Expected Wait Time (EWT) is an estimate of how long a customer will have to wait in a queue before being connected with an agent. This estimate is based on factors such as incoming call volume, average handling time, and current staffing levels.
How to Calculate Expected Wait Time (EWT)
Why Expected Wait Time (EWT) Matters
EWT is crucial for managing customer expectations and ensuring a positive customer experience. Long wait times can lead to frustration, abandoned calls, and decreased customer loyalty. By accurately estimating and managing EWT, contact centers can improve service levels and customer satisfaction.
Factors Influencing Expected Wait Time (EWT)
Several factors can affect EWT, including:
Incoming Call Volume: Higher call volumes can increase wait times.
Service Level: The percentage of calls answered within a specified time frame.
Abandonment Rate: The percentage of calls abandoned by customers before being answered.
Conclusion
Expected Wait Time (EWT) is a vital metric in customer service operations, helping to manage customer expectations and improve service efficiency. By understanding and optimizing EWT, contact centers can enhance the overall customer experience.
How NICE is Redefining Customer Experience
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