Geeky News Reports on The Importance of Call Queue Management for Contact Centres
An article from Forbes discusses call queues and how to manage them. It explains how call queue management can lead to better customer experience
Surrey, United Kingdom Aug 14, 2023 (Issuewire.com) – Customer service is not just a department set up to tick a box in a company’s to-do list. It’s a valuable tool for ensuring a good customer experience (CX). To keep customers happy, businesses need to ensure that their contact centres are designed for CX over anything else. That means designing processes based on customer preferences.
For example, studies show that over 80% of customers prefer voice interactions over other forms of communication. That means organisations need to have more than just an email or chat feature. Moreover, 66% of customers refuse to shop with a brand with whom t...