Electronic queuing is an automated way to call waiting customers forward to the next available agent. Retailers and businesses use it in single-line and multiple-line queues in a multi-station environment as well as in dispersed queuing models to facilitate customer flow and agent productivity, reduce wait times, and increase customer satisfaction.
The Basics of Electronic Queuing
Here’s the step-by-step overview of how electronic queuing works: 1. Customers wait in line or register for a service. 2. Agents or cashiers serve customers in a first-come, first-served manner (universally considered the fairest way to wait and be attended to). 3. When an agent is ready for the next customer, she presses the button on her remote call-forward system. 4. Customers are notified that their turn has come via audible cues, digital announcements via screens in the queuing area, or even text-based sms messages. 5. Station lights help guide the customer to the available agent so there is no confusion for the customer or unnecessary down time for the agent.
Businesses that implement an electronic queuing system will quickly experience the following benefits:
Electronic queuing is a journey toward greater customer satisfaction, a better awareness for your brand, and a multitude of opportunities to positively impact your bottom line. Learn more about the basics of electronic queuing and how it can work for your business by contacting a Lavi expert today.
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