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Articles - Queues

Find and explore a range of content on managing call queues in contact centres to reduce wait times and improve service levels.

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How to Prioritize Urgent Queries

Video Image: Tips to Reduce Call Queue Time

Tips to Reduce Call Queue Time

Understanding Queue Positions

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What to Do if a Caller Asks You to Call Them Back on a Different Number

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19 Contact Centre Queueing Strategies

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Omnichannel – What Is an Acceptable Waiting Time?

What Is an Acceptable Call Centre Waiting Time?

Is There a Correlation Between Queue Time and Customer Satisfaction Levels?

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Mistakes to Avoid… Call and Contact Routing

How Do I… Reduce Call Queuing Time?

Why Queuing Isn’t Just About the Numbers

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What is an Invisible Queue?

How to Deal with Long Queues in the Contact Centre

Recorded Webinar: 7 Strategies to Deal with Queues

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Editor's Pick

Thumbnail The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to Customers

Thumbnail 15 Award-Winning Ideas from Teleperformance Contact Centre

15 Award-Winning Ideas from Teleperformance Contact Centre

Thumbnail Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

Thumbnail What Will Agent Roles Look Like in 2035?

What Will Agent Roles Look Like in 2035?

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Latest Resources

eBook: The Future of Customer Interaction

eBook: The Future of Customer Interaction

eBook: 2025 Business Leaders CX Report

eBook: 2025 Business Leaders CX Report

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Upcoming Events

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2025 Summer Best Practice Showcase

NiCE Interactions 2025

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Should You Use Conversational AI for Customer Service? The Total Guide

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Why Does It Take so Long to Train and Onboard Staff?

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Featured Articles

Thumbnail Welcome Calls: A Simple Way to Increase Customer Satisfaction

Welcome Calls: A Simple Way to Increase Customer Satisfaction

Thumbnail 15 Clarifying Questions For Customer Service

15 Clarifying Questions For Customer Service

Thumbnail When Is It OK to Hang-Up on a Customer?

When Is It OK to Hang-Up on a Customer?

Thumbnail How to Setup a Call Centre from Scratch – The Checklist

How to Setup a Call Centre from Scratch – The Checklist

Popular Pages

Thumbnail The Top 25 Positive Words and Phrases for Customer Service

The Top 25 Positive Words and Phrases for Customer Service

Thumbnail The Top 50 Words to Describe Yourself on Your CV in 2024

The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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