Focus.com: “Virtual Queuing – the End of Music on Hold?”
“One of the biggest challenges facing any contact center is minimizing the hold time for callers… Sirius Satellite Radio wants to be as customer-friendly as possible to attract new subscribers … If you visit their Contact Us page, you’ll notice a text box [saying] “Don’t wait on hold. Select an option below, enter your phone number and we’ll call you back.” … The company providing this capability is Fonolo, a Toronto-based startup…Virtual queuing really is win-win technology, as it makes contact centers more productive and effective, and it addresses a major shortcoming of the end user experience.”
Read full article here.
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