced to provide constituents with improved access to their office.

Government 130

Government Customer Experience Social Media Chatbots 130

Kayako

MARCH 3, 2016

Call wait time. — — — — — — — — — — — —. This metric looks at the total number of times your customers interact with your support team across any channel that you support. . — — — — — — — — — — — —. Call wait time. What is call wait time? Why should you measure call wait time?

Metrics 120

Metrics Net Promoter Score Self Service Effort Score 120

NobelBiz

OCTOBER 29, 2024

’ Read Case Study Types of Calls Handled Understanding the types of calls your business handles is essential for implementing effective call handling strategies. Brayan Carpio Senior Call Center Manager, Call4You Marketing ‘The technology aspect of NobelBiz stood out compared to the competition, and also the great team!

Call Center 52

Call Center Contact Center Multi-Channel Omni-Channel 52

Comm100

SEPTEMBER 14, 2022

Cambrian College provides an excellent case study for the use of live chat in student recruitment. With more than 80% of common requests handled, wait times are reduced for students needing agent support. out of 5 in customer satisfaction of live chats, compared to the industry average 4.2

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

Inbenta

NOVEMBER 3, 2022

In this blog post, we’ll explore the key benefits and use cases of healthcare chatbots and why healthcare companies should invest in chatbots right away. CASE STUDY: HEALTHCARE CHATBOT IN GLOBAL PHARMACEUTICAL COMPANY This Fortune 500 pharmaceutical giant needed help with high monthly chat volume. Read full case study].

Healthcare 96

Healthcare Chatbots Self Service Hospitality 96

SurveySensum

DECEMBER 4, 2024

Address specific pain points, such as long wait times or confusing processes. Doing so can help reduce waiting times, simplify the process, and ensure smooth interaction at every touchpoint. Case Study: USAA Success with NPS The American bank USAA enjoys an NPS score of 75 with its customer-centric approach.

Banking 52

Banking NPS Financial Net Promoter Score 52

Russel Lolacher

JUNE 15, 2021

There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers. I try to do that myself in this blog from time to time too. You call it processing time. The customer sees it as wait time. All good and necessary.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

CX Journey

NOVEMBER 24, 2015

Now, think about the next time you need to call. And then the wait time for a rep to actually take/answer your call. Does it make you cringe? I know how painful it can be to call customer service. There's the IVR menu that requires 17 prompts to get to the rep.

Customer Service 80

Customer Service Call Center Case Study Customers 80

CSM Magazine

JUNE 27, 2024

Through the implementation of Genesys Cloud CX, the project has delivered impressive results for ESP, including helping the outsourcer secure three major new contracts, enhancing workforce management, and improving key metrics such as call abandonment rate and wait times. Download the full case study for further insights.

Groups 52

Groups Abandon Rate Exceptional Customer Service Wait Times 52

NobelBiz

OCTOBER 31, 2023

Role-playing exercises, real-life case studies, and feedback sessions can be invaluable in this regard. Efficient Routing and Reduced Wait Times One of the standout features of the software is its ability to direct calls and queries, dynamically , to the most suitable representative.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

CSM Magazine

APRIL 25, 2023

Faster service delivery and reduced wait times for customers are crucial in today’s fast-paced world. People value their time, and a business that respects that is more likely to win their loyalty. Case study: Consider a busy café that upgrades its coffee machines to a more advanced model.

Customer Satisfaction 52

Customer Satisfaction Case Study Government Return on Investment 52

Feedbackly

JUNE 12, 2024

This graph is from the case study about how Stockmann measures emotional experience. You can read the full case study here. Web store pre-purchase emotional experience (Emotional Value Index (EVI®)) and conversion rate to purchases go hand in hand – see the graph below.

Case Study 52

Case Study Customer Journeys NPS Study 52

InteractionMetrics

FEBRUARY 20, 2025

Are they frustrated by long wait times? Run a correlation analysis to look at how NPS connects to key factors (like response times, product quality, or ease of use). If customers with longer wait times give lower scores, you know where to focus your resources to improve satisfaction. But high scores matter, too.

NPS 52

NPS Net Promoter Score Strategy How To 52

DCX

JANUARY 21, 2025

Does it fix their biggest pain point, shorten wait times, or make life easier? Once you deliver something awesome, you’ll have a case study for future initiatives. Ask, “Who Benefits Most?” ” Not every idea deserves the same level of effort. So ask: “Who really wins if we do this?”

How To 52

How To Effort Score Self Service Leadership 52

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. By streamlining operations, call centers can significantly reduce wait times, which normally is a common source of customer frustration. Hold queues and smart call routing play a pivotal role. This increases the likelihood of first-call resolution.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

AWS Machine Learning

JUNE 16, 2022

From the observability perspective, which is a crucial component of any production application, Amazon CloudWatch metrics like invocations, CPU, memory utilization, and multi model-specific metrics like loaded models in memory, model loading time, model load wait time, and model cache hit are informative.

How To 139

How To Training Software Metrics 139

NobelBiz

FEBRUARY 4, 2025

Instead of wasting time on cold leads, agents can focus on the ones that actually have potential, making their work more productive and driving better results. Reducing Call Handling Time With intelligent call routing, AI cuts down wait times and ensures agents are always connected to the right customers.

Contact Center 52

Contact Center Strategy Omni-Channel Consulting 52

BirdEye

MAY 31, 2024

Streamlined communication and reduced wait times : Crowded and chaotic waiting rooms are hard to manage and hamper patient management. Streamlining appointments with intake form collection reduces wait times and helps you manage a higher volume of patients. Can healthcare providers use webchat?

Healthcare 75

Healthcare Tools Multi-Channel Omni-Channel 75

NobelBiz

APRIL 30, 2024

Here’s a more detailed look at each benefit: Enhancing Response Times and Customer Satisfaction AI-driven call centers utilize technologies such as chatbots and automated voice systems to handle routine customer queries instantly. All the way from onboarding to support to troubleshooting has been great throughout this journey!’

Call Center 105

Call Center Contact Center Virtual Agent Chatbots 105