Summary
Forrester’s November 2024 data shows that US online adults will tolerate longer wait times in customer service, challenging the conventional wisdom for brands that a speedy answer is the only “right” option. The key: 95% of US online adults say they’d wait longer on hold if it guaranteed getting an agent who could resolve their issue on the first attempt. Customer service leaders must enhance agents’ problem-solving skills with better training and tools. Better-skilled agents will increase first-contact resolutions, which will decrease repeat calls — and ultimately reduce wait times. This is a snapshot of Forrester’s data on evolving expectations in customer service wait times.
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