Blog Archive: June 2014

Posted: June 05, 2014 | Inova Solutions

Anyone who works in a call center knows about the peaks and valleys in call volume, “no matter how many Customer Service Representatives (CSRs) you have available, it's impossible to meet the current demand for your services.” McGarahan makes the logical case that call volume spikes can be either planned or unplanned.

Posted: June 05, 2014 | Inova Solutions

In my last post, I covered McGarahan’s recommendations for mapping both planned and unplanned peaks in call volumes at your contact center. Identifying patterns is really only the first step; you also need to take steps to efficiently manage the peaks and valleys. McGarahan also offers several tips for managing service demands. - See more at: http://www.inovasolutions.com/blog/post/surviving-call-center-peaks-and-...