Most likely you’ve flown Southwest Air, and if you anything like me, I LUV them because of price and convenience of scheduling on flights under 500 miles. I like Southwest, and indeed sometimes I love them because the get me home on nights when sometimes I never expected to sleep in my own bed...
Posted to
Nuance Enterprise Connect Blog
by
Ilene Kaminsky
on
04-08-2010
Filed under:
Filed under: customer experience, benchmarking , customer service representative, contact center, customer loyalty, misdirects, customer service, outbound customer care: speech automation, customer care, customer satisfaction, IVR, cross-channel, multimodal, multichannel
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...
