We've previously discussed the outlook for queue management, and outlined some of the likely characteristics of "the new normal of queuing for customer service". We've mentioned that this will become inseparable from appointment scheduling. Now let's focus on this latter topic.
We're looking at two types of scheduling:
Scheduling everything makes sense. Because when something is planned, and has a particular time slot assigned to it, it takes away the uncertainty. When work is certain, it becomes easier to manage, to allocate staff and resources, to meet KPI goals, and maximize efficiency.
The reality of a world where congestion has to be avoided and exposure time minimized, today forces service providers to use slot reservations, even where once it was unthinkable: we book slots to go to the mall, to buy train tickets, or to enter shops.
As this becomes a habit, it gets easier to also accept booking appointments for online interactions: we would schedule a video appointment, a phone call, perhaps even a chat. And as we learn the benefits of better time management not just to the business, but also to the consumer side, the habit will stay.
It's also likely that many businesses will learn that better control over store visitors isn't just efficient, but also increases sales. By switching from a high-traffic strategy to a strategy of personalized approach and paying greater attention to a smaller number of identified customers, visitor value may rise.
So, The New Normal in appointment scheduling is very likely to include:
Is your appointment scheduling system ready for these new challenges?
Contact us to learn more about how Q-nomy's omnichannel queuing solutions can help your prepare for the future of customer service.