ACD Routing Best Practices: LIFO vs. FIFO

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ACD Routing Best Practices: LIFO vs. FIFO Powered By Docstoc
					ACD Routing Best Practices: LIFO vs. FIFO
Tim Passios
Customer Inter@ction Solutions; Aug 2009; 28, 3; Docstoc
pg. 16




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DOCUMENT INFO
Description: Being the last caller in line is actually better than being first. Instead of routing calls using the commonly accepted First-In-First-Out (FIFO) methodology, call centers began using a Last-In-First-Out (LIFO) approach. In essence, with LIFO, callers who called in last were answered last, and their perception was one of excellent service, chiefly because they weren't placed on hold. Use FIFO routing in which callers routinely expect at least a short wait time, and poor survey ratings are the norm. Implement a LIFO approach, and the perception is just the opposite: callers know they'll sometimes have to wait, but also know the chance is good that service will be rather quick, if not immediate.
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