Comm100

OCTOBER 13, 2024

The gaming industry is evolving rapidly, and staying ahead requires more than just keeping up with the latest games—it means adapting to how players interact with brands and each other. Gone are the days when people were content waiting for hours to get a response.

Self Service 130

Self Service Chatbots Social Media Customer Relationship Management 130

InMoment XI

DECEMBER 18, 2024

71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. This automation ensures the right number and type of agents are available at the right time. It contributes to contact center optimization by reducing managers’ workloads and customer wait times.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

TechSee

OCTOBER 17, 2024

For a more detailed analysis, be sure to download our comprehensive white paper and industry report. Common CX Pain Points  Across various industries, businesses encounter recurring challenges in their customer experience operations. This can strain support teams, lead to long wait times, and increase the risk of customer churn.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

Comm100

APRIL 9, 2021

Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. To begin, they need to understand how well they are performing compared to others in their industry, as well as those outside of it. Wait times are key to any customer service team.

Banking 235

Banking Financial Data Wait Times 235

CSM Magazine

NOVEMBER 17, 2024

While they may understand that formula, plenty of companies across a broad range of industries don’t appear to be following it. Here are two areas where a switch to cloud-based communications infrastructure can have an outsized positive impact on the quality of an organization’s CX: 1. Get it right.

Communication 59

Communication Contact Center Self Service First Call Resolution 59

Calabrio

APRIL 15, 2025

Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. Rising Operational Costs Every human-handled interaction costs time and money.

Self Service 130

Self Service Contact Center Healthcare Chatbots 130

Comm100

APRIL 22, 2021

From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. By 2025 the chatbot industry is expected to be worth $1.25 NLP is a branch of AI that simply put, helps computers communicate with humans.

Chatbots 246

Chatbots Brands Wait Times Consumers 246

ShepHyken

OCTOBER 21, 2024

Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. This reduces wait times and allows customer support teams to focus on more complex issues.

Self Service 83

Self Service Customer Experience Banking Wait Times 83

CSM Magazine

NOVEMBER 26, 2024

The mortgage industry has come a long way from piles of paperwork and lengthy approval processes. Here’s how technology is revolutionizing customer service in the mortgage industry. Enhanced Transparency with Blockchain Blockchain technology is making waves in the mortgage industry by offering enhanced security and transparency.

Industry 52

Industry Technology Customer Service e-support 52

Thematic

OCTOBER 30, 2024

It doesn’t matter what industry you’re in – customer experience (CX) is a critical component of customer acquisition, retention, and loyalty. This article looks at real-world examples of how various industries can use VoC insights to improve customer experience and business performance.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Comm100

MAY 20, 2022

The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. 73% of consumers now agree that live chat is the most satisfactory way to communicate. Lower wait times. Phone support alone doesn’t cut it, and nor does email. LIVE CHAT SHOPPING CHECKLIST.

Software 242

Software Wait Times Multi-Channel Consumers 242

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

Applying CX to Your Industry. 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. The complaints often focus on disorganization, poor communication and general customer service issues.

Healthcare 143

Healthcare B2B Industry B2C 143

Comm100

NOVEMBER 2, 2022

As AHT for chatbots changes over time, it can be used to measure the efficacy of a chatbot. Wait Time indicates how long visitors spend waiting for a live chat session to begin. With chatbots handling the majority of requests, you should see wait times decrease.

Chatbots 246

Chatbots Metrics Average Handle Time Wait Times 246

Calabrio

MARCH 22, 2025

Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. Enable real-time insights and responses Workforce planning doesnt end with the creation of the schedule.

Contact Center 130

Contact Center Management Strategy Call Center 130

ECXO

JANUARY 21, 2025

People who tried to get help were met with long wait times, rude responses, or no response at all. The video gained millions of views, and Apex became the laughingstock of the industry. Action: Show appreciation through loyalty programs, personalized communication, and meaningful gestures like thank-you emails or special offers.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

Comm100

APRIL 26, 2022

When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. Government phone support often sees citizens frustrated by long wait times and outdated systems. Long wait times for service are a challenge often faced by governments.

Government 246

Government Omni-Channel Wait Times Software 246

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. According to Emplifi , 42% of customers said a seamless omnichannel communication experience is their top priority.

Insurance 111

Insurance Industry Customer Experience Self Service 111

Comm100

JANUARY 11, 2023

Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times. According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%. Travel: 16%.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

Uniphore

NOVEMBER 19, 2021

It’s about the specifics of each industry, each organization and each individual customer. Contact centers have the same goals and challenges around first call resolution and customer wait times as they always have. Never Miss a Thing Subscribe to our blog for the latest industry news, updates and more from Uniphore.

Customer Experience 264

Customer Experience Self Service Contact Center First Call Resolution 264

Comm100

FEBRUARY 24, 2022

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. However, every industry and its consumers have different needs and expectations. As well as disliking phone calls, Gen Z have a strong preference for digital communications.

Chatbots 241

Chatbots Knowledge Base Wait Times Survey 241

Comm100

FEBRUARY 24, 2022

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. However, every industry and its consumers have different needs and expectations. As well as disliking phone calls, Gen Z have a strong preference for digital communications.

Chatbots 48

Chatbots Knowledge Base Wait Times Survey 48

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. By reducing the idle in your case management , you’ll notice faster issue resolution times and a more agile contact center.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

Comm100

MARCH 21, 2022

75% of consumers prefer live chat over any other communication channel, while live chat costs 1/3 the cost of traditional phone support. Using a digital platform like Comm100 Omnichannel , every digital communication channel is connected through one unified platform. HIPAA: The HIPAA certification regulates data protection in the U.S.

Government 234

Government Omni-Channel Wait Times CRM 234

Comm100

MARCH 16, 2022

While many industries are adopting new technologies to meet these high customer service expectations, governments across the world are struggling to keep apace. In each of the seven countries surveyed, government customer satisfaction (CSAT) score ranked last across every industry. Digital communication . out of 10. .

Government 245

Government Customer Service Chatbots Effort Score 245

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Examples include contact center performance data (call volume, wait times, etc.),

Software 130

Software Customer Journeys Tools Contact Center 130

Comm100

FEBRUARY 21, 2019

With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Here’s the proof.

Report 173

Report Data Wait Times Effort Score 173

Comm100

AUGUST 10, 2022

Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching. This is one of the key advantages of chatbots in customer service for cyclical industries. 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

ECXO

DECEMBER 25, 2024

Provide convenience and speed: Long wait times and cumbersome processes are deal-breakers. Instead, it involves creating open, continuous communication channels that allow companies to truly understand their customers pain points, preferences, and aspirations. Todays customers expect companies to: 1.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

ijgolding

AUGUST 11, 2015

Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver experiences that get even slightly close to meeting our expectations? It is important not to taint the whole industry though.

Industry 120

Industry Customer Experience Customers Customer Retention 120

Comm100

DECEMBER 7, 2022

With so many ways for chatbots to improve customer service, in this blog we’ll look at four of the most effective chatbot examples across multiple industries. Automate time-consuming & repetitive requests. Cabrillo’s members no longer wait for basic support, as the chatbot handles 75-78% of chats that it’s directed.

Chatbots 245

Chatbots Examples Self Service Customer Satisfaction 245

InMoment XI

APRIL 24, 2024

In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. Healthcare contact centers play a crucial role in addressing a variety of challenges and problems within the healthcare industry.

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

Communicating CX Successes to Executives Its critical for CX leaders to know how to champion their wins with executives and convey key facts quickly. This even counts for nonprofit organizations, regulated industries, and government agencies. The calculator is completely confidential, so you can test as many combinations as youd like.)

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Comm100

APRIL 28, 2021

It also helps to develop stronger ties with your customers, as well as more effective communication with your employees. NPS are often industry-specific, meaning that the best way to use the NPS as a live chat metric is to ask customers about your customer service and see how your score compares with other customer service teams.

Measurement 173

Measurement Abandon Rate Net Promoter Score Wait Times 173

InMoment XI

DECEMBER 13, 2024

On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media. It monitors metrics like average talk time, call availability, and cost per call. This real-time data collection enables immediate improvements where necessary.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Comm100

OCTOBER 25, 2021

Today’s customers expect digital communication channels from the businesses that they connect with. Compared to telephone support, live chat gives customers more power over how they connect, and allows for a more efficient response, avoiding wait times and frustrating call transfers between agents.

Contact Center 246

Contact Center Omni-Channel Knowledge Base Chatbots 246

CSM Magazine

APRIL 12, 2021

Healthcare isn’t only about giving aid to people in need of medical attention, but it’s also a part of the customer service industry. They’re unable to provide the level of care you want since you hired someone who doesn’t have the right personality or outlook in the medical industry. Clear Communication.

Industry 98

Industry Customer Service Tips Healthcare 98

Lumoa

FEBRUARY 9, 2023

Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Include customer-centricity in daily operations and communications inside the company. Compare your score to industry standards (by region, country, industry).

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417