Reading everything I believe that it only helps Business Units to cut own on costs by not increasing the HC required in order to meet peak demand.
Anyday a customer would be happiest to have talked with a CSR within 20 - 30 sec of wait time. Nothing can replace that but availabe staffing.
Queuebuster will not replicate the best service scenario, however will definitely create lesser dissatisfaction levels in the organisations that anyway run higher D-SAT scores. |