queues - Brad Cleveland

The Seven Factors of Customer Tolerance

Jul 12, 2024 | Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Quality Management

Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience. In this video from my LinkedIn Learning course Customer Service: How to Manage Your Customer Queues, I...

The Psychology of Queues

Nov 17, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Workforce Management

From a customer’s perspective, there are two basic types of queues. (And I don’t mean long ones and short ones.) Queues are either visible or invisible. Visible queues refer to any situation where customers know where they are in line. With invisible...

The Psychology of Queues

Oct 14, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Workforce Management

Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the time. Answering every contact immediately would take as many staff as inbound...