Queue Management
Know Who's Who in The Queue
Long Inbound Queues Are a Nightmare For Any Call Center.
Agents scramble to catch up as customers get more and more frustrated with each passing minute. Varolii Queue Management lets you optimize your call center and keep agents focused on the most critical calls.
How Is It Used?
Imagine this scenario: You manage an airline reservation center and you need to quickly communicate with select passengers whose flights have been cancelled, delayed, or altered. Queue Management lets you prioritize which customers need immediate attention so that they can quickly access a reservations agent. Other customers in the queue are notified of the hold time and given the option to self-serve.
Every customer gets service. Agents don't scramble. Everybody wins. Best of all, Queue Management fully integrates with your existing call center applications, so back office integration is simple and deployment is quick.
What Queue Management Does For You:
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Deflects inbound calls—gives customers the option to self-serve before going into the queue
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Makes service more convenient—offers customers visibility into hold time and the option to self-serve
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Lightens the load—automatically adjusts the volume of outbound calls to match agent availability
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Integrates with your existing environment—keeps IT involvement to a minimum and synchs with your current call center applications
Next Steps:
- For more information call us at 800.206.2979 or send us an email.
- Learn how to improve customer interactions at the call center with Agent Connect.