Paco Underhill, consultant and author of the book Why We Buy: The Science of Shopping, notes that 90 seconds is the limit to how long a customer accurately perceives the duration of his wait in line. After 90 seconds, perception is distorted and 3 minutes feel like 4, and 4 seem like 5. People online are even more impatient. They will wait no more than 4 seconds for a webpage to load according to Akamai and Jupiter Research. As for people on the phone, aside from short wait time first call resolution is very important to them.In a nutshell, people want to be attended to almost instantaneously and they want their issues reolved the first time they call.
The need to be available at anytime, anyplace is in higher demand today than ever before. Timely response to a customer or co-worker could mean the difference between winning or losing business. Many of us have grown accustomed to multiple phone numbers, multiple voice mailboxes, different devices and different services such as email, instant messaging and collaborative tools.Imagine if you could use a single phone that offers access to a common directory, a common mailbox and a common set of services.
With NEC, users can link their desk extension with their mobile device. All enterprise calls established/received can either be dialed/answered via their desk extension or cell phone. Moreover, in-building cell phone calls are converted to Voice over IP and routed over the in-building WiFi network providing instant savings as less cell minutes are used. Having a user's extension as the focal point for all voice communications means that users can always be reached. Fewer calls are missed, productivity is increased and mobility is optimized. (sources: Rich Silverman Time Blogging Team, Why We Buy: The Science of Shopping by Paco Underhill, Akamai and Jupiter Research)