If you’re not familiar with virtual queuing, it’s the smart way to interact with your customers. Allow them to schedule a call-back – rather than wait on hold – when hold-times are too long. Whether you call it “virtual hold”, “virtual queuing”, or just “call-back software”, it means one thing: customer experience. Not expecting that response? Let me explain….
Why the customer experience is so important!
Not only do customers HATE waiting on hold (look no further than onholdwith.com for proof), when they can’t reach you, they’ll go elsewhere. A study from YouGov shows that 76% of respondents said, “just one unpleasant contact center experience was likely to make them take their business elsewhere”. In fact, according to callcenterhelper.com, 6/10 customers have ditched a company because its telephone customer service has been so bad.
The customer is the center of any business. We refer to their desires and needs when making a decision, adapting product or services, or changing a pricing policy. Neglecting this interaction could cost you a lot of money, but if you manage to improve the quality of your products / services you can expect more and more happier customers. This is the golden rule in any business. Useless service will not sell, no matter what efforts you make to promote it. Approaching a quality and honesty-oriented policy is the key towards success.
We had a terrific webinar last week with guest Nate Sidmore, Web Analyst, from World Travel Holdings. Nate talked about how he and his team used Fonolo to add smart click-to-call, visual IVR and virtual queuing to 
We’re all well aware of the major hurdle retailers face: understanding consumer buying habits. Spending habits have changed drastically throughout the years and it’s crucial for retailers to recognize current trends.
When you incorporate self-service options into your inbound call center, customers can utilize an automated menu or interactive voice response (IVR) system to find answers to their problems without needing to speak to a live agent.
We’ve all been that disgruntled customer at one point or another, where we find ourselves counting the endless minutes, and sometimes hours, of dreaded hold time. On the bright side, more and more 
