InMoment XI

SEPTEMBER 26, 2024

Scheduling Complexities: Managing agent schedules to match peak call times is a challenge that plagues most contact centers. Too few agents mean long wait times and frustrated customers, while too many agents during off-peak hours lead to underutilization and wasted resources.

Call Center 195

Call Center Self Service Contact Center ROI 195

ShepHyken

MARCH 14, 2018

Customers want to see you at least make an attempt to help them. “We The wait time is 45 minutes.” You’ll have to…” Customers hate being told “you have to…” Find a way to make it easy on them. “No!” We won’t do that.” Almost the same as can’t, but more emphatic. Still, make the attempt to find a solution.

Wait Times 114

Wait Times Customer Service Training Customers Customer Service 114

Solvvy

APRIL 11, 2022

This changes the customer’s point of focus over to the left-brain (their logical side), gives the agent control of the situation—yet doesn’t disregard the customer’s concerns either. Giving Customers a Sense of Control.

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. Confident, happy, and proud employees are going to serve customers with pleasurable experiences ensuring that they return soon and make future purchases.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

CSM Magazine

MAY 19, 2022

However, a recent report from Citizens Advice shows that in fact most are allowing standards to fall as call-waiting times shoot up and websites crash under the strain. When our customers reach out to us, we must ensure we’re there to help. It’s not good enough. We can’t fix it, but we can listen .

Self Service 52

Self Service Wait Times Customers Training 52

Helpware

JULY 14, 2017

Take the last 20 or so customer reviews and make it the focus of attention on your customer service page. Not only will this give prospective customers confidence in your company, but it will also reaffirm the belief that you have in your customer service team. So go public with your customer support team.

Customer Service 40

Customer Service e-support Customer Service Representative Fashion 40

InteractionMetrics

APRIL 16, 2024

For example, Starbucks customers typically care much more about getting their order quickly than whether the barista uses their name–which is a nice touch and definitely affects the experience, just not by as much as how long the customer waits in line.

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52

Qualtrics

MAY 5, 2020

Every customer will have different needs as they look to pivot quickly and innovate in order to maintain their own businesses, and in order to support them, it’s vital you’re able to keep track of what they need. Get started with the Customer Confidence Pulse. Managing your supply chain during COVID-19.

Industry 26

Industry Ecommerce Customer Confidence Innovation 26

Help Scout

APRIL 16, 2019

To be responsive, you need to study where, when, and how often customers contact you, then have staff in place to answer them. Not having enough people on the schedule to handle the contact volume will lead to long wait times, cranky customers, and burned out employees.

Self Service 40

Self Service Training Customer Expectations Interaction 40

Comm100

NOVEMBER 13, 2022

With AI powering their responses, bots can improve their responses over time based on customer confidence in their answers. This is known as machine learning, since the bot can develop stronger answers over time according to real-world feedback. Healthcare – Decrease customer wait times and increase CSAT.

Chatbots 130

Chatbots Software Self Service Wait Times 130