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.