2022 Case Study Contact Center Wait Times 
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. AI is the now of the contact center.
Lithium
SEPTEMBER 9, 2022
As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Furthermore, specific contact centers are reporting up to a 100% turnover rate. Your customers will have longer wait times to speak with an agent, which decreases your NPS.
Lithium
JULY 20, 2022
As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Furthermore, specific contact centers are reporting up to a 100% turnover rate. Your customers will have longer wait times to speak with an agent, which decreases your NPS.
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