The Contact Center Guide to Managing Spikes in Call Volume [Industry Report]
Fonolo
MAY 31, 2019
Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a study by Wells Fargo found that 60% of banking transactions are made by customers who still prefer to do business with a teller.
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