Wait Time in Customer Service: A Make-or-Break Factor in CX
While reducing wait times is critical, it’s not enough to guarantee customer satisfaction—meeting expectations consistently is key, achievable through effective workforce management.
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In customer service, wait time is crucial, but it's not everything. Customers grow more dissatisfied the longer they wait on the phone, over chat, or in person. Shortening wait times doesn't equate to happier customers; in the CX space, it's considered a "dissatisfier".
Wait time plays a vital role in shaping customers' first impressions of your business and service, making it a pivotal factor in customer experience.
Consistently meeting wait time expectations is essential to ensure a positive start with customers. Good Workforce Management can make that happen efficiently.