Omni-Channel Customer Engagement Article

Queue Optimizers Empower Customers While Clearing Up Contact Center Gridlock

July 27, 2016

The key to successful customer engagement is being able to correctly prioritize and optimize interactions. Customers simply don’t want to be placed on hold for a long period of time in today’s omni-channel customer service environment, when there are more efficient ways to interact.

Being able to prioritize and optimize customer interactions can be a real challenge for any organization. A recent blog post from Aspect (News - Alert) Software, which specializes in contact center and workforce optimization solutions, points to a doctor’s office as a prime example of where prioritization can go horribly astray.

Medical offices typically have a set number of staff members during any given period. Those interfacing with patients are constantly tasked with prioritizing those interactions, having to make snap decisions about which calls are most important and whether a patient in the office should be prioritized over one on the phone. Hiring additional staff to handle the overflow can be an issue as well, since agents will ultimately be idle during slow times.

An increasingly popular way to handle heavy call volumes that is being utilized across a broad range of industries is the queue optimizer. Very

                    Image via Bigstock

simply, this type of solution gives customers a choice to request a call back when an agent is available, and in some cases callers can even schedule a specific time for the call back. The key to the queue optimizer is that it gives customers control of their interaction while sidestepping inconvenience on both ends of the communication. Customers may go about their day instead of waiting on hold for long periods, while organizations can avoid contact center gridlock.

Queue optimization also ensures an organization’s IVR is working correctly and efficiently, routing customers intuitively to the most appropriate agents and departments. In addition to giving customers a callback option, queue optimization may also include letting customers choose to leave a voicemail message and sending callers directly to voicemail if the maximum queue size has been reached, avoiding gridlock and long wait times. Call queues may also be monitored and managed regularly to observe traffic trends and help better staff agents and office personnel during known busy periods.

Today’s customers want to be engaged and empowered in their interactions and sitting on hold waiting for an agent accomplishes the opposite of this. By utilizing call queue optimization, organizations can use their existing systems and resources while simultaneously giving customers more choices and ultimately delivering better and more efficient service.

Edited by Maurice Nagle
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