👉 Wait engineering, also known as wait time engineering or queue management, is a specialized field focused on optimizing the flow and efficiency of waiting lines or queues in various environments, such as call centers, hospitals, or online platforms. It involves analyzing and improving the processes that lead to waiting times, aiming to minimize customer wait times, enhance user satisfaction, and increase operational efficiency. This is achieved through strategic placement of resources, effective queue management techniques, predictive modeling to anticipate demand, and the implementation of technology solutions like automated call routing or chatbots. By reducing wait times, wait engineering not only improves customer experience but also boosts productivity and reduces operational costs.
