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What are the benefits of a universal queue?
Implementing a universal queue takes a lot of time and effort. What are the benefits and are they worth all the effort that's put into implementing such a system?
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2 Answers
Pete,
Almost certainly if you have multi-skilled agents. A universal queue will still let you treat every contact differently, but potentially with less agents, as they can answer calls while performing a webchat or email. It's definitely the future!
Richard
One huge benefit: there's one location to see if you're dropping the ball. Give one personal final bill-stops-here ownership, and at the end of the day it's easy for them to see if your company is hitting it's customer service goals.
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