Do you hate waiting in line? On hold? Most of us would certainly answer, “yes.” However, the psychology behind waiting in line says that most of us don’t hate waiting in line – we hate being bored. That’s why there are floor to ceiling mirrors in most large buildings near the elevator. It gives us all something to do (check other people out). In addition, one of the first people who studied the science behind waiting in line was AK Erlang. Some of you may recognize the last name – that’s right, he worked the probability and statistics behind the calculators that allow us to determine the lines/agents/bandwidth needed in a contact center based on busy hour traffic and average handle time.
“So what?” you ask.
Well, in today’s contact center technology portfolio, you can now add technology to combat your customers being bored without having to spend a bundle on extra live agents. The answer – virtual agents or chat bots. In an earlier blog by Jennifer Grewal (https://www.blueworx.com/charactertistics-of-chatbots-in-contact-centers/), we detailed the characteristics of chatbots that make them a very attractive option for your business. They are:
- Cost Effective
- Able to provide round the clock service
- Increased speed and processing power
- Always in a good mood (friendly and personable)
Basically, chatbots, especially when coupled with a cognitive engine like IBM Watson, can reduce the load on your support staff, keep your branding consistent, and help prevent tickets from getting escalated to higher levels – all of which drive up customer experience while driving down cost – and they keep your customers from being bored, which ultimately drives up CSAT.
If you’re thinking, “We just don’t have the cycles to look at this right now,” the video at: https://www.youtube.com/watch?v=3jcxsaH7TOw details how simple it is to create and deploy this technology.