How to Succeed in Your Peak Season
Empowering contact center excellence for 30 years!

How to Succeed in Your Peak Season

Published: Jan 12, 2016

Pages: 25


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Don't struggle through your peak season. Learn best practices, training tips and gain expert advice on consistently delivering service excellence through both the peaks and valleys.


Is your contact center ready for its peak season?

ICMI and BoldChat by LogMeIn joined forces to help you connect to the trends and best practices that are shaping the customer experience landscape. This MarketPulse will help contact center leaders gain direct insight into how you can improve the effectiveness of your contact center in preparing for and engaging customers during peak, seasonal volume.

A contact center’s busiest time of year requires a thoughtful combination of preparation, real-time engagement, and post-haste evaluation.  While some organizations have perfected this blend of art and science, others struggle to meet the demands of their peak season.  This is not sustainable over time, and organizations must find a way to deliver a consistently excellent level of service through both their peaks and valleys.  In order to do so, they need the answers to several critical questions:

What are the top customer engagement challenges faced by organizations leading up to and during their high volume times?  

How can organizations leverage industry best practices, communications preferences, expectations of service, and levels of engagement to overcome these challenges?

What can be done to prevent similar challenges from happening in the future?
ICMI and BoldChat answer these questions and more, in addition to providing training tips, best practice examples, and industry expert advice through this informative MarketPulse.

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Topics: Customer Experience, Multichannel Contact Center, Chat

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