3 Quick Contact Center Tips for Peak Holiday Performance

David Rollison | November 14, 2017

It’s difficult to believe it’s already mid-November. If your contact center is like many of our client’s businesses, you’ve got a host of new agents in new seats ready to take on the holiday rush. This time of year means juggling a lot of different responsibilities – from new hire training to quicker reporting, to supporting additional volumes, and the last thing you can do is lose time.

Here are 3 quick tips to keep everything at work running smoothly this holiday season:

  1. Keep Your System Up to Date

An updated system is a working system. Your contact center can be the lifeblood of your business during the busy holidays, and you want to ensure that every customer is satisfied no matter why they’re contacting you. By having a fully upgraded system, you’ll be able to ensure that everything is running smoothly, that your agents aren’t sidelined by technical issues, and that your team can focus on delivering superior customer service. If you’re contact center is running in a pure-cloud environment, updates like these will happen automatically, cutting out time needed in-house to ensure your contact center is always running smoothly.

  1. Optimize Your Customer Experience and Agent Performance

Everyone has had to deal with “that call.” The call that eats up your agent time and leaves a bad taste in everyone’s mouth. Tensions are high around the holidays and your call center will be dealing with a tremendous volume of calls. In order to ensure that every customer is receiving superior customer service and your agents are utilizing every moment of their time, you’ll want to have a plan in place to deal with these difficult calls quickly and effectively. If you’re in a cloud contact center, your provider might offer options like Whisper and Barge, allowing supervisors to monitor difficult calls, provide real-time coaching to agents and allowing supervisors to jump in at exactly the right time to keep customers happy and your contact center productive.

  1. Make Sure You Can Scale

For your customer, there’s almost nothing worse than not being able to reach you when they need to. You must make sure that your contact center has the capacity to handle the seasonal rush. Do you have enough licenses? Are you set for capacity? A good rule of thumb for on-prem contact centers is buying 30% more of everything to ensure you’re up for the deluge of consumers coming your way, but that’s costly. The other option is a pure cloud solution that allows you to scale at ease, without having to over-buy for capacity, and will let you on and off board with ease, paying only for what you use.

By employing these three tips, you’ll have a better handle on the holiday rush, and that can be worth its weight in gold.

What do you do to prepare for the holiday rush? Let us know in the comments: