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Call Centers: Thinking Outside the Queue

May 11, 2021

Via: No Jitter

Since the early days of automatic call distributors 50 years ago, and for as long as the industry existed, call centers have been built around the queuing of calls. While there are many good reasons for that, it also led to one of the biggest customers’ frustrations: Their time being wasted on hold. Let’s discuss why queuing is needed, how to make it better, and alternate options.

Why queuing (and why it went wrong)

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