Unlock the OnDemand webinar featuring Jeannie Walters plus additional resources

A day in the contact center can feel like riding a rollercoaster – one minute contact volumes skyrocket. The next, they stabilize and your team breathes a collective sigh of relief. Whatever the cause of volume surges, they’re filled with the same exhilaration, energy and panic you feel at the top of any amusement park ride.

The good news is, with the right CX strategy and service delivery model, you’ll feel less panicked because you’re prepared when surges hit.

What you can expect

  • Find out which service delivery trends to incorporate
  • Learn what channels to use and when to use them
  • Get tips on how to avoid agent interaction spikes
Ever wish you could stop the contact center rollercoaster long enough to get your team ready for unexpected demand swings? Take 60 minutes and get the tips you need to take control of volume surges.
Jeannie Walters CEO
Experience Investigators
For more than 20 years, Jeannie Walters, CCXP has had one mission: To Create Fewer Ruined Days for Customers™. She is the CEO and Founder of Experience Investigators, a global customer experience consulting firm helping companies improve loyalty and retention, employee engagement, and overall customer experience. Hundreds of companies have trusted Jeannie to consult, train, and speak, from SMBs to Fortune 500s. She is a TEDx speaker, Linkedln Learning instructor, and has written for Forbes, CustomerThink and The Future of Customer Engagement and Commerce.
Lauren Comer Senior Product Marketing Manager
Lauren is a Senior Product Marketing Manager with NICE, focusing on workforce optimization. Prior to her role in marketing, Lauren spent time with NICE in Sales Engineering and Business Consulting. She previously led customer service and sales teams at Monsanto and Bank of America, gaining real-world contact center insights and perspective on how NICE CXone can help organizations create meaningful customer experiences.