Waiting for Treatment: How to Optimize Your Patient’s Wait Time Experience

Nobody ever likes to wait. But when you’re sick, hurt, or otherwise suffering, the wait becomes far less tolerable. For front-end staff at hospitals, clinics, and doctors’ offices this presents one of the toughest challenges of all.

Caring staff members know patients don’t want to wait, and they have to send them to the waiting room day in and out. Intake staff often struggle to find ways to balance a full patient load and a high quality of care, while also bearing in mind the overall patient experience (which includes the dreaded wait time).

With this complex puzzle there is no easy answer. However there are proven ways to improve the waiting experience, and we believe the right answer has two primary components:Continue Reading


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


How to Enhance the Financial Services Customer Journey

Studies have widely shown a negative correlation between wait times and customer satisfaction. When wait times are or perceive to be too long, satisfaction declines. Whether you’re responsible for managing the customer journey in a bank, credit union, lending institution, or real estate office, it’s important to understand how customer satisfaction and loyalty might be impacted by the length and management of your queues.

A key to a better customer journey lies in efficiency. And efficiency is gained when your people, processes, and technology are optimized to reduce wait times, increase productivity, and enhance customer satisfaction. How can you accomplish this?Continue Reading