A No-Fail Approach to Seasonal Spikes in Contact Center Volume

As online shopping proliferates and consumer expectations skyrocket, cost-effectively managing a contact center without sacrificing customer experience is a monumental challenge for retailers. Smart contact center leaders are finding that adeptly navigating seasonality is the formula for success.

This article explores how the online “influencer economy” is further complicating matters for contact center leaders managing volume fluctuations, and how on-demand agents and cloud-based solutions are helping retail businesses survive and thrive during business peaks and valleys.

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