There's no telling when your contact center is going to be hit with a huge surge in call traffic - unless you're prepared with the right tools and tactics. Here are three solutions for predicting and managing spikes in call volume.
Start by deploying alert systems that sound an alarm when a certain traffic threshold is reached. You'll be able to spring into action and diffuse the situation fast.
Next, integrate CRM with your contact center software, letting your agents make on-the-fly decisions that lead to fast solutions for callers. That way, you'll keep a high level of service quality when the going gets tough.
Finally, use dashboards and wallboards to keep staff looped in on traffic spikes in the call center. With everyone on the same page, your team will come together when it matters most.