Comm100

FEBRUARY 1, 2023

Lower wait times and faster issue resolutions Research shows that digital channels like live chat are overtaking phone support in popularity, and especially among Gen Z and Millennials. This means that agents can handle multiple chats at once compared to phone calls where only one conversation is possible at a time.

Effort Score 215

Effort Score Wait Times Video Communication 215

Retently

MARCH 23, 2023

This example isn’t a statement about McAfee’s specific practices, as they’re far from uncommon in many industries. If your business depends on recurring billing – for example, a monthly SaaS subscription or an ongoing product delivery service – it’s essential to be transparent about how you’ll handle billing for your service.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Alida

DECEMBER 15, 2016

Between 2009 and 2013, annual hospital deals have increased 14 percent. Engage with your patients throughout the process to benchmark satisfaction metrics and get a better understanding of its impact to wait times, consumer perception and other factors of patient care. One example comes from the airline industry.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Alida

APRIL 5, 2017

By following examples set by successful retail brands, health care providers can devise new ways to better engage current patient populations and expand their reach to new demographics. What does it look like, and how should providers implement it in their practices and hospitals? Realize that people do have other choices.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

Middlesex Consulting

DECEMBER 14, 2015

Looking at any one specific type of information will show us areas to improve. 

For example, look at year-over-year warranty costs by model number. For example, look at abandoned calls and hold time. Lets look at a few examples . Use actual labor rates and actual talk time. Is initial quality improving?

Analysis 60

Analysis Financial Call Center Loyalty 60

Middlesex Consulting

DECEMBER 14, 2015

For example, look at year-over-year warranty costs by model number. If your responsibility includes the call center, then you have information about call wait times, hold times before a call is abandoned, talk time, number of handoffs (if applicable), and number of calls for the same ticket number.

Analysis 60

Analysis Call Center Financial Loyalty 60

CSM Magazine

DECEMBER 12, 2019

It’s also a 50% increase from 2009’s record low of $4.06 These are just two examples – but with a strong economy putting more money in your customers’ pockets, their propensity to buy, travel, or make other purchases during these peak periods is expected to grow. That’s better than the pre-recession high of $4.4

Customer Experience 52

Customer Experience Tips Self Service Average Handle Time 52