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ICMI's Contact Center Expo: A Digital Experience provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community. Click on session titles for full session descriptions. All times noted are in EST.

Session 603: Every Leader's Guide to Understanding and Managing Customer Queues

Brad Cleveland  (Founding Partner and Senior Advisor, ICMI)

Location: Session page in app

Date: Thursday, May 18

Time: 3:45 pm - 4:30 pm

Session Type: Session

Vault Recording: TBD

Queues are the doorways into your organization. Nothing good happens until customers reach the resources and help they need. This practical session, presented by Brad Cleveland, covers what all contact center leaders—supervisors, managers, and directors—need to understand about queues and how they behave, including arrival patterns, the two types of queues, managing service level and response time, real-time management, the metrics that matter most, and more. If you’re in customer service, this foundational know-how will serve you for the rest of your career.