Virtual queuing systems allow customers to receive callbacks instead of waiting in a call center on hold queue. What is the impact to the customer experience is covered within.
To those of you who have been wondering about or considering implementing virtual queuing into your call center, I hope you found the previous blog posts on the topic useful. For ease and reference: Part 1: Wait on hold or wait in line? THAT is the Call Center Question. Part 2: How to calculate pulling [...]