by Servion

1, December 2016

spikemanagement
  • Contact Center
  • Customer Experience
  • Workforce Optimization

For enterprises, the contact center is the heart of customer engagement. But a contact center job is a demanding one. Anything can go wrong. Especially when agents face a sudden spike in volume of calls coming in. However, seasonal spikes is perhaps the lesser even when compared to its twin – the dreaded unplanned spike. It can lead to revenue losses and additional stress on customer service. It can also prove to be deal-breaker to your customers and make them switch their loyalties. Here are some tips to manage spikes – both planned and unplanned.

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by Christy Bharath

3, November 2016

blog-callofduty
  • Contact Center
  • Customer Service
  • Workforce Optimization

Call center agents, though, are the lifeblood of your business. The first and last line of defense of your brand – as far as many of your customers are concerned. Hence, it is crucial to take a prescriptive approach to handling agent retention. Losing a good agent is akin to losing a valued customer.

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by Kaustubh Sathe

22, April 2016

8_consultant
  • Contact Center
  • Technology
  • Workforce Optimization

An expert, a counselor, a guide, a professional adviser? The first thing I learned is that – “A consultant is a facilitator”

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