queue

March 5, 2016

What’s your approach to your queuing experience?

Queues and their management are a perennial problem for businesses. They’re not much liked by customers either. However, aims and initiatives to try and make them […]
October 20, 2014

How not to handle the option to queue jump in customer service

Recently, EE in the UK introduced a new feature, called Priority Answer, that allows its customers to pay £0.50 ($0.81) to jump the queue on customer […]
April 17, 2012

Queuing for customer service from a call centre is rubbish. No more?

In an ideal world when we have a problem with something we have bought most of us still would prefer it if we could pick up […]
March 20, 2010

Customer retention: How do you make your customer waiting experience sticky?

This is a story about customer retention when faced with queuing. If you are like me then I really don’t like waiting or queues. I think […]