Virtual Queuing Series

/Virtual Queuing Series

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.

3 Top secret call center tips for budget friendly alternatives to Virtual Queuing Technology

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 [...]

By | February 23rd, 2011|Virtual Queuing Series|0 Comments

Prioritizing unhappy customers, one call center’s approach. Part 3 of a 3-Part Series on Virtual Queuing

As the economy has deteriorated over the past three years, we’ve seen a number of our business partners become more aggressive in their collection practices.  One of the unintended consequences to this approach has been an increase in overall call volume in response to the collection calls and service termination messages.  In part 1 and [...]

By | February 17th, 2011|Virtual Queuing Series|0 Comments

How to calculate pulling the trigger on long call center wait times. Part 2 of a 3 Part Series on Virtual Queuing

Every organization has a group of customers that are held close and dear to the organization, whether due to loyalty program members, the revenue or profit margins they generate, the new market segment they represent or countless other reasons.  One of our business partners recently explored ways to better serve their highly valued small business [...]

By | February 16th, 2011|Virtual Queuing Series|0 Comments

Wait on hold or wait in line? That is the Call Center Question: Virtual Queuing

Virtual queuing offers a new way to handle a very traditional problem in call centers – customers waiting, sometimes endlessly, to talk to customer service agents.  High wait times have been correlated to poor brand loyalty, low re-purchase rates, loss of positive word-of-mouth and high customer attrition.   Companies who employ a virtual queue allow their [...]

By | February 3rd, 2011|Virtual Queuing Series|1 Comment