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 organizations are realizing the growing need to fix this problem since their success relies so heavily on the customer experience. Companies and consumers alike know that long wait times negatively impact customer service and they’re even starting to realize how to fix the issue – with a call-back solution.
The concept is called virtual queuing. Simply put, virtual queuing removes the pain of physically waiting on hold by holding your place in the queue, so that an agent can call you back when someone is actually free to chat. Ultimately, it eliminates hold time and there are a growing number of ways you can add it to your call center regardless of the channel – inbound call, website or mobile app.
In effort to educate you more on this term I’ve compiled the top 3 blogs discussing virtual queuing!