ShepHyken

OCTOBER 1, 2023

The customer’s AHT includes hold time and time on the phone with the agent. So, if you look at the total AHT, it includes wait time, phone time, and task time. Dave Salisbury (Call Centre Helper) Here are 17 top tips for managing big changes well in the contact center.

Customer Service 65

Customer Service Contact Center Average Handle Time Customer Service Strategies 65

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past.

Customer Service 98

Customer Service Training Exercises Feedback 98

ShepHyken

MAY 4, 2020

How To Flatten The Contact Center Curve, According To The Experts by Johnny Rosa. Contact centers must adapt and industry experts agree on what they absolutely have to do flatten the contact center curve. My Comment: The contact/support center was hit hard throughout the crisis.

Customer Service 96

Customer Service Contact Center Retail B2C 96

Comm100

OCTOBER 25, 2017

It’s so easy to think in these situations that they are all the same and to ask yourself the question – “why are customers so rude?”. We’ve all experienced times when circumstances have tested our tactfulness. Fortunately, there are certain things that you can do to help handle these types of customers and improve the situation.

Customers 327

Customers Customer Service Ecommerce eBook 327

Stella Connect

JANUARY 28, 2022

According to our research, two areas that can influence whether customers have a negative interaction include: Customer effort: 70% of customers tell us they’re only willing to reach out to customer service 2-3 times before they will either leave a negative review or switch to a competitor.

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

Stella Connect

DECEMBER 15, 2021

Long wait times. It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. Discover More Customer Support Trends Every Business Needs to Know. Impersonal interactions.

Trends 75

Trends Poor Customer Service Consumers Social Media 75

Stella Connect

MARCH 2, 2018

The Erlang C predictions in this chart, based on a 20-hour workload, show how slight variations in front-line staff totals can dramatically impact service quality. Scaling the team from 21 to 24 agents, for example, eliminates more than half of delayed calls and cuts the customer’s wait time by 75%.

Call Center 40

Call Center Average Handle Time Ecommerce Wait Times 40