Queue Management
process of managing and optimizing queues to improve end-user waiting times and teammate productivity. At TaskUs, one way that we manage queues is through the use of interactive voice response (IVR) telephony technology.
WHAT IS QUEUE MANAGEMENT?
Queue management is the process of managing your waiting customers and efficiently introducing them to staff members for further assistance while enhancing the customer waiting experience throughout the entire customer journey.
There are two types of waiting time definitions, which are equally important to consider when working with queue management and these are:
Actual wait time: the real waiting time that starts when a customer decides to get something until they have it in their possession.
Perceived wait time: the experienced waiting time a customer perceives from the moment they decide to get something until they have it in their possession.
HOW DOES A QUEUE MANAGEMENT SYSTEM WORK?
A queue management system is about managing the customers’ waiting experience and includes the tools to reduce waiting times and support your staff in their efforts to provide excellent customer care. Queue management systems can consist of digital and physical touchpoints, where the customers can interact with both in their customer journey. By connecting the three main stages of pre-service, service, and post-service with containing touchpoints, a queue management system helps streamline the customer flow in multiple parts of the customer journey.
BENEFITS OF A QUEUE MANAGEMENT SYSTEM
A queue management system enables you to practically manage customers throughout their interactions with your organization and make that journey as comfortable and smooth as possible. It also helps you understand how your customers and employees engage, providing you with the insights you need to improve both the customer experience and the operational efficiency. Some of the key benefits of a queue management system are mentioned below.
AGENT BRANDS
