3 Strategies for Handling Peak Season Call Volumes

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3 Strategies for Handling Peak Season Call Volumes

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Is your contact center prepared to handle your peak season?

Peak season may be during the holidays for you. Peak season may be a mid-year enrollment period for you. Peak season maybe a going back to school time for you. Peak season may be a vacation planning time for you. Peak season may be when you release new products.

Strategies for Handling Peak Season Call Volumes

customers-grade-the-callsPeak season is not the same for every contact center. But how you plan for peak season can be similar from one contact center to the next. The strategies for handling peak season call volumes can vary in scale and scope, but many of the underlying elements are often similar.

In this video, I share three common strategies for handling peak season call volume that I received from contact center industry workforce

planning expert, Dan Rickwalder. Dan shared many strategies with me during our time together and I constructed a complete list of these here.

During this video of the three common strategies, I discuss the third strategy which is the most popular.

Do you use any of these strategies? Do you have any strategies we did not discuss? Please share your thoughts and tips in the comments below.

About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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