InMoment XI

NOVEMBER 20, 2023

Another way AI is changing the customer experience realm is the detection of customer feedback themes to condense the main issues facing customers and present them back as valuable insights to improve. This results in reduced wait times, faster transaction processes, and an overall more efficient and enjoyable customer journey.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Kustomer

SEPTEMBER 19, 2023

While there are complex issues that human agents may need to address, AI can relieve customers of long wait times, acquire useful customer information and gain a better understanding to anticipate future needs. All the dreadful fears that come along with customer support have evolved and continue to improve in the modern digital era.

Self Service 52

Self Service Customer Experience Wait Times ROI 52

Lumoa

JUNE 14, 2023

Whether that’s because of long wait times, an unfriendly attitude from staff, or a slow resolution of their issues – customers are increasingly becoming more and more intolerant of sub-par customer service.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Experience Investigators by 360Connext

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. Present a Visual Dashboard Create a visual dashboard that provides a consolidated view of CX metrics and their impact on business outcomes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

NICE inContact

FEBRUARY 13, 2018

Open and accessible APIs allow for seamless integration and data dips into CRMs and databases to quickly and easily retrieve customer information based on their phone number or other data points, and immediately present those to the agent. If screen pops improve the AHT, then they also in turn will have a positive impact on the wait time.

Contact Center 122

Contact Center Average Handle Time Engagement Wait Times 122

Uniphore

NOVEMBER 23, 2021

Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI) by promoting innovation, boosting agent productivity, and increasing customer satisfaction. During the podcast, Jafar H.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 130

Interactions

JANUARY 25, 2023

This can lead to increased error frequency for virtual agents and long wait times for customers. This presents an unprecedented opportunity for companies to understand and adapt to their customers during each conversation. To learn more, check out our press release.

Virtual Agent 62

Virtual Agent Wait Times Interaction Analysis 62

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. Using truly customer-focused metrics.

Case Study 152

Case Study Airlines Conference Wait Times 152

Comm100

NOVEMBER 15, 2022

However, although this presents great opportunities to stand out from the crowd, it also poses great challenges. The greatest telephone customer service pain points are getting passed from one representative to another (34%) and having to wait too long to reach a representative (26%). This compares to a 78% benchmark for phone support.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

Interactions

JANUARY 25, 2023

This can lead to increased error frequency for virtual agents and long wait times for customers. This presents an unprecedented opportunity for companies to understand and adapt to their customers during each conversation. To learn more, check out our press release.

Virtual Agent 62

Virtual Agent Wait Times Interaction Analysis 62

NICE inContact

FEBRUARY 5, 2019

However, you are concerned that long wait times are resulting in lost orders. Donna Fluss, the founder and President of DMG Consulting has conducted extensive research into the most effective ways to build a compelling business case for modernize a legacy contact center and how to best present this information to business leaders.

Contact Center 150

Contact Center Self Service How To Call Center 150

Comm100

MARCH 19, 2020

Take a look at the estimated wait times that WestJet was showing on their website on March 12th 2020 (sorry WestJet, we know many other companies were experiencing similar challenges too!): In a challenging time like now, many of your customers will be reaching out looking for guidance and information. Consistent messaging.

Contact Center 131

Contact Center Chatbots ROI Knowledge Base 131

Comm100

MARCH 19, 2020

Take a look at the estimated wait times that WestJet was showing on their website on March 12th 2020: Chatbots are ideal tools for identifying and categorizing queries quickly, and then resolving the issue without a human agent. Skyrocketing chat volume. Consistent messaging.

Contact Center 130

Contact Center Chatbots ROI Knowledge Base 130

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. Instead, when a visitor asks a question on live chat, AI technology automatically surfaces answers from pre-written canned messages and knowledge base articles and presents them to the agent.

Chatbots 146

Chatbots Examples Customer Service Banking 146

BirdEye

MARCH 5, 2024

The way we search for information is undergoing a monumental shift, and for multi-location businesses, this shift presents both challenges and exciting opportunities. Aims to handle more descriptive and nuanced queries where users can ask detailed questions, and SGE generates relevant answers. Still evolving, and its impact remains uncertain.

Social Media 57

Social Media Interaction Government Trends 57

Interactions

MAY 6, 2024

Customers are seldom put on “dumb-hold” or transferred, even when presenting complex inquiries such as refunds or cancellations. This not only saves agents a ton of time but also enhances the overall customer experience, reducing wait times and frustration.

Interaction 62

Interaction Customer Service Data Self Service 62

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. By improving the overall customer experience, there is a noticeable reduction in the burden on contact centers, which decreases customer support requests, wait times, and time to resolution. Enhancing CX can lead to direct cost savings.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Comm100

MARCH 21, 2022

We present a lot of this data to our administration to show them what our constituents are asking for, what they need, and how they feel.” – Santa Fe County, Tommy Garcia, Quality Control Program Manager . Getting access to all the data that comes through Comm1000’s platform is gold.

Government 169

Government Omni-Channel Wait Times CRM 169

Comm100

MARCH 16, 2022

However, for those citizens who want an answer faster than this but are put off from the prospect of long wait times and frustrating IVR that are often associated with telephone support, government live chat is the answer. Realizing the long wait times and negative CSAT that this was causing, Santa Fe County launched live chat.

Government 200

Government Customer Service Chatbots Effort Score 200

NobelBiz

JULY 31, 2023

With the right call queuing system in place, you’ll witness improved call handling, reduced wait times, and heightened agent productivity. This indispensable process optimizes agent availability, reduces wait times, and crafts engaging on-hold experiences. The result?

Communication 52

Communication Call Center Wait Times Contact Center Software 52

Comm100

SEPTEMBER 4, 2022

Be clear about wait time. If a customer must wait, let them know for how long, and what it is that they are waiting for. If you cannot solve a customer’s problem, be sure to explain why, and to present the next best possible resolution. Some steps you can take include: 7. Proofread before sending.

Customer Service 245

Customer Service Abandon Rate ROI Apparel 245

Kustomer

OCTOBER 20, 2022

The twists and turns were endless, but the holiday season presented a whole new set of challenges. What was already a stressful time of year, became uncharted territory for many organizations. Retail and e-commerce organizations were also facing limited staff, frequent shipping issues and more challenging inquiries.

e-support 98

e-support Retail Customer Journeys Wait Times 98

Experience Investigators by 360Connext

JUNE 8, 2021

To look for clues for the future, it’s vital to understand their present reality. Customers complain about wait times, for example, and say things like “even my car mechanic has a mobile update system now – why do I have to wait on hold?” Consider their real lives.

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Horizon CX

APRIL 3, 2023

From recording calls for quality assurance to implementing employee-training programs, contact center supervisors understand the importance of constant improvement as they strive to present their company in the best possible light. Do prepare callers while they wait on hold. Time spent on hold is usually perceived as wasted time.

Contact Center 130

Contact Center Call Center Entertainment System 130

Comm100

MARCH 9, 2022

Traditional phone support tends to result in lengthy wait times as members wait for an available agent. Gen Z consumers present an opportunity for credit unions as they often don’t have a developed loyalty to banks and can be attracted to credit unions that embrace digital innovation to offer highly personalized experiences.

Strategy 185

Strategy Omni-Channel e-support Financial 185

NobelBiz

FEBRUARY 22, 2023

That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. Long waiting times Customers are no longer willing to wait. To avoid long wait times, you need to identify clients and qualify the request as soon as you receive the call.

How To 52

How To Omni-Channel Multi-Channel Wait Times 52

Interactions

JULY 22, 2021

While initially sympathetic, consumers are now tired of being told that their long wait times on the phone or late deliveries are simply “because of Covid”. It is this home-based lifestyle, both personally and professionally, that has presented unprecedented challenges to businesses. This benefit is two-fold.

Customer Service 62

Customer Service Travel Wait Times Poor Customer Service 62

NobelBiz

FEBRUARY 18, 2023

That is why the pick-up rate and average waiting time remain the two most visible areas for improvement within the call center industry. Long waiting times Customers are no longer willing to wait. To avoid long wait times, you need to identify clients and qualify the request as soon as you receive the call.

How To 52

How To Omni-Channel Multi-Channel Call Center 52

ReviewTrackers

OCTOBER 7, 2022

Surveys can help discover this pain point quickly so that you can turn around and find ways to improve staff morale and presentation in front of patients. For instance, you might want to make some new additions to the waiting area. You can narrow down the choices, and then present them to patients as a survey after their visit.

Survey 65

Survey Healthcare Abandon Rate Hospitality 65

Thematic

FEBRUARY 19, 2024

Customer experience presents a lucrative opportunity for those who invest wisely. Are wait times long? Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. Better customer experience, better bottom line. What are some common CX friction points? Is estimated delivery inaccurate?

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

Customer experience presents a lucrative opportunity for those who invest wisely. Are wait times long? Good customer experience helps you to boost loyalty, brand reputation, and cut support costs. Better customer experience, better bottom line. What are some common CX friction points? Is estimated delivery inaccurate?

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

TechSee

OCTOBER 2, 2019

Wait time – 27 percent said having to wait too long to reach a customer service rep was a deciding factor in whether or not to move on. Dissatisfied customers present a real threat as they could negatively influence others. The survey dug deep into the aspects of customer service that made subscribers call it quits.

Survey 164

Survey Customer Service Social Media Telecommunications 164

Interactions

AUGUST 5, 2021

The two general roads that companies take are either: (1) Decrease or eliminate the wait time or. ( 2) Make the waiting time more valuable to the customer. Here are some examples of how companies approach the latter: Giving you something to do/listen to while waiting. It is quite literally worth the money. .

Wait Times 62

Wait Times Insurance ROI Resources 62

Lumoa

AUGUST 8, 2023

presenting data in a visual format, you can gain a clearer understanding of your customer feedback, making it easier to identify areas for improvement and monitor the impact of your actions over time. These should be specific, measurable, achievable, relevant, and time-bound (SMART).

Analysis 208

Analysis Survey Feedback How To 208

Kustomer

FEBRUARY 5, 2021

The twists and turns were endless, but the holiday season presented a whole new set of challenges. What is already a stressful time of year, was now uncharted territory. 2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned during the past year.

e-support 98

e-support Retail Customer Journeys Wait Times 98

TechSee

NOVEMBER 18, 2022

While everyone else is spending time with family and friends, service teams are hard at work making sure their customer’s holiday plans aren’t interrupted by long wait times or service disruptions.

Video 109

Video Guidelines Tips Connections 109

Magellan Solutions

SEPTEMBER 18, 2023

This includes medical history and presenting signs and symptoms, to predict future health risks. Such technology improves access to healthcare and reduces healthcare costs and waiting times. AI and machine learning (ML) study patient data. They can do all of this without needing face-to-face visits.

Healthcare 98

Healthcare Tools Hospitality Insurance 98