With much of the world on lockdown due to the current COVID-19 crisis, contact centers are grappling with both increased workloads and staffing challenges.

One helpful framework — now and in more normal times — is to understand the factors that affect customer tolerance for queues. There are seven, and they influence how long customers will wait in queue, how many will abandon, whether they will try alternative channels, and how they feel about the overall experience.

Read here to learn more about these seven factors.