Peak Season Coverage Best Practices

Peak season traffic and event-driven bumps in volume make contact center managers’ lives “interesting.” It takes careful planning to ramp up to meet demand, and then ramp down to respect the bottom line. A winning strategy sustains or increases revenue, retains staff, and satisfies customers. Failure squanders opportunity, resources, and customer loyalty.

Our Peak Season Coverage Best Practices provide guidelines for:

• Strategy
• Organizational Readiness
• Personnel Management
• Technology Use and Optimization