Most organisations have their busy and not-so-busy periods.
Some of those can be anticipated. For example, seasonal peaks or surges caused by planned activity like a marketing campaign. Other peak periods can’t be anticipated, such as a product recall or PR disaster.
Whatever the reason, when your contact centre experiences a peak in demand you need to be ready to cope with it, otherwise the customer experience suffers, customer satisfaction falls along with your reputation, and you potentially lose business.
In this series of short guides, we look at the challenges of handling peak demand and each of the possible solutions in depth.
Subscribe to the series and we’ll send you each guide every week as it’s published.
Part One: Drivers of peak demand
Part Two: 10 ways of handling peak demand
Part Three: Everything you need to know about ramp
Part Four: Outsourcing for managing peak demand