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....
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The Psychology of Queues
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...
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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...
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