Frank Capek has this very interesting take on something that we end up doing everyday - WAITING! In fact today “waiting” has become multi-channel-you wait in physical queues and you also wait on the IVR for the call centre agent.
Here is what Frank says: It’s hard to overestimate the impact of waiting on your customers’ experience. Across the research we’ve conducted, some of the most dramatic customer defections occur because of bad waiting experiences.
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