Virtual queuing bridges the customer service gap between customer self-service and live service. According to Triad Research Group, 75% of consumers who use virtual queuing technology have a more favorable opinion of the company that they are doing business with.
Companies using virtual queuing in their contact center find:
• Ease of transition between self-service and live-service
• Increased customer satisfaction and customer retention initiatives
• Improved contact center metrics such as ASA, service level and abandoned calls
• Optimizes contact center performance by better managing peaks in call volume
• Achieves its ROI in about a year or less
To prevent customers from falling into a customer service gap in the business process, consider implementing virtual queuing as a customer safety net. Eric Camulli from Virtual Hold Technology examines the value of virtual queuing in an on demand CRMXchange webcast Bridging the Customer Service Gap Between Self-Service and Live-Service