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15 ways to handle a huge surge in contact volume

Inside Customer Service

Long wait times increased complaints. It's tough to handle the surge if you don't have the authority to hire more agents or improve efficiency. Agents spend less time calmly upset customers when they're in a hurry. Just keep them focused on one channel at a time. #4

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Most call centers struggle with efficiency at one time or another. If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. In contrast, a PBX system would need hefty installation resource to cater for this business demand; installation resource that you necessarily haven’t got time for or can afford. Being responsive and getting back to potential customers in a timely manner.

AI Customer Service: Today’s Most Transformative Technologies


Applications based on AI are already visible in healthcare diagnostics, transportation, entertainment and education, to name but a few, and now the customer service industry in particular has recognized AI technologies as having almost unlimited potential to meet consumers’ growing demand for better customer experience (CX), reduce costs and decrease reliance on contact center agents. A Tata Consultancy Services survey found that 31.7%