2012 Call Center Contact Center Wait Times 
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. .
CX Accelerator
MAY 25, 2022
And, as I am sure you already know, this may lead to longer wait times, more generic canned replies, less fully answered questions and resolved problems. Taking a step back to look at the entire customer journey as it relates to contacting customer support, one basic requirement stands out: having a support email address.
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