With a lot of the world on lockdown because of the present COVID-19 disaster, contact facilities are grappling with each elevated workloads and staffing challenges.
One useful framework — now and in additional regular occasions — is to know the components that have an effect on buyer tolerance for queues. There are seven, and so they affect how lengthy clients will wait in queue, what number of will abandon, whether or not they’ll strive various channels, and the way they really feel concerning the total expertise.
Learn right here to be taught extra about these seven components.
