An Easy Approach to Managing Contact Center Peak Times [Slideshare]

An Easy Approach to Managing Contact Center Peak TimesWe’re here today to talk to you about *cringe* peak times.

Peak times tend to be a touchy topic for call centers. Almost every center experiences them, and most don’t know how to handle the volume without adding more agents.

Every contact center is different, which means that peak times can take on various forms. Some experience the surge on certain days of the week (typically Mondays), others surge during specific times pf the day, and some only experience surges on holidays. It really comes down to the type of business your contact center is supporting; but, regardless of the variety of industries, the solution to the problem remains consistent – and it has nothing to do with workforce management (WFM).

 

As luck would have it, we’re speaking about this normally cringe-worthy topic next week, and have invited in a special guest speaker who conquered the mountain that is the peak-time challenge. You’ll hear from Ricardo Mejia, Vice President Centralized Services, First Service Credit Union, who will discuss how his contact center reduced abandon rates, improved the calling experience for customers and agents, and seized the opportunity to better manage spikes in call volume.

Join Fonolo and The National Credit Union Call Center Conference on Thursday, June 28th at 2:00 PM ET / 11:00 AM PT for the live Q&A.

Here’s a sneak peak at the slides!


[Webinar] How to Successfully Handle Call Volume During Peak Times

 

We talk about:

  • Managing Spikes in Call Volume
  • Improving Customer SatisfactionWatch Now
  • Lowering Abandon Rates
  • Plus so Much More!

Who should watch:

  • VPs & Directors of Customer Service
  • VPs & Directors of Contact Centers
  • VPs & Directors of Web/Social Media
  • VPs & Directors of Customer Experience

Speakers:

Shai BergerShai Berger, Co-Founder and CEO, Fonolo

Fonolo

Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience.

 

 

Antonia Walters, Service Center Manager, First Service CU

Antonia is a Service Center Manager for First Service Credit Union. As an experienced manager of a busy contact center, Antonia offers extensive knowledge in contact center infrastructure, agent management, and meeting member needs.

 

Moderator:

Amy Vigil

 

Amy VigilNational Credit Union Call Center Conference
Executive Director
National CU Call Center Conference