Customer Experience News & Trends

When will customers call — at work or after?

Customers usually rank convenience high on their “must-haves” for service. But do they really need you around the clock?

Probably not, it turns out.

Most customers (47%) usually connect with someone in a contact center for help while they’re at work. A third make contact after work, according to a recent study from Angel.

Apparently customers want to take care of most business during business hours.

That’s probably when you have most hands on deck in the contact center. The key is to make everyone on duty as efficient and available as possible. So consider scheduling training after the core work hours, and allow agents time toward the end of their shifts to do all post-call work.

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