Average Handle Time System Wait Times White Paper 
Seaton CX
MAY 24, 2023
According to an IDC white paper published in January 2022 , 87% of companies believe they provide an excellent customer experience—but only 11% of customers agree. On average, he found, a programmer could code 32 projects per month—but individual performance ranged from 4 to 48 per month. Clearly an opportunity for improvement.
Uniphore
DECEMBER 17, 2021
Combined with long wait times for assistance, high amounts of effort to get issues resolved and questions answered, and a lack of empathy and understanding on the part of stressed agents, member experiences aren’t living up to their expectations for an easy, convenient, and empathetic interaction. Improved member satisfaction.
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