Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Queue Settings

Has this happened to you? You remember you need to speak to an organisation and check your watch – it’s 7.55 p.m. and you know they close their lines at 8pm. You start to panic and very quickly dial their number. You are then told you are in a queue. You hear queue message after message with music in between. Then, you check your watch – oh no it’s almost 8pm – you start to panic a little more. Suddenly you get a pre-recorded message to say the lines are closed! You slam the phone down in rage! Here’s a tip if you automatically shut down queues when callers are in them – DON’T DO THIS – it’s better to close the lines to new callers and deal with those who have stayed in your queue and waited – after all it’s not their fault you can’t answer their call immediately is it?

Submit Tips

TIPS

Is this a new trick to reduce abandoned rates? Some contact centers I have recently called have put my call in a queue then when you eventually get through, the first thing the agent says is “Can you hold – you are next in the queue?” Isn’t this frus... Read More...
February 25, 2021 5:00 AM
 1

Sounds like someone is playing the numbers game to keep service level up. If so, this is a terrible practice and idea that is sure to drop Net Promoter and CSAT scores further.

July 19, 2018 12:04 PM EST
 2628 
Share
Has this happened to you? You remember you need to speak to an organisation and check your watch – it’s 7.55 p.m. and you know they close their lines at 8pm. You start to panic and very quickly dial their number.

You are then told you are in a qu... Read More...

February 24, 2021 5:00 AM
 3
 2813 
Share
Submit Tips

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =