How to Improve Queuing in the Public Sector: 3 Keys to Serving More People in Less Time

When planning a trip to the post office, courthouse, DMV, or similar public service organization, people expect to have to wait. How long they wait and the quality of the waiting experience, however, can impact their satisfaction tremendously and cause ripple effects of outward frustration, a stressful public environment, and reduced staff morale.

Research shows a strong correlation between wait times and customer satisfaction. By tending to the length of wait times, or even perceived wait times, managers can improve customer satisfaction while cultivating a more positive service environment overall. A more efficient queue is a sure and fast way to improve multiple performance factors while creating the best experience possible for everyone.Continue Reading


Why Empowering Store Associates is the New Customer Experience

Customer experience has been the name of the game for quite some time. “It’s all about the customer experience!” has been the battle cry of businesses across a wide spectrum of industries, and perhaps most notably in retail. And we absolutely agree. The technologies and solutions you employ should be designed with an eye toward your customers and the experience they have navigating your store or facility environment, and especially your queues.

But customer experience is ALSO about the store associate experience. Why? Because when you empower store associates (or any service employee for that matter) to be more efficient, productive, and engaging with customers, you can immediately impact the customer experience.

So, how can store associates become more empowered in terms of service delivery? Here are some ideas:

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7 Resolutions for a Better Queuing Experience in 2017

There’s nothing like a brand new year to assess what can be even better. As we gear resolutions toward quality improvements, it is essential to keep customers in mind. Shorter waits along with more interesting and convenient queues can turn the dreaded experience of waiting into an enjoyable one your customers appreciate. Improving your queue experience can also offer benefits related to efficiencies, maximizing sales, and even building customer loyalty. Below are seven resolutions to consider as you take your queue to the next level this year.

1.   Keep Customers in the Know

Known waits feel shorter than unknown waits. So don’t keep customers guessing about how long they’ll be waiting in your line. Whether you’re operating a virtual queue or your customers are standing behind a line of customers, let them know what the estimated wait time actually is. You can keep customers informed via signage placed in the line or through your mobile app or virtual queuing system. They might be surprised to find what looks like a 10 minute wait is really only 5. By keeping them from guessing, customers are less likely to overestimate how long they’ve been waiting or will need to wait, and are more likely to see their purchase through.Continue Reading