Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts Categorized: Peak Volume Management

Volume Challenges? Technology Can Help

The “hair on fire” days of alarms and emergency back-up staff running into the center to log into the ACD to take calls are gone. Workforce Management systems and staffing strategies help managers plan for and react to variable contact volume. Yet even with effective planning, centers still struggle to handle unpredicted volume and peak… Read More »