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.