We’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).