Customer Experience News & Trends

What’s behind customers’ tolerance to wait?

Customers will wait for help some days longer than other days. Why? It has to do with these seven factors.

Benchmark set: Do you respond fast enough to customers?

A handful of big companies have slashed wait times and impressed customers. Are you near the benchmark they’ve set?

How long will customers wait to buy something?

Move fast, contact center pros! If you don’t help customers in this amount of time, they aren’t buying.

Customers are thinking the worst when you make them wait

Even the best wait-time music isn’t changing what customers think when you make them wait – and it’s not good.