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When a technology delights customers and pays its way in cost-savings, one can bet its time has come. In customer relationship management (CRM), that technology is virtual queuing. By Eric Camulli, Vice President, Virtual Hold Technology perhaps one thinks of it as "callback." Or perhaps one doesn't think of it at all. In either case, if one have an interest in the company's bottom line, customer service, or image, it's time for a wake-up call: Despite self-service advancements, a Mintel study reports that 90 percent of contact center callers have become angry or frustrated particularly because of long hold times. In short, waiting on hold equals customer pain - pain that is surprisingly easy to eliminate today.
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