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. Besides benefits to wait times and resolutions, this also has benefits to cost, as fewer agents can handle more students.

Effort Score 215

Effort Score Wait Times Video Communication 215

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. In 2013, McDonald’s recorded the longest waiting time at its drive-thrus. And the waiting time is mainly influenced by the menu complexity.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Comm100

NOVEMBER 13, 2022

It was launched so our agents can spend less time on simple queries, and more on the complicated and high-value queries.”. Denny Michaud, Customer Relations Manager, Canadian Blood Services . In this way, chatbots also help organizations manage high volumes of support. ” – Richard Branson, COO of Tangerine .

Tools 181

Tools Customer Service Tips Omni-Channel 181

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. The Affordable Care Act in the U.S.,

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. You must continuously gauge customer sentiment to ensure you’re delivering exactly what customers expect, and you must actively manage front-line performance using that same feedback.

Self Service 40

Self Service Trends Customer Service Contact Center 40

TechSee

DECEMBER 5, 2017

The Netherlands-based Casengo also offers features such as Workflow management tools and unlimited Inboxes. Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” ” 2. Coveo.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Grade.us

AUGUST 7, 2018

What's the easiest way to sell review management? Industry specific review management gives you the ability to develop deep expertise on a particular industry or niche. When clients hire a good generalist to handle their review management campaigns things go well. They absorb the lessons from their feedback. Competition.

Industry 37

Industry Management How To Automotive 37