"In my current job, we have had a historic issue in regard to customer wait times on our phone system. Most of the time, the wait times were due to a new product line we were selling that was generating a ton of traffic. As one of the front line staff who was talking with customers after really long waiting times, it never took long to realize that customers were very upset. I knew that there were great options out there for automated phone systems to route customers to the correct person, but our management had been hesitant in the past to utilize a system like that. I made the decision to monitor our customer wait times and track the number of complaints that we were getting for a week long period before approaching our management about the need for an upgraded phone system. After seeing the data, they were supportive of the idea, and I led a team of staff that demoed new systems in the coming months."
