Coping with Peaks In Demand
A Practical Guide from the People at Cirrus Delivering the Experience your Customers Deserve
It is very rare to find a contact center which has a steady flow of calls from their customers spread evenly throughout the day, week and even the year.
What is far more common is peak hours, busy days and a seasonal variation in demand. Even by carefully managing resources and shift patterns, contact centers and their customers will always experience periods of significant queue lengths where:
- Customers become increasingly frustrated
- Calls are lost, some forever
- Abandoned calls generate repeat calls which compound the problem
At Cirrus, we believe that you cannot eradicate peaks in demand but you can work smarter and turn an exception into an exceptional experience.
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