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Tips for Effectively Managing a Highly Volatile Contact Center

Published: Jun 27, 2016

Pages: 9


Understand and implement the 12 Key Principles of Managing the Customer Experience that must be integrated into your contact center strategy everyday - whether your busiest day or your slowest day of the year.

Effectively managing the volume fluctuations in a contact center 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 periods of volume. This is simply not sustainable over time, and organizations must find new ways to deliver a consistently excellent level of service through both their peaks and valleys.

In order to do so, they need to address the following:

  • Identify the top customer engagement challenges faced by organizations leading up to and during their high-volume times
  • Discover how organizations leverage industry best practices, communication preferences, expectations of service, and levels of engagement to overcome these challenges
  • Implement improvements to prevent similar challenges from happening in the future

ICMI and BoldChat address these questions and more, in addition to providing training tips,
best practice examples, and industry expert advice. 

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