Hospitality Touchpoint Wait Times 
InMoment XI
OCTOBER 31, 2024
Average Speed of Answer (ASA) This metric measures the time it takes for an agent to answer an incoming call. In the call center industry, the standard time to answer is 20 seconds or less. A lower ASA improves the contact center experience by reducing wait times. A fast response time improves customer satisfaction.
ECXO
DECEMBER 25, 2024
Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant. Provide convenience and speed: Long wait times and cumbersome processes are deal-breakers. For businesses, this means the bar for customer experience (CX) is perpetually rising.
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InMoment XI
OCTOBER 25, 2024
Are diners mostly satisfied with your food quality, ambiance, and wait times? Or, maybe they have a pleasant time talking to your staff on call, but their in-person interactions end up being the opposite. It’s important to deliver a consistently positive customer experience across all touchpoints.
InMoment XI
SEPTEMBER 16, 2024
For instance, a hospital could have world-class medical staff delivering high-quality care. But, if patients have to endure long wait times to see the doctor, they are still not likely to report a positive experience. The goal of collecting patient feedback is to pinpoint areas for improvement in healthcare operations.
InMoment XI
SEPTEMBER 18, 2024
It includes every touchpoint—whether it’s the way you’re greeted at the front desk, how well your concerns are listened to during an exam, or how smooth the follow-up process is. Managing customer experience in healthcare involves actively monitoring and improving every touchpoint patients have with your organization.
InMoment XI
JANUARY 17, 2024
In the dynamic world of hospitality, the ability to manage and enhance the guest experience often spells the difference between those who win and those who get left behind. With travel consumers exposed to seemingly limitless hospitality solutions, providing an exceptional guest experience helps differentiate your brand from competitors.
Happy or Not
NOVEMBER 13, 2024
Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint.
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