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 […]
October 1, 2013

The Often Forgotten Part Of The Customer Service Or Customer Experience Process

As part of the process of writing my blog posts, I often scour the web to find articles and resources that serve as inspiration or ideas […]
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 […]