Every contact centre leader knows that forecasts don’t always go to plan – from product recalls to data breaches, pandemics and PR disasters, there are a hundred reasons why it makes sense to plan for unplanned (as well as planned) contact volume spikes. The alternative is to face the wrath of the public and your executive team when customers are left in limbo! This what you will find in the White Paper:
Understand the different types of contact volume spikes and ways to manage them.
Gain practical insights from the experiences of Super Retail Group.
Discover tips for recruiting pre-vetted staff in a heartbeat.
Learn about technology options like IVR, chatbots, and callback to handle surges efficiently.