Tag: hold time

Can you always believe the IVR message?

Can you always believe the IVR message?

Frequently, people ask me which companies have the best service.  I generally mention American Express as an example. They seem to hire the right people, train them appropriately and do not sound scripted. Although I check my online account a few different times during the month, I periodically call the toll free number with a …Continue Reading

Don’t Get Hung-up on Hold Times

Filed in Blog, Customer Service, Hospitality, Technology by on January 24, 2013 0 Comments
Don’t Get Hung-up on Hold Times

Whenever I hear contact center managers talk about excessive hold times in the queue, it makes me think of research our firm has conducted for one of our consumer product clients. The problem: As happens sometimes, the company had released several new brands and Marketing promoted them via an extensive advertising campaign. However, they failed …Continue Reading