Breaking Our Addiction to the Queue

How to manage customer support without becoming hooked.

When we’re too focused on managing the customer support queue we can end up not focusing on the overall customer experience. That’s not a place we want to end up.

My name is Ben McCormack and I’m a Hugger at FullStory. I recently gave a 20 minute presentation on the topic of queue addiction and what customer support folks can do to break the addiction and deliver an improved customer experience.

Topics covered:

  • The dopamine feedback loop (0:55)—what this has to do with queue management.
  • Being addicted to the queue (3:55)—what queue addiction looks like for agents and managers.
  • Putting people who reach out for support in context (5:08) — why do people reach out to support? The objective of customer support and how it can lead to a myopic response to customer experience.
  • Culling the bug list (7:15)—Holding weekly triage meetings for the purpose of improving the product through connecting customer support, developers, and the QA team and identifying the bugs that matter the most through data.
  • Improving self-service (8:47) — Adding analytics to the knowledge base (e.g. failed search terms, see when people abandoned the KB and contacted support)
  • Improving support processes (9:46) — audit metrics (measure response time, add CSAT, etc.)
  • Zooming out (10:20)—where we focus because of queue addiction.
  • Building slack (not the app) into your workflow (11:37)—by taking advantage of Parkinson’s Law (Also covered in-depth in this blog post)
  • Identifying output (14:19)—going from high-level goals to measurable outputs.
  • Measuring the results (18:00)—the importance of measuring results, especially for support managers.

If you enjoyed the presentation, you can find further reading at benmccormack.com/elevate.


FullStory is the Customer Experience platform that helps everyone in your company build the best online experience for your users. Capture every click, swipe and scroll and unlock pixel-perfect playback, funnel analytics, detailed search and segmenting, and more.

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