What is a virtual customer queue management system? One is about waiting in general, and the other is about how customers wait. A queue management system uses a variety of options such as software, certain equipment, and human interaction to manage a customer’s journey with a business before, during, and after they need service. When you call your cell phone provider, for example, and the automated voice tells you there are four calls ahead of yours and provides an estimated wait time, you are part of that company’s queue management. Any system you put in place to manage both the flow of customers and their experience as they wait for service is a customer queue management system. Queue management is the tool used to manage customer flow. There is a difference between the basic concept of queue management and a queue management system. What is a customer queue management system? For businesses, creating a customer-centric queue management system can have lasting, long-term benefits that include increased retention, larger revenue gains, and even happier, more engaged employees. Today, we have physical queues-for example, when you’re going through TSA at the airport-and virtual queues that don’t necessarily require you to be present or standing in a physical line while you wait. The word queue evolved from cauda, Latin for tail, and it was used sometime in late-15th-century France for the first time to describe a line of people, which is how we most often use it today. Waiting in line for anything-at the deli counter when you’re grocery shopping, in the drive-thru of a fast food restaurant, to buy gifts for Christmas, on hold to make a doctor’s appointment-means you are part of a customer queue management system.
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