A queue is a line or group of people waiting to be attended to. Call queues refer to the incoming calls on hold within contact centers.
Queues are measured by volume and based on the size of your business and agent resources their length and duration will vary.
Conversational IVRs, digital messaging and self-service help call center managers handle call queues by redirecting call traffic to different channels, scheduling callbacks for slower times, or encouraging customers to resolve queries on their own through knowledge bases or intelligent chatbots.
More Call Center Queue Resources
Increase first-call resolution. Leverage intelligent routing and Interactive Voice Response (IVR) to ensure higher first call resolution rates and improve customer satisfaction.
Ensuring that your team of call center agents is providing amazing support requires comprehensive metrics. Providing your team with an agent dashboard that displays real-time metrics like service level, the number of calls in queue, average hold time, average handle time, etc. will allow them to improve their performance with minimal feedback required from management.
On the flip side, providing your managers with real-time and historical data will allow them to make data-driven decisions based on comprehensive metrics.