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Cashier Number 3 Please by Terry Green

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VIRTUAL QUEUES & SKILLS-BASED ROUTING

HSBC used Qmatic’s Matchmaker system to manage the process of check-in and service allocation for walk-in customers needing access to qualified staff. The system maintains a real-time view of the “occupancy” of its qualified sales people and this data, together with the knowledge of their training and skills levels, allows the system to best fit service requests from arriving customers with staff who are available either immediately or soon. Waiting times can thus be estimated before the customers commit to service, effectively resetting their expectations of waiting time. The software keeps a live overview by asking staff to accept or reject offers of arriving customers and by allowing servers to log their ...

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