Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. Using truly customer-focused metrics.

Case Study 152

Case Study Airlines Conference Wait Times 152

GetFeedback

MAY 23, 2019

The survey should be presented to all stakeholders within the organization. Alternatively, if the ratings are negative because of the wait times in connecting the caller to a person, you would want to alter the phone system process. For example, after completing one or more milestones within your product.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

InMoment XI

JANUARY 20, 2024

This cuts down on wait- times, which is a top frustration among consumers. AI Presents Retailers With New Challenges AI is improving the way retailers interact with their customers. However, AI does present some unique challenges to retailers. While AI presents significant opportunities, it also comes with challenges.

Retail 195

Retail Customer Experience Social Media Chatbots 195

Comm100

MARCH 21, 2022

We present a lot of this data to our administration to show them what our constituents are asking for, what they need, and how they feel.” – Santa Fe County, Tommy Garcia, Quality Control Program Manager . Getting access to all the data that comes through Comm1000’s platform is gold.

Government 234

Government Omni-Channel Wait Times CRM 234

Experience Investigators by 360Connext

JUNE 8, 2021

To look for clues for the future, it’s vital to understand their present reality. Customers complain about wait times, for example, and say things like “even my car mechanic has a mobile update system now – why do I have to wait on hold?” Consider their real lives.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

Comm100

MARCH 16, 2022

However, for those citizens who want an answer faster than this but are put off from the prospect of long wait times and frustrating IVR that are often associated with telephone support, government live chat is the answer. Realizing the long wait times and negative CSAT that this was causing, Santa Fe County launched live chat.

Government 245

Government Customer Service Chatbots Effort Score 245

InMoment XI

JULY 11, 2024

Share Insights: The final step is generating reports and dashboards that present the insights in an easily digestible manner. Perhaps this call center notices that over the last 90 days, there has been an increase in calls related to long wait times. Why is Speech Analytics Important?

Analytics 195

Analytics Contact Center e-support Healthcare 195

Comm100

MARCH 20, 2024

Live chat for immediate, real-time engagement Implementing live chat on government websites allows for immediate communication between citizens and government representatives. Real-time interaction adds a human element to digital communication too, fostering a sense of connection and trust.

Government 244

Government Communication Self Service How To 244

Comm100

MARCH 9, 2022

Traditional phone support tends to result in lengthy wait times as members wait for an available agent. Gen Z consumers present an opportunity for credit unions as they often don’t have a developed loyalty to banks and can be attracted to credit unions that embrace digital innovation to offer highly personalized experiences.

Strategy 241

Strategy Omni-Channel e-support Financial 241

NICE inContact

FEBRUARY 5, 2019

However, you are concerned that long wait times are resulting in lost orders. Donna Fluss, the founder and President of DMG Consulting has conducted extensive research into the most effective ways to build a compelling business case for modernize a legacy contact center and how to best present this information to business leaders.

Contact Center 150

Contact Center Self Service How To Call Center 150

NICE inContact

FEBRUARY 13, 2018

Open and accessible APIs allow for seamless integration and data dips into CRMs and databases to quickly and easily retrieve customer information based on their phone number or other data points, and immediately present those to the agent. If screen pops improve the AHT, then they also in turn will have a positive impact on the wait time.

Contact Center 122

Contact Center Average Handle Time Engagement Wait Times 122

NobelBiz

OCTOBER 22, 2024

Leverage Analytics to Track, Adapt, and Succeed The analytics coming from call centers present the necessary data that enables firms to interpret their performance and customer behavior. NobelBiz presents state-of-the-art solutions for contact centers to tap into the power of data in order to take their operations to the next level.

Analytics 52

Analytics Contact Center Call Center First Call Resolution 52

Comm100

SEPTEMBER 4, 2022

Be clear about wait time. If a customer must wait, let them know for how long, and what it is that they are waiting for. If you cannot solve a customer’s problem, be sure to explain why, and to present the next best possible resolution. Some steps you can take include: 7. Proofread before sending.

Customer Service 246

Customer Service Apparel Abandon Rate ROI 246

Comm100

MARCH 19, 2020

Take a look at the estimated wait times that WestJet was showing on their website on March 12th 2020 (sorry WestJet, we know many other companies were experiencing similar challenges too!): In a challenging time like now, many of your customers will be reaching out looking for guidance and information. Consistent messaging.

Contact Center 146

Contact Center Chatbots ROI Knowledge Base 146

Experience Investigators by 360Connext

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. Present a Visual Dashboard Create a visual dashboard that provides a consolidated view of CX metrics and their impact on business outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

TechSee

OCTOBER 2, 2019

Wait time – 27 percent said having to wait too long to reach a customer service rep was a deciding factor in whether or not to move on. Dissatisfied customers present a real threat as they could negatively influence others. The survey dug deep into the aspects of customer service that made subscribers call it quits.

Survey 164

Survey Customer Service Social Media Telecommunications 164

BlueOcean

JANUARY 9, 2018

We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold. Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

C3Centricity

SEPTEMBER 14, 2020

Brian Solis wrote a great article on “11 Trends Shaping The Future Of Retail” based on a presentation he wrote back in 2015 – an eternity these days! The success of Uber and Lyft lies partly in the fact that the customer can call a car and immediately know the waiting time based on a live map of their surroundings.

Retail 299

Retail Apparel Trends Transportation 299

Comm100

OCTOBER 18, 2018

When it comes to holidays some things don’t change, like presents under the tree, turkey at Thanksgiving, and even customers’ expectations of service. Reduce wait times with real-time support. This usually results in longer waiting times, unresolved queries, and frustrated customers.

Customer Service 131

Customer Service Knowledge Base Wait Times Policies 131

CloudCherry

DECEMBER 1, 2018

That means every comment from a detractor gets sent to a manager for follow up, with real-time notifications. Every comment and score is analyzed and presented on their CloudCherry CrossTab dashboard. Wait times often have a high impact on NPS and can be a big cause of dissatisfaction at specific branches.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Kayako

JANUARY 19, 2017

Or worse, that you’re leaving your customers hanging around waiting to receive help. For live chat to really hold up it’s name, the agent must be present. Most customers refuse to wait more than five minutes for a response. Average handle time (minutes:seconds). Total wait time (hours:minutes:seconds).

Average Handle Time 120

Average Handle Time Wait Times How To Metrics 120

Comm100

MARCH 19, 2020

Take a look at the estimated wait times that WestJet was showing on their website on March 12th 2020: Chatbots are ideal tools for identifying and categorizing queries quickly, and then resolving the issue without a human agent. Skyrocketing chat volume. Consistent messaging.

Contact Center 130

Contact Center Chatbots ROI Knowledge Base 130

InMoment XI

AUGUST 14, 2024

For example, a hospital might use AI to detect recurring complaints about long waiting times or the quality of care. Real-Time Analytics : The ability to provide immediate insights and actionable recommendations. User-friendly interface: Choose a tool that presents insights in an easily understandable format.

Feedback 195

Feedback Customer Experience Social Media Hotels 195

Retently

MARCH 11, 2025

If scores drop, is it because of longer wait times, unhelpful responses, or an issue with a specific agent? Response times : How long does it take for customers to get a resolution? Are wait times creeping up? Do customers lack real-time tracking visibility? Is the courier underperforming?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Kayako

FEBRUARY 7, 2018

For example, if a business wants to focus on retaining more customers, but support reps haven’t been told this is an OKR, they may not know that they can be taking steps to increase customer satisfaction, such as reducing wait times or improving FAQs to help customers find answers to questions faster.

Customer Service 211

Customer Service Training Feedback Interaction 211

TechSee

JULY 24, 2023

This can help to reduce wait times, improve accuracy, and personalize the customer experience. This can help you: Reduce wait times: Get your customers to fill out critical information to better route calls and provide background information to your agents before they answer the call.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time CRM 109

TechSee

AUGUST 26, 2024

Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. Chat interactions also present their own unique challenges.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

Comm100

NOVEMBER 15, 2022

However, although this presents great opportunities to stand out from the crowd, it also poses great challenges. The greatest telephone customer service pain points are getting passed from one representative to another (34%) and having to wait too long to reach a representative (26%). This compares to a 78% benchmark for phone support.

Strategy 146

Strategy Omni-Channel Contact Center Chatbots 146

Lumoa

JUNE 14, 2023

Whether that’s because of long wait times, an unfriendly attitude from staff, or a slow resolution of their issues – customers are increasingly becoming more and more intolerant of sub-par customer service.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. During the podcast, Jafar H.

Average Handle Time 130

Average Handle Time Return on Investment e-support ROI 130

CSM Magazine

NOVEMBER 17, 2024

This gap presents a powerful opportunity for companies to stand out. AI-powered chatbots and assistants eliminate major customer pain points like long wait times and repetitive authentication processes. Indeed, the perceived quality of CX, as rated by U.S.

Communication 59

Communication Contact Center Self Service First Call Resolution 59

InMoment XI

NOVEMBER 20, 2023

Another way AI is changing the customer experience realm is the detection of customer feedback themes to condense the main issues facing customers and present them back as valuable insights to improve. This results in reduced wait times, faster transaction processes, and an overall more efficient and enjoyable customer journey.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. By improving the overall customer experience, there is a noticeable reduction in the burden on contact centers, which decreases customer support requests, wait times, and time to resolution. Enhancing CX can lead to direct cost savings.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

C3Centricity

APRIL 29, 2020

Brian Solis wrote a great article on “11 Trends Shaping The Future Of Retail” based on a presentation he wrote back in 2015 – an eternity these days! The success of Uber and Lyft lies partly in the fact that the customer can call a car and immediately know the waiting time based on a live map of their surroundings.

Retail 240

Retail Apparel Transportation Trends 240

GetFeedback

AUGUST 23, 2018

Was wait time too long? When you can, present a solution or workaround in your first communication. And then respond. Dig into the issue. A lot of customers leave vague feedback. For instance, they might say they had terrible service, but not give any specifics. Was a particular employee rude? First, do your homework.

Feedback 170

Feedback Customers Tips Wait Times 170

GetFeedback

MAY 9, 2018

Presenting too much text that has the customer scrolling endlessly down their small screen to read through content that was meant for a desktop. Mobile customers are usually looking for the quickest solution and live chat is literally hundreds of times quicker than social media or email. Awkwardly formatted pages.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

Comm100

NOVEMBER 13, 2022

This improves the customer experience as it prevents wait times from soaring, but it also reduces costs as teams aren’t forced to hire more staff to handle the workload. If it had been left as it was, acceptance rates and wait times would have been seriously damaged, and complaints rife.

Tools 242

Tools Customer Service Tips Omni-Channel 242