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Is your contact center prepared to handle its peak season?
In this video I share 3 common strategies contact centers can use when trying to manage their peak seasonal call volumes. The third one is the most common strategy used.
Do you use any of these srategies? Share your thoughts and tips in the comments below.
Jim Rembach is the Board of Advisor Chair for Call Center Coach. He is also a former call center supervisor. He is a Call Center Leadership Council Member, CX Expert for the Customer Experience Professionals Association and is a certified Emotional Intelligence (EQ) practitioner. He is a contact center auditor and employee retention specialist, and holds a US trademark for the “Servant Teamwork®” leadership and organizational transformation methodology. Jim has authored nine books regarding contact center quality, employee engagement, customer experience and leadership development. He is also the host of the Fast Leader Show.
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