27 November

Queue-based support: The Way to Better Customer Service  

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Optimize your contact center with a queue-based system - first come, first served. Handle large numbers of queries and complaints efficiently. Explore priority options such as urgency and premium access. A well-implemented queuing system offers insights for a better contact center.

When your contact center really starts taking off, it’s like traffic on a motorway– inquiries, issues, and complaints — all of which become a never-ending traffic jam. And it’s the way most contact centers work.  

Yet, there is a simple solution to this that you can apply to any communication channel within your contact center:  A queue-based system. At its core, a queue-based is first come, first serve. The customer lodges their issue (question, complaint, or problem) into the queuing system. Once the contact agent has finished with the previous issue, she (most often contact agents are women) handles the next one in the queue.  

Besides first come, first serve there are some other common ways that queue-based support may work. 

  • Urgency: critical issues receive immediate attention. 

  • Premium: Customers pay a premium for jumping ahead in the queue.  

  • Escalation and collaboration: Queuing systems facilitate swift issue escalation, like traffic navigators diverting vehicles to alternate routes. 

Queue-based support acts to bring customer traffic congestion to a simple and orderly flow. Yes, it can still get congested, but with the proper steps, the queuing system of support will give feedback on how to make a better contact center. 

Queue-based support: The Way to Better Customer Service

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Request a FrontStage Demo
Dear
Thanks for your interest in the FrontStage demo. This is an automated response confirming the receipt of your demo request. Our team will get back to you as soon as possible.

Best regards

FrontStage team

London office
86-90 Paul Street, London EC2A 4NE
Telephone: +44 7813 920141

Prague office
Sterboholska 1427/55 102 00 Prague 10 Czech Republic
Telephone: +420 271 004 241