Queueless??? Really? The reality is that queues are a part of life in the contact center. That is WHY ACDs were created. The challenge is getting our organizations to make sound decisions about service level and response time objectives that support building rapport with customers.
It is really amazing to me how often companies don’t understand the value of the contact center. Leaders make decisions that thwart the effectiveness of the contact center while at the same time they set expectations that are unrealistic. My blog is to take aspects of the issues that organizations are facing and provide guidance on how to deal with the problem.