When most people list their top complaint regarding contact centers, it usually has something to do with the wait time. Call center queues are notoriously long. Even though today’s wait times are much shorter than they once were, today’s customers are also less likely to stand for waiting for an agent to connect – and therefore more likely to abandon the call altogether before that connection is ever made.
Are you wondering what can be done to cut down on your call center’s wait times? Trying to find options for your call center queues to make them a little less dreadful for consumers and a little more worth the wait? What about an option that replaces the need to wait altogether?
Here, we’ll look at a few of your options – and how they can benefit your contact center and your consumers!