Shocking fact: Your callers don’t enjoy waiting to speak to an agent.
Sometimes it’s not the actual amount of time waiting, though. It’s the perception of time.
Everyone’s experienced the perception of time issue. You’re sitting in a meeting, and you look at the clock. After what seems like hours, you see it’s only been a few minutes. You get home from work. You finally have a chance to that thing you wanted to do. You start doing it, then after 10 minutes you look at the clock and an hour has passed. Continue reading “10 Ways to Control Time in the Call Center ACD”