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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


4 Tips to Avoid the (Queuing) Madness of March Madness

Don’t let madness reign at your sports venue during this March Madness season. Even at peak times when pathways and queues reach capacity and the energy of thousands of people intensifies, there are proven ways to keep traffic moving smoothly and your crowd relaxed and focused on the game.

While crowd control plans are likely well underway for this year’s March Madness, today we offer up a few reminders and tips to ensure your entrances, exits, pathways, and queues continue to operate smoothly for the next few weeks and for seasons to come.

Each and every effort you make to provide an efficient experience helps keep your customers happy and, possibly even more important, your venue safe.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