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.