When you factor in things like agent payroll, toll fees, tech costs, and contact center upkeep, it’s clear that every operating minute significantly impacts a contact center’s bottom line.
The simple truth is: Virtual queueing can reduce these daily operating costs and increase customer satisfaction. But rather than just spout off a bunch of numbers to prove it, I’m going to break down exactly how you can measure this ROI in your contact center and see for yourself.
This episode was adapted from our article, “The ROI of Virtual Queueing (and How to Measure It).”
Subscribe on Apple Podcasts or Spotify to get fresh episodes each week.
Written and hosted by Sam Salerno.
Produced and engineered by Jared Evers.
Edited, mixed, and mastered by Adam Griffith.
Artwork designed by Rob Beckham.