Virtual queues: How managing wait time information can improve the customer experience

No one likes waiting in lines, it’s a fact. Whether at the grocery store checkout searching desperately for the shortest line, or watching the clock tick while waiting our turn at the dentist’s office, or at an amusement park, looking at the long lines and deciding how badly we really want to ride our favorite ride, most of will do everything we can to avoid waiting. And even since the arrival of the coronavirus pandemic, when so many aspects of our lives are now conducted virtually, we still find ourselves waiting in lines, or in this case, in virtual queues,…

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