Call Volume Spikes in Your Contact Center: How to go from Surviving to Thriving

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Presented by

Brian Stoner, AVP Global Performance & Planning, Hyatt; Greg Buckalew, SVP Operations, AVOXI

About this talk

Call volume impacts agent workload, staffing requirements and expenses, but more importantly, how you manage these inevitable spikes can make or break your customer experience. Join Hyatt’s AVP of Global Performance & Planning and AVOXI’s SVP of Operations live on March 1st to learn how to set your teams and technology up for success before the next call volume spike. In this webinar, you’ll learn: - How to prepare for the inevitable challenges that happen- even with the best planning- so you can avoid ‘panic mode’. - Why analyzing your historical customer behavior data is key to prioritizing the right KPIs and meeting SLAs. - How to improve customer satisfaction and reduce employee burnout with strategies learned the hard way- so you don’t have to. - How to create agility by pairing strategy with the right technology. - The latest global trends expected to affect call volume.

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AVOXI has developed software-driven global cloud communications with unparalleled reach, simplicity, and reliability for multinational enterprises seeking to enrich customer conversations, delivered via our purpose-built, user-friendly platform. Welcome to the AVOXI channel where you will find innovative, thoughtful and educational content for those seeking to lower their total cost of ownership (TCO) with cloud-based voice.