From the course: Customer Service: How to Manage Your Customer Queues

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Immediate and deferred work

Immediate and deferred work

From the course: Customer Service: How to Manage Your Customer Queues

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Immediate and deferred work

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- From your organization's perspective, queues deliver one of two main categories of work, work that must be handled as it occurs, which we'll refer to as immediate and work that can be handled later, which we'll refer to as deferred. Let's look at each here. Think of putting all customer related work into two buckets. The first consists of those customer interactions that must be handled as they occur. So walk-in customers, phone or video calls, text, chat. Those are all examples of work that needs to be handled as it occurs. Then there's the other bucket, which contains customer work that can be handled at a later time. Examples include email or postal mail from customers or back office work such as files to be processed. You'll need objectives, wait time targets for both types of work. For work that must be handled as it occurs, you'll establish a service level objective. Now, in some settings, service level has a…

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