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What is the "World Class Standard" for wait time for banking customers in a queue when they wish to speak with customer support?

We recently received the following question through our "Ask The Experts" form: The issue around queue wait times continues to be a pressing issue for many companies within your industry. Although there is no "World Class Standard" to define the optimal wait time for a customer in...

Posted to Nuance Enterprise Connect Blog by Brian Pia on 03-19-2009
Filed under: Filed under: benchmarking , banking, Average Speed of Answer, wait time standards, ASA

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