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 It doesn’t matter how many support reps you have available: When spikes hit your contact center, hold times escalate, customers become frustrated, SLAs become impossible to meet, and your agents suffer the consequences.

Rest assured, you’re not alone. Even call centers that diligently forecast volume and establish strict SLA’s experience spikes in call volume. It can be anything from extreme weather conditions to product recalls, and your call center can be flooded in an instant. The result is an increase in average handle time, an escalation in hold time, and frustrated customers.

Are you prepared for unexpected spikes in call volume?

The reality is that voice is the most preferred channel for customers, but its popularity comes at a price – long hold times. The effect they have on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold. If you want to preserve customer loyalty and keep your CSAT scores healthy, you’ll need to make sure you have the right safety nets in place.

In this one-hour webinar you’ll learn how to manage call volume spikes and deliver uncompromising customer service.

We’ll talk about:
  • Meeting Consumer Expectations
  • Staying Focused on the Right Metrics
  • Planning for the Worst
  • Plus so Much More!

Who should attend:
  • VPs & Directors of Customer Service
  • VPs & Directors of Contact Centers
  • VPs & Directors of Web/Social Media
  • VPs & Directors of Customer Experience

Presenters

Shai Berger
Co-Founder and CEO
Fonolo


Moderator

Erik Linask
Group Editorial Director
TMCnet