Interactions

JUNE 18, 2020

With the right application design, this solution will not only improve agent experience, but will also allow the call center to handle more calls while eliminating wait times. Long wait times, outdated automated systems, and other inefficiencies add to that frustration.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

CX Journey

MAY 26, 2016

There are a lot of B2B2C customer experience design examples to support this need, this scenario, but my favorite (and a very powerful one) is the story of how Doug Dietz, the principal designer for GE Healthcare, transformed the MRI experience for patients (the C) and ultimately made their partners (the Bs) successful.

Customer Experience 109

Customer Experience Hospitality Healthcare B2B 109

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

CX Journey

NOVEMBER 24, 2015

Now, think about the next time you need to call. I know how painful it can be to call customer service. And then the wait time for a rep to actually take/answer your call. And you can see how this system can help companies deliver on the four customer experience design requirements I outlined above.

Customer Service 80

Customer Service Call Center Case Study Customers 80

Truthlab

MAY 1, 2019

If that individual encounters long wait times, or a rude, incompetent agent who gives them the run-around, then how will that company score in overall CX ? But what happens when, inevitably, something goes wrong or the user is confused about something to do with the product or service and has to call on the phone for assistance?

User Experience 54

User Experience Customer Experience Wait Times Online Experience 54

Myra Golden

APRIL 11, 2023

While cost reduction is an important goal, it should not be achieved at the expense of delivering exceptional customer service. For example, reducing staffing levels to save costs could lead to longer wait times and reduced customer satisfaction.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Myra Golden

MARCH 15, 2018

Once, when I was on hold with Fitbit about a problem with my fitness tracker, the agent said to me, “While we’re waiting, Myra, I’d like to give you some tips on how to care for your Flex band.” That was a smart use of the waiting time because I was having a problem for the second time, with my band.

Customer Service 59

Customer Service Customer Service Representative Tips Wait Times 59