What is “queue management“?
Queue management is an approach developed to optimize and create a more efficient system in managing the time a customer waits for support. Through this process, organizations can maximize the number of customers they can serve while economically managing the number of people required to deliver a good customer experience. Modern queue management systems integrate with AI-powered technologies to assist a customer with their inquires without requiring a human.
Queue management is measured through the various stages of the customer journey through a queue management system. Starting from the point of entry, containment rate, abandonment, and successful conclusion. Understanding these metrics will help improve both the performance, efficiency, and experience of your queuing system.
Related insights and studies