5 Ways to Manage Demand Swings in your Contact Centre

Most contact centres are built for efficiency, finely balancing service delivery against ongoing costs.

This eBook shows five ways to maintain customer service levels when unexpected events occur:

Leverage self-service for live call avoidance
Manage high inbound call volumes through call-back and queue management techniques
Use proactive outbound to flatten inbound demand
Improve speed and resolution through AI agent assistance
Offer alternatives to voice by integrating digital channels