Customer Experience News & Trends

What contact centers can learn from Cyber Monday

This year’s Cyber Monday proved to be a boon for business – and this lesson for contact centers.

Be ready to answer the phone. Average call wait times were 139% higher at the top 25 retailers than they normally are, a STELLAService survey just found. On average, customers waited seven minutes to talk to an agent, says STELLAService CEO Jordy Leiser.

Customers look online for products and services, and often buy without personal help. But many still need to make a call to finish the purchase. If agents aren’t available quickly, customers may abandon plans to buy.

To prevent long waits, contact center leaders want to be in continuous touch with marketing and sales executives. Two keys:

  • Set up a plan so the contact center is involved in promotions and details on anticipated spikes in customer demand.
  • Get contact center agents on mail and email lists so they know exactly what customers see and know at the same time.

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