![]() You can ensure that your customer receives a callback when their contact reaches an agent or at a time they specify. ![]() Offer Call b ack options that allow your customers to disconnect while keeping their place in queue.So, what can you do to ensure your call queues aren’t risking your company’s revenue and reputation? At worst, they abandon your company completely, take their business to the competition, and post about their negative experience on social media. What is a call queu e ? When your customers call your contact center and all your agents are busy, they “line up” in a call queue where they wait to be connected to your next available agent who has the right skills to handle the call. Your goal is to answer these calls as quickly and efficiently as possible. If it takes too long, customers become frustrated. At best, they hang up and call back later or try another channel. This same rule applies when people call into your contact center.Īnd if you think that more people are contacting you via your digital channels instead of calling you, think again. In our 2018 Customer Experience (CX) Transformation Benchmark survey, 66% of the 2,400 customers we polled told us that-despite all the other channels available to them-their top preference to connect with a company remains a phone call with a live agent. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. ![]() Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day. ![]()
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