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Waiting in line to connect with an agent is probably one of the most frustrating things a caller can experience. Fortunately, with the Call Queue Management tool, contact centers can now greatly improve this experience.
Waiting in a queue doesn’t have to be painful. Give your callers the option to retain their initial position, implement Returning Caller rules, set priorities based on profiles, and more.
NobelBiz OMNI+ allows clients to opt out and keep their initial queue priority by integrating a highly customizable IVR system with our advanced Call Queue Management system.
Lower the number of escalating calls with the NobelBiz OMNI+ Call Queue Management tool. Get your returning callers at the front of the queue with a straightforward rule. If one number calls in more than, let’s say, three times in a day, bypass that call and get it in front of the queue.
NobelBiz OMNI+ makes it easy for contact centers to automatically give inbound queue priority to specific client profiles. So get the people who matter the most at the front of the queue based on their phone number or other unique identifiers you store in your CRM.
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How to Make Self-Service Work for Your Contact Center | Going Live: 23 March 2023
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