It varies by state and county, but the average national Department of Motor Vehicles (DMV) appointment takes between 34 and 44 minutes. Considering that most of us only have to go every couple of years to apply for or renew a license, manage a title, or take care of some other related task, this outlay…

Let’s state this simply: Visitors to a government office are more than a number. But that said, sometimes that number is large, and each visitor can have complex needs. The government employees honestly want to help but are often expected to be miracle workers. They can feel under-resourced and overworked, trying to resolve each visit.…

Not wanting to hang around a hospital is universal. Patients are nervous, scared, and likely in pain. Plus, there are folks sneezing. It certainly can make for an uncomfortable and unhealthy situation. Source: The Qmatic Blog

Customers of all ages have become adept at buying online — especially over the past few years— finding it easier, quicker, and safer.  However, this doesn’t negate the need for the brick and mortar. It simply fuels the urgency to design an elevated omnichannel approach. Source: The Qmatic Blog

Waiting is another word for lost time — and it’s always stressful and annoying. But waiting — and waiting — in a doctor’s office is not only stressful and potentially a health risk, it can also negatively impact the patient’s perception of the visit and treatment. Source: The Qmatic Blog

What if I told you that the Department of Motor Vehicles is a perfect example for self-improvement? It’s human nature to try to better ourselves. We champion people who see the need for self-improvement and take the necessary steps. We all can do it. Even the Department of Motor Vehicles. Source: The Qmatic Blog

Progressive stores had already been using ecommerce to pump up sales, but when COVID hit, the retail world was shaken to its core. Customers were hesitant to shop in person but found that the experience of ordering online and getting the purchase delivered on time was often inadequate.  Source: The Qmatic Blog

At a time when citizens are demanding better service, government agencies are striving to find solutions for how to make it happen.   The Biden administration recently updated guidance from the Office of Management and Budget [OMB] to improve customer experience.  This executive order directs agencies to modernize their programs, reduce the “time tax” associated…

One could argue that perception is reality. If people perceive that they’re waiting in line too long, they will become frustrated, and their entire retail experience will be diminished. And it doesn’t matter if the wait time was reasonable — it’s their perception that matters. Studies, as well as personal experience, show that waiting time,…

Back in the 1960s, there was the Age of Aquarius, and more recently, the Information Age. Today, the world is fully invested in the Age of the Experience, which is prompting smart forward-thinking retailers to give customers the most memorable experience based on strategic customer flow from the moment they step foot into the store…

Working as a service provider can be stressful. Numerous walk-in customers, long queues, and unhappy customers can increase the frustrations for employees. In this article, we will share tips on how you can improve the working environment for your staff. Source: The Qmatic Blog

As a service provider, it’s important to optimize your operations continuously. Collecting the right data is the first step, and there are great opportunities to reduce queue times, enhance the customer experience and identify areas of improvement. This article will explain about how business intelligence can help service providers optimize their customer journeys. Source: The…

With a smart appointment scheduling system, you can collect data from each touchpoint in the customer journey and process it to get insights for continuous improvement. This article aims to explain which data to collect and how to improve your organization with insights from the customer journey.  Source: The Qmatic Blog

In this article, I’ll describe the difference between walk-ins and appointments. Also, I’ll share my view on why you want to increase the number of appointments and how to succeed with it. In the end, you can download a guide about a new appointment solution, Qmatic Cloud Appointments.   Source: The Qmatic Blog

Employees need training to effectively use tools at work, and so, it’s become increasingly common to find product suppliers offer eLearning courses to help customers and their employees use products to their full potential. Unlike other training methods, the advantage of eLearning for employees is that it provides constant support which can be accessed as…

During the pandemic, many service providers implemented measures to streamline the visitor journey. Now, as facilities open up, it’s time to decide what implementations to retain in your reopening plan. This article aims to describe why appointment scheduling should be a top priority if you want to maintain efficient queue management. Source: The Qmatic Blog

Creating an effective learning and development strategy can contribute significantly to the success of your business. Unlike conventional teaching methods, eLearning is a convenient, flexible and cost-effective option for training your employees. Source: The Qmatic Blog

Every time a visitor doesn’t show up at the appointed time, your preparation and administration work are wasted. In this article, I’ll explain why you want to reduce your no-show rates and how you can succeed with it. In the end, you can download a guide to learn more about improving your appointment management. Source:…

Imagine a scenario where your ability to receive appointments is continuously optimized. In this article, I’ll explain why and how an advanced appointment scheduling system can help you better plan your staff and increase profitability. Source: The Qmatic Blog

Managing multiple appointments has always been a complex challenge for service providers. For many years, we at Qmatic have identified and removed friction from the appointment process. In this article, I’ll explain an important feature that will make it easier for you to reserve resources such as staff members, meeting rooms, and any equipment needed for…

When you decide to put part of your vaccination operation in the hands of an external software provider, you need a reliable system. This article will describe the importance of stability and safety of a COVID-19 scheduling solution from a software developers’ perspective. Source: The Qmatic Blog

Currently, in my role as a Healthcare Practice Lead, my focus is on implementing COVID-19 vaccine scheduling solutions. The ability to have a real impact on lives through our solutions is something I take a lot of pride in, and in this article, I’ll clarify why and how you can choose a solution to improve…

In this article, I describe what arrival management is and how you can use it to move your visitors seamlessly from an online experience to an in-person visit. At the end of the article, you can download a guide about appointment management where you can learn even more about the solutions. Source: The Qmatic Blog

Many countries have started administering COVID-19 vaccines for the priority groups, and soon this will be extended to the rest of the population. Many vaccine providers are dealing with a large number of people every day. As well as making sure everything goes smoothly, they also need to make sure that social distancing measures are…

This year has shown service providers the importance of not only embracing, but also adapting and innovating digital solutions to improve their services and stay ahead in in the game. While many have started to offer digital solutions, improving digital customer experience is still a challenge when things are still new. Source: The Qmatic Blog

The customer journey map (CJM) is a design thinking tool, a method to develop innovation that focuses on people in order to overcome challenges and meet needs. It allows you to visualize each of the stages of the customer journey on a map; from when a person discovers a need, to when they become a…

The customer journey is the path that a customer walks, between the different touchpoints and interactions with an organization. When we talk about the customer journey the central focus is on the customer. Do we know who they are? How they behave? What are their needs or expectations? Which factors make them buy a product?…

Many healthcare providers face the challenge of budget constraints, limited resources, and having a lot of priorities. With this combination of pressures, streamlining workflows and increasing efficiencies, while also enhancing the quality of care become extremely important to maintain positive patient experiences. Source: The Qmatic Blog

Managing patient journeys is the key to an improved patient experience, a better quality of care, and increased efficiency. Many healthcare decision-makers have noted the importance of using a patient journey management system, but face challenges in optimizing and integrating it with their hospital information system (HIS). In this article, we will explain about HL7…

With the right design and implementation, an improved user experience can have great impact on your business and organization. But you might ask yourself: Is it worth allocating time and resources to ensuring my customers have a good experience? Or in other words, why should I apply techniques that improve the customer’s experience? What are…

Customer journeys in banking can be difficult to follow, especially in the quickly changing landscape of retail banking. But staying close to the customer at every stage of the customer journey is key to driving business and keeping customers satisfied. Source: The Qmatic Blog

This year, vaccinations for the seasonal flu will be different due to the COVID-19 pandemic. Many patients are reluctant to visiting caregivers right now, but those worries should not stop anyone from getting their seasonal flu vaccinations. Fortunately, you as a healthcare provider can make their much-needed visits safe. Here I will explain more about…

I talk to clients in the banking sector on a daily basis, and I am often asked to share observations to trends within customer experience. We operate in 120 countries and things may be different in different parts of the world but many things are the same. Therefore I thought I would share my outlook…

A queue management system brings a lot of value to service providers and customers. Among other things, it can significantly improve customer experience, increase operational efficiency, and provide businesses and organizations with data to make informed decisions. Source: The Qmatic Blog

The Covid-19 pandemic has pushed the need for safer queuing and customer journey, and with that, a move toward virtual customer journey management that allows service providers to adapt swiftly to the fast-changing environments and customer needs. This includes those in the public sector like tax offices, DMV, immigration offices, city halls, and other government…

The need for virtual queuing has been on the rise since the start of the Covid-19 pandemic. However, even aside from the pandemic, virtual queuing seems to be the way forward as it provides flexibility, comfort, and convenience for customers. Source: The Qmatic Blog

Most government offices around the world are faced with the twin challenges of strained resources and outdated systems. Combined, these two problems often cause inefficient operation and service delivery, which is reflected in the long wait times that customers have to face when dealing with public agencies. Source: The Qmatic Blog

Lobby management is the process of managing and optimizing the arrival of visitors or customers in your lobby or waiting area, to improve both the customer experience and staff efficiency. Just like queue management and customer journey management, it aims to streamline and optimize the customer journey and it can be used to improve social…

As we’re entering a new phase in the COVID-19 pandemic, businesses and service providers are preparing to reopen once restrictions are relaxed. When it’s time to reopen, there’s a good chance that customer footfall will increase, as their demands have been put on hold for some time. Meanwhile, there’s still an urgent need to maintain…

Government offices around the world are opening up again and the demands on their services are bigger than ever. Here I will tell you how government offices, city halls and other public service offices can go about to assure adherence to regulations and restrictions regarding covid-19 pandemic and still start providing services to the society…

In the coming weeks or months, lockdown and restrictions will be eased, and service providers will need to be prepared to accommodate customers in these times. As the COVID-19 risk will still potentially be high and some restrictions will still be in place, they need to remain cautious when reopening their premises and delivering their…

As the situation changes, businesses and organizations need to adapt to the new normal. For service providers who remain open, the need for a safer environment for staff and visitors is becoming more important than ever. Source: The Qmatic Blog

Some services are necessary even during a crisis such as the Covid-19 outbreak. For instance, grocery stores and pharmacies need to remain open in one way or another to provide citizens with essential goods. Source: The Qmatic Blog

In times of coronavirus breakouts and in the middle of the regular influenza season, there is an ongoing debate on how to avoid spreading of infections. One should point out that people suspected to carry the corona virus are treated with extra care, but it actualizes the never-ending story of the risks of getting infected…

In times of corona virus breakouts and in the middle of the regular influenza season, there is an ongoing debate on how to avoid spreading of infections. One should point out that people suspected to carry the Covid-19 virus are treated with extra care, but it actualizes the never-ending story of the risks of getting…

My experience has shown that hospitals face many challenges that emerge as long waiting times and poor patient experiences. In this article, I’ll clarify why I believe investing in a patient appointment system is beneficial for both patients and staff members. Source: The Qmatic Blog

My experience has shown that hospitals face many challenges that emerge as long waiting times and poor patient experiences. In this article, I’ll clarify why I believe investing in an appointment system is beneficial for both patients and staff members. Source: The Qmatic Blog

Some people refer to appointment scheduling primarily as a booking function. In my opinion, it’s much more than that. To improve the customer experience, you need to deal with confirmations, reminders, cancellations and rescheduling. This takes priority when it comes to time and investments. Source: The Qmatic Blog

Many argue that queue management is the process of managing a customer’s waiting time. On a high-level, I agree with that statement. However, in this article, I seek to define the essence of what queue management is all about. Source: The Qmatic Blog

As people’s expectation continuously increase, banks need to offer a great customer experience, both online and offline. In this article, I’ll explain how you can improve the customer experience by managing your queues. Source: The Qmatic Blog

In an era where customers expect frictionless service and immediate response at every touchpoint, success is to a large extent based on how well companies can rise to these demands and expectations. That’s why it’s paramount to make the customer experience smooth, consistent and relevant throughout the customer journey. Source: The Qmatic Blog

In an era where customers expect frictionless service and immediate response at every touchpoint, success is to a large extent based on how well companies can rise to these demands and expectations. That’s why it’s paramount to make the customer experience smooth, consistent and relevant throughout the customer journey. Source: The Qmatic Blog

A crucial factor in solving a queuing problem is managing the customer’s perceived service level. In this article, I’ll go through my definition of a queuing problem and how to solve it by improving the customer’s waiting experience.  Source: The Qmatic Blog

The main problem that patient face while waiting is uncertainty. Patients often don’t know is how long the wait will be or what to do. That uncertainty can damage the patient experience. A great patient experience is based on the healthcare providers ability to deliver a clear, fair and obvious process for managing needs, expectations…

In this blog post we’ll discuss the oldest and most common way to manage queues and waiting – Linear Queuing. But what does it exactly stand for, and how does it differentiate compared to other types of queuing principles? Learn all about the important factors when designing a linear queue, the benefits, and when it…

Providing an excellent patient experience goes far beyond how well your caregivers treat physical ailments. It engages the entire patient journey – beginning with the information a potential patient finds online before deciding to book an appointment through how successfully the provider prevents a medical relapse, and including every physical, emotional, and environmental detail in…

One of the main types of queuing is virtual queuing, but what does it exactly stand for, and how does it differentiate compared to other types of queuing principles? In this blog post you can learn about the important factors when designing a virtual queue, the benefits of virtual queuing, and when it is the…

Qmatic customer wait time analysis and tools helps outpatient clinics keep staff, patients, and providers informed about queue management and other pain points. Source: The Qmatic Blog

No rule says customer experience (CX) excludes government agencies. However, it’s challenging enough for enterprise business to implement CX strategies, meaning it’s even more so for governments with the uphill battle of limited budgets, staff shortages and hiring freezes. No matter the business sector, no customer likes to wait. With this post, I want to…

Public services thrive when they find the right balance of quality of service and efficiency, without excessive cost. For citizens that rely on the public service, their experience is made up of a combination of both elements. A quality service will only be a good experience if it doesn’t take too long and vice-versa. Source:…

You have probably heard about managed service if you work with IT or deal with IT solutions. Why is the trend going towards more solutions on managed service and is there a reason to consider managed service for customer journey management?  Source: The Qmatic Blog

As a healthcare organization, you’re usually measured on the quality of service you offer to patients and how many patients you are able to successfully support. The overall patient experience is dependent upon both of these elements, with a good experience seeing patients getting to their appointments quickly and easily. Source: The Qmatic Blog

For public services, customer feedback is often feared as much as it’s appreciated, usually because feedback is only supplied if a visitor has a negative experience, with the vast majority of visitors not bothering to leave feedback at all. However, customer feedback is not something to be feared, it should be actively encouraged. With a…

For healthcare, the more efficient you are, the more patients you can treat and the better your reputation will be. But for too long, the industry has had a poor reputation for patient experience, due to long waiting times and rigid booking structures. In our recent survey of over 600 healthcare and public services decision makers,…

For healthcare, the more efficient you are, the more patients you can treat and the better your reputation will be. But for too long, the industry has had a poor reputation for patient experience, due to long waiting times and rigid booking structures. In our recent survey of over 600 healthcare and public services decision…

Let’s face it; for the majority of people, visiting a public service is a chore that has to be done, not an enjoyable task. It doesn’t matter whether it’s a vehicle licensing center, a tax office or anything else, providing service to citizens as quickly as possible is always a major target for public service,…

For healthcare, demands on workers and facilities are often exceptionally high, and patience for delays are often low. To ease the pressure, it’s only right that people have all the tools they can get to help make the experience better for everyone. In our recent survey of over 600 healthcare and public services decision makers…

You want to provide a good level of satisfaction in the public services you provide. But choosing the right course of action isn’t always easy. Without evidence its hard to make decisions that will make a difference. Source: The Qmatic Blog

If you work in the healthcare sector, you’ve probably noticed that patient expectations are rising rapidly, right? Patients who are accustomed to gaining instant access to almost anything they want via their smart phone, expect their healthcare environments to offer a similar level of service. Source: The Qmatic Blog

We live in a world where you can order a pizza at the touch of a button or book a flight with just a few swipes. So, it’s understandable that citizens have high expectations. If they’re confronted by long queues or a lack of information when they use your services, they’re far more likely to…

We recently undertook a global research survey of over 600 decision makers across healthcare and public services – and the results were telling. Almost all (94%) respondents said that it’s important for their organization to ensure a good patient experience, but over half (56%) said they believed patient journey management would be too expensive for…

Public service users’ expectations are rising. We recently undertook a global research survey of over 600 decision makers across healthcare and public services – and 54% said citizens are complaining more about waiting or queuing than they were a year ago. Source: The Qmatic Blog

Our research shows that keeping information, citizens and patients flowing is critical. You want to be there for them every step of the way, but that’s a real challenge when you’re facing skills shortages, increased efficiency targets, and more demands on your time and budget than ever before. Source: The Qmatic Blog

For government institutions and healthcare facilities of all types, keeping information, citizens and patients flowing is critical. And that means removing the barriers to your own productivity, reducing unnecessary administration, allowing citizens and patients to exercise choice, and focus on the quality of service and care. Providing the best possible experience for a range of…

  We know that you are under pressure to improve efficiency while also innovating with digital technology. This can often lead to conflicting pressures on the time and budget you don’t have. To help you navigate this challenge, we’ve created 10 best practices you can use to simplify your existing processes. And they’ll improve your…