Today we’re going to be talking about the power of wait time in driving the customer experience, and to do that we have Tom Reiger, the President of NSI, Inc. and President/CEO at National Business Innovations, LLC. We start off talking about wait time and Gabe asks if it’s really such an important thing to focus on and Tom explains that it’s always something his company is trying to focus on as it can prove to raise your company’s costs by quite a bit if you’re not careful. Tom’s role 1:27Wait time 2:18Understanding certain types of tickets 8:37What brands are doing to help the consumer have a better experience 13:46Empowering employees to deliver a great experience 17:31“You shouldn’t have to hire a million people to find this right balance. So it’s being smart about what you automate, it’s being smart about your channel prioritization, and it’s being smart about how you train and equip your reps to provide that individualized service.” 14:51 https://www.linkedin.com/in/tom-rieger-33161b1/