What happens in your contact center when calls are coming in faster than you have the staff to handle? Ideally, this doesn’t ever happen in your call center. But if your facility is like most, you’ve been caught unprepared for peak times and seasons at least a few times before.
To better manage your peak times and keep your customers satisfied and well-served, it’s important to understand when and why these events happen and how to address them. It’s also important to have the tools to do so. Here, we’ll look at both factors in this equation - and how to set your facility up for success.