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Posted on February 25, 2021 by lcasite

Blended universal queue system and its advantages

Blended universal queue, more appropriately known as the universal queue (UQ) refers to an advanced concept in contact center design. As per this concept, multiple communications channels (such as telephone, fax, and email) are integrated into a single queue to standardize processing and handling. In other words, the universal queue is essentially a combination of email, chat and other data enabling universal queuing along with call blending.

Blended universal queue system
Blended universal queue system

Importance:

1. Universal queue system provides a single unified workflow which integrates all the various trouble tickets, CRM cases, mobile, social and traditional channels into a singular entity so as to eliminate improper handling of customer issues.

Handling customer complaints
Handling customer complaints

2. This highly efficacious system allows the customers to opt for a communication channel of their choice. Thus, people who do not wish to talk over a phone call can use email or another such channel of communication while the ones who are comfortable with calls can directly talk to the agents for query resolution.

Choosing communication channels
Choosing communication channels

3. Blended universal queue system provides improved cross-channel flexibility. This further results in an enhanced user experience leading to a higher customer satisfaction.

4. As far as the business agents are concerned, they can leverage the universal queue to gather valuable insights and information available across the various channels. This may help them manage their customer care workload more effectively.

Valuable insights
Valuable insights

5. The universal queue system helps in increasing the productivity of an organization by providing the facility of optimizing work patterns of its employees according to the operational requirements of the center.

Increasing productivity
Increasing productivity

6. It facilitates a smooth delegation of work among the agents according to the customer priority, availability, and their individual skills. Moreover, this technology is capable of identifying as to which of the channels need precedence over the rest of them, based on the individual priority.

Delegation of work

 

 

 

Categories24/7 customer support, 24/7 live chat agents, improve customer support, live chat agents, live chat for the e-commerce website, live chat for website, live chat support for website, proactive chat for website, Uncategorized Tagschannels, Communication, customer, customer care, queue

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