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Industry Research : Queue Management Affects Retail Sales According to Qmatic Survey

Almost half (46%) of retail executives claim that actively managing queuing and waiting would increase their hourly transactions, according to a survey by Qmatic. Customers’ spend in-store would also be enhanced with better skills and service routing.

In fact, in the survey "Customer Flow in Retail" over half (54%) of respondents revealed their inability to match expert staff to customers during peak demand periods to handle face-to-face enquiries hampers their capability to capitalise on cross- or up-selling opportunities.

"Today’s customer flow management (CFM) is no longer confined to installing a standalone call forward system," explained David Anahory, UK CEO at Qmatic. "Retailers are looking to CFM to improve on-premises sales, efficiency, store layouts and to drive customer interaction and satisfaction."

Customers feeling happier at the point-of-sale emerged as the biggest benefit of reduced queuing and waiting for retail respondents (62%), with 60% confirming that if customers leave the store feeling positive they are more likely to return.

However, when it comes to managing queuing and waiting 36% of respondents confirmed that limited space in store was an issue, while 26% cited cultural differences in queuing behaviours as an impediment.

CFM encompasses the entire customer journey from pre-arrival through to post-serving and includes the provision of management information at every stage. It can range from both independent and networked virtual and linear queue management, intelligent camera deployment, digital media, kiosk systems, customer feedback devices and mobile phone applications through to simple barrier and in-store merchandising configurations.

Today's Tip of the Day - Measuring Performance

Read today's tip or listen to it on podcast.

Published: Friday, April 13, 2012

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2020 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
PH: 800-782-7835

3.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
PH: +44 1279 555 580
 

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