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