NICE inContact
APRIL 5, 2019
This lack of control makes it hard for a business to know how many agents they need to have working at any one time so customers don’t get frustrated by long wait times. Call spikes, which are times when there are a lot of calls, then to occur in the early morning, lunch, and early evening times.
Interactions
APRIL 29, 2022
According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.
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NICE inContact
JUNE 14, 2016
Earlier this year I had an issue with an airline so, as many of us would do, I called them. I was greeted with an automated message telling me that the wait time is expected to be 90 minutes. Apparently their social media was as backed up as their contact center. So, I left my favorite airline for another.
Experience Investigators by 360Connext
APRIL 28, 2017
My favorite metric was how they determined the incredible results of reducing wait time. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. The result of reducing YEARS off the wait time for one region illustrates the power of customer experience!
Interactions
MARCH 19, 2020
Consumers are scrambling to contact airlines and hotels to cancel or change their bookings. . But, brands are struggling to keep their contact centers open and operations running smoothly while ensuring the safety of their employees. . Contact center employees are typically the first line of defense.
ShepHyken
JANUARY 18, 2019
This rings especially true in the contact center, where many of the simpler, repetitive tasks are still performed by humans. Would you ever use that airline again? It’s a crucial part of the contact center and the longer you wait to deploy it the further behind your competition you fall.
CSM Magazine
DECEMBER 14, 2022
Phone channels have been the critical entry point to customer service for decades, but they are often a significant pain point for customers and brands alike, with lengthy wait times and high costs. Implementing a fully digital strategy is becoming more common for businesses, especially in the face of rapid digitalisation.
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