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4 Business Goals Met Through Today’s Queuing Solutions

queuing technology business goals

Achieving your biggest business goals might not happen the way you anticipated. The road to success often comes by thinking outside the box. Are you relating your business goals to your queuing strategy? Perhaps the queue is exactly where you have the opportunity to meet your goals, and do an even better job of satisfying customers at the same time.

Here are 4 business goals that can be met with the right queue management solutions:

Business Goal #1: Increase agent productivity

Managers and customers grow equally frustrated at the sight of unproductive service agents, especially when there are customers waiting to be served. Agent productivity is also negatively impacted by agents who sit on the outskirts of a long line, out of the immediate line of sight of waiting customers. Think of the long service desks at an airport, for example, where an open agent might sit waiting several seconds or even longer for the next customer in line to notice they are available. What’s worse is knowing that some employees will use this idle time to purposely “slack off” in between customers.

Solution: A call-forward queuing system working with your single-line queue increases agent productivity and reduces undesirable downtime. A call-forward system can automatically monitor station activity, and through studies, we have found that this makes those “outlier” stations more productive. Those stations actually increase their transactions per hour to be more in line with stations closer to the queue.

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3 Use Cases for Footfall Analytics

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Did you know, with today’s queuing technology you can use real time data to optimize staffing, maximize safety and compliance, and keep wait times and service rates right on target? The tools now exist to support these kinds of business goals in addition to improving customer satisfaction.

With footfall analytics in particular, you can monitor real-time customer activity and transform it into powerful, actionable analytics. Insights are constantly updated on centralized (or mobile) dashboards and customizable alerts can keep you informed and in control of your queues and the surrounding areas at all times.

Here are three use case examples of the difference footfall analytics can make in providing a great customer service experience.

Transportation – Manage the flow of passengers

In any busy transportation setting, where passengers and travelers are flowing in and out, up and down, tracking the flow of passengers to specific queues at specific times can make a world of difference. Data provided from footfall analytics can help you reallocate resources as needed and redirect the flow of traffic to underutilized stations, keeping wait times minimized and customer satisfaction high.

Retail – Reduce cart abandonment

Do customers move through the waiting line at an acceptable pace? Is store traffic

converting to sales? If so, do you know exactly how much? Intelligent queue management metrics provide retailers with valuable information about wait times, arrival rates, abandonment, and conversions to help increase efficiencies and, ultimately, profitability.

Entertainment  – Maintain customer happiness

Knowing how many people are in a queue and the wait times associated with each queue lets managers know whether they need more service resources to keep customers moving. It also allows you to better manage customer expectations when it comes to wait times, and that alone can relieve stress and increase satisfaction. If an incident occurs within a queue, managers can be notified immediately via the queue management system, which means the issue can be handled quickly and customers kept happy.

Learn more about footfall analytics and other queue technologies with the power to maximize your business success in our new Queuing Technology Buyer’s Guide.


How to Choose the Right Technologies for Your Waiting Lines

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If your business is doing well, you are likely already using your waiting lines to help cultivate a positive customer experience. You know the importance of eliminating inefficiencies and lowering real and perceived wait times. And you are probably taking steps to maximize customer enjoyment throughout your store, including while in the queue.

But do you know at what cost?

Technology today can help achieve many of your queue management goals with greater efficiency and a higher profit margin than traditional or manual tools. Cut wait times even more, reduce your customers’ stress while waiting in line, make the process of waiting more enjoyable, and increase business productivity and profits as a result.

The right technologies are now here to help you optimize the performance and experience of your waiting lines. The question is, how do you choose the right technologies for your business and your customers? Our latest Buyer’s Guide walks you through a wide range of queuing technologies to help you understand the roles of each technology, the business problems that can be solved, how your customers and stakeholders can benefit, and what you should consider before buying.

Master your queue technology options to maximize your business success today.

Get your copy of The Queuing Technology Buyer’s Guide.