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. Travel: 16%. Example 4 – Voice bot to reduce phone wait times. Reduced wait times and faster resolutions. Education: 14%. Healthcare: 10%.

Customer Service 245

Customer Service Self Service Chatbots Return on Investment 245

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. And if I am put on hold or have to deal with a complication, it’s frustrating, but I can find the time to finish the task later in the day or on a different channel. Long wait times. Book flights?

Travel 61

Travel Self Service Hotels Hospitality 61

Interactions

AUGUST 7, 2019

As traveling becomes more mainstream, these amenities may seem like a distant dream. Instead, we are faced with the reality of overbooked flights, long wait times, and crowded airports. They are consistently friendly, productive, and follow the business rules every time. . A glass of champagne? A hot hand towel?

Travel 54

Travel Hospitality Wait Times Airlines 54

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Hospitality 62

Hospitality Travel Brands Self Service 62

Talkdesk

MARCH 16, 2021

Fragmented loan applications and long wait times for funds left small business owners frustrated. Talkdesk and one of our customers, Upside Business Travel , have developed ways to support the small businesses most impacted, both with PPP loan distribution and forgiveness. Talkdesk gives Upside flexibility and scalability.

Financial 121

Financial Travel Banking Contact Center 121

SurveySensum

MARCH 12, 2025

Their passengers experience inconsistent check-in wait times, but identifying the root cause was challenging. Using cross-tabulation, they analyze feedback based on: Lounge location Do travelers at some airports rate it better than others? Passenger tier Are Platinum members happier with the lounge than Economy Upgrades?

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. And if I am put on hold or have to deal with a complication, it’s frustrating, but I can find the time to finish the task later in the day or on a different channel. Long wait times. Book flights?

Travel 48

Travel Self Service Hotels Hospitality 48

InMoment XI

OCTOBER 19, 2021

We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?” call history, wait times, transfers, channel hopping) we can predict the level of effort the customer had to put forth to get their query resolved, all without a survey.

Analytics 221

Analytics Data Customer Experience Social Media 221

Thematic

JANUARY 21, 2025

For example, a restaurant chain could use text analytics to identify that customers frequently complain about wait times at specific locations. Here’s an example: A healthcare provider might notice that “long wait times” is a common topic in patient reviews. billion in 2025, and grow further to $78.65

Analytics 62

Analytics Data Social Media Analysis 62

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. Starting with a robust and mobile-responsive website, customers seamlessly transition to the travel-planning site, as well as the My Disney Experience tool. Once inside the park, a mobile app helps locate the attractions, provides estimated wait times, and even integrates with the Fast Pass VIP option.

Self Service 150

Self Service Strategy Customer Experience Hotels 150

UJET

DECEMBER 10, 2019

The holidays are a busy time. With an influx of travel plans, gift buying, and end-of-the-year promotions, brands find themselves faced with the task of maintaining inventory, getting orders out the door, and ensure that their customers are left satisfied. How can support teams better handle this busy time?

Tips 84

Tips Self Service Travel Wait Times 84

AWS Machine Learning

APRIL 30, 2024

This post-contact work can not only add to customer wait times, but also can put pressure on some agents to avoid taking notes altogether. This reduces customer wait times and improves agent productivity. Outside of work, Gopikrishnan loves to travel and enjoys playing cricket.

Analytics 116

Analytics Customer Service Call Recording Contact Center 116

Interactions

MARCH 19, 2020

We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . COVID-19 has impacted both personal and business travel. That is exactly what’s happening now.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

AWS Machine Learning

FEBRUARY 12, 2024

As a global leader in the online travel industry, Booking.com is always seeking innovative ways to enhance its services and provide customers with tailored and seamless experiences. Using SageMaker on-demand available instances allowed for a tenfold wait time reduction.

Training 131

Training Wait Times Resources Metrics 131

Customers That Stick

OCTOBER 30, 2014

book, movie, sporting event, relationship, travel). Contrarily, making a phone call to an agency and navigating the options and enduring the wait times has become my last resort for assistance. Either way when I met expectations, I got better tips. Everybody wins. Fill-In-The-Blank. >

Customer Experience 115

Customer Experience Sports Social Media Customer Service Representative 115

GetFeedback

AUGUST 16, 2018

Although customers like talking to your support staff over the phone or via live chat, time and effort are saved on all sides when customers can help themselves. That means shorter wait times, freed up agent time, and happier customers. They’d prefer a long initial wait time but a quality response.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Vonage

APRIL 12, 2016

I took that trip recently when I traveled to Santa Barbara to film my latest training videos at Lynda.com. Reduce your customer’s perceived wait time. You can probably picture the amazing views of the ocean and the charming beach towns you pass along the way. That’s how I describe it. It was peaceful and relaxing.

Exercises 120

Exercises Video Customers Travel 120

ijgolding

MARCH 31, 2017

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. My estimated wait time. An offer to call me back when I was first in the queue.

Comparison 120

Comparison Customer Experience Airlines Travel 120

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. This targeted approach helped deliver great customer service and underscored the company’s commitment to satisfying customer needs.

Examples 36

Examples Customer Service Case Study Hospitality 36

Lumoa

AUGUST 8, 2023

How often do you buy travel tickets? These should be specific, measurable, achievable, relevant, and time-bound (SMART). For example, if customer service is a common complaint, you could aim for a 25% reduction in wait times within six months. Examples of some behavioral questions: How do you go to your workplace?

Analysis 195

Analysis Survey Feedback How To 195

Kristina Evey

NOVEMBER 29, 2017

The gentleman in front of me at the Benihana food line was clearly dismayed at the wait time. Because we had plenty of time and I’m just that type of person, I engaged him in conversation asking him where he was from, if he and his family vacationed in the region often, etc.

Brands 149

Brands Customer Experience Entertainment Hotels 149

Interactions

JUNE 2, 2022

Summer 2022 is upon us and, as the Washington Post covers, all indications suggest travel will be back to the pre-pandemic era. But the war in Ukraine, high inflation, and lofty gas prices have added uncertainty in the travel world and increased the likelihood for out-of-practice travelers to make errors.

Self Service 62

Self Service Rewards Programs Travel Virtual Agent 62

Second to None

JULY 25, 2019

Customer effort is a measure of how easy it is for your customer to travel through the customer journey. Not only does this provide a swift option for their customers on the go, it also reduces wait time for others. It is the age of the consumer, which leaves the heavy lifting to the brands. Use your Strengths.

Innovation 80

Innovation Effort Score Travel Transportation 80

ShepHyken

OCTOBER 1, 2021

That’s one time they wouldn’t like to be sent from one customer support agent to another. However, automation tools can help your customers avoid annoying elevator music during wait times. In his spare time, Jason likes traveling extensively to learn about new cultures and traditions.

Customer Service 163

Customer Service Chatbots Knowledge Base System 163

Blake Morgan

SEPTEMBER 17, 2024

Linda’s strategies offer valuable lessons for CX professionals seeking to enhance their own operations: Empower Employees with Seamless Tools Tools like Agent on Demand simplify work for employees and improve customer service by reducing wait times and frustration. This proactive approach reduces delays and stress.

Airlines 59

Airlines Technology Self Service Customer Experience 59

Comm100

FEBRUARY 10, 2022

In an example offered by McKinsey, the US Department of Homeland Security (DHS) improved customer experience by reducing screening times for low-risk travelers. Improved integration of support services and improved volume has led to decreased wait times and improved resolution times.

Government 130

Government Customer Experience Social Media Chatbots 130

CSM Magazine

NOVEMBER 27, 2020

Travel insurance had seen a spike in inbound calls, as customers sought guidance and reassurance on their level of cover. Waiting times. Panellists were asked about the impact on call waiting times and customer satisfaction levels as their contact centre colleagues adjusted to working from home.

Insurance 98

Insurance How To Wait Times Chatbots 98

ProProfs Chat

NOVEMBER 29, 2019

Live Chat Response Time/Wait Time Statistics. That’s because other support channels like social media platforms, call support, and emails increase the waiting time with which the customers aren’t that comfortable. . Live chat has helped to increase travel and hospitality company’s revenue by $16 million, 2019.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Oracle

MARCH 23, 2018

Today’s CPQ market consists of companies in various industries such as insurance, automotive, travel, and financial services, who use the tool to achieve high levels of ROI. But now, CPQ solutions have evolved to become easy to use, easy to implement, and instrumental in achieving high levels of productivity and ROI.

Automotive 97

Automotive ROI Software System 97

Interactions

APRIL 29, 2022

Travel and Hospitality. This lack of agents results in the notorious long wait time endured when calling an airline. . With highly scalable Conversational AI solutions, the contact center model can shift to where technology handles the conversation with zero wait time. What’s happening?

Industry 62

Industry Contact Center Airlines Wait Times 62

Interactions

JULY 22, 2021

It’s impacted our ability to travel, have social interactions and, for most of us, redefined the way we work. While initially sympathetic, consumers are now tired of being told that their long wait times on the phone or late deliveries are simply “because of Covid”. Covid customer experience challenges. This benefit is two-fold.

Customer Service 62

Customer Service Travel Wait Times Ecommerce 62

Oracle

MARCH 20, 2019

Travelers start their journeys at Disney’s website, exploring possibilities for their trips. Once the guest arrives at the park, the mobile app can quickly locate attractions previously earmarked in the experience tool and provide estimated wait times for each attraction. Customer interaction management.

Omni-Channel 78

Omni-Channel Sales Customer Experience Retail 78

ShepHyken

JANUARY 10, 2020

Do you believe statements like “Your call is important to us” or “Due to higher than expected call volume, your wait time is longer than normal”? Sadly, companies lie to customers all the time. Huge apologies to our customers, especially those who traveled out of their way to find we were closed. I sure don’t!

Social Media 100

Social Media Advertising Brands Travel 100

AWS Machine Learning

OCTOBER 10, 2024

To reduce overall waiting time for customers to start seeing a response from Rufus, the team also developed an inference streaming architecture. With the high compute and memory load needed for LLM inference, the total time it takes to finish generating the full response for a customer query can take multiple seconds.

Comparison 93

Comparison System Travel Meeting 93

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . This when contact centers have also reported increases in call volumes, hold times, difficult calls, and escalations. .

Call Center 52

Call Center Self Service Management How To 52

Inbenta

NOVEMBER 3, 2022

Chatbots are designed to assist patients and avoid issues that may arise during normal business hours, such as waiting on hold for a long time or scheduling appointments that don’t fit into their busy schedules. Reduce waiting time. Request prescription refills. Consistency is key to getting better.

Healthcare 96

Healthcare Chatbots Self Service Hospitality 96

Bold360

MARCH 12, 2020

Wait times can be long. Weather can create further complications for air travel, as can flight delays and global travel restrictions. The gift of time. It’s often said that time is life’s most precious resource. Lost time can never be recovered. wait for it. time actually working.

Travel 52

Travel Conference Wait Times Resources 52