Virtual queuing is a concept used in inbound call centers. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available. From the caller’s perspective, without virtual queuing they have only two choices: wait until an agent resource becomes available, or abandon (hang up) and try again later. From the call center’s perspective, a long queue results in many abandoned calls, repeat attempts, and customer dissatisfaction.
Virtual queuing systems allow customers to receive callbacks instead of waiting in an ACD queue. This solution is analogous to the “fast lane” option (e.g. FASTPASS) used at amusement parks, which often have long queues to ride the various coasters and attractions. A computerized system allows park visitors to secure their place in a “virtual queue” rather than waiting in a physical queue.
In the brick-and-mortar retail and business world, virtual queuing for large organizations similar to the FASTPASS and Six Flags' Flash Pass, have been in used successful since 1999 and 2001 respectively. For small businesses, the virtual queue management solutions come in two types -(a) based on SMS text notification and (b) apps on smartphones and tablet devices like iPad, with in-app notification and remote queue status views.
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Famous quotes containing the words queue and/or virtual:
“English people apparently queue up as a sort of hobby. A family man might pass a mild autumn evening by taking the wife and kids to stand in the cinema queue for a while and then leading them over for a few minutes in the sweetshop queue and then, as a special treat for the kids, saying Perhaps weve time to have a look at the Number Thirty-One bus queue before we turn in.”
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“Tragedy dramatizes human life as potentiality and fulfillment. Its virtual future, or Destiny, is therefore quite different from that created in comedy. Comic Destiny is Fortunewhat the world will bring, and the man will take or miss, encounter or escape; tragic Destiny is what the man brings, and the world will demand of him. That is his Fate.”
—Susanne K. Langer (18951985)