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How to Survive Peak Season Messages in this topic - RSS

Posts: 105

Posts: 105
Is holiday season your peak season? Is tax season your busy time? Whenever your peak season is, it's never too soon to start preparing. With proper planning, you won't just survive your next peak season, but thrive. Join us today at 1:00 ET to discuss!

Here are our questions:

Q1: Does your contact center have a peak season? When? #ICMIchat
Q2: What are some of the top challenges contact centers face leading up to and during high-volume times? #ICMIchat
Q3: Without staffing up, how can contact centers better leverage their existing team to manage peaks in volume? #ICMIchat
Q4: How do you keep agents from burning out during busy times? #ICMIchat
Q5: How do you break the news to customers that wait times may be longer than normal? #ICMIchat
Q6: Surge pay for agents during high-volume times: yay or nay? Why? (Think Uber) #ICMIchat
Q7: What are some ways to leverage less traditional channels to drive down phone volume during peak season? #ICMIchat
Q8: What's your #1 piece of advice for a new #cctr agent or leader heading into their first peak season? #iCMIchat

Erica Strother Marois
Community Strategist, ICMI
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