Solve your call center's seasonal capacity problem
Seasonal surges in capacity, while difficult, are par for the course for most businesses. And while there's no way to fully standardize your business levels, you can manage changes—with proper planning. The first step is to look at your historical data and identify the peaks and valleys that your company experiences. Plan staffing out from there and then focus on the trickier issues that go beyond normal business fluctuations.
Fundamental to handling your baseline volume is having a trained and engaged workforce. That means having agents in seats, with the proper tools and the know-how to use those tools. But agent retention is increasingly difficult, turnover rates continue to soar and job satisfaction Net Promoter Scores (NPS) plummet. And as the worker pool shifts to include more Millennials and Generation Z workers—whose expectations for type of work and employers differ greatly from previous generations—some organizations struggle to adapt to a new employee mindset. To attract the best agents—and keep them—your business must evolve with your workforce.
To find out more download now!
Read More
By submitting this form you agree to Genesys contacting you with marketing-related emails or by telephone. You may unsubscribe at any time. Genesys web sites and communications are subject to their Privacy Notice.
By requesting this resource you agree to our terms of use. All data is protected by our Privacy Notice. If you have any further questions please email dataprotection@techpublishhub.com
More resources from Genesys
Solve your call center's seasonal capacity pr...
Seasonal surges in capacity, while difficult, are par for the course for most businesses. And while there's no way to fully standardize your busine...
Spend Money. Make Money. Four Businesses That...
Digital customer experience technologies have transformed drastically in recent years. No longer are cloud-based, omnichannel call centers a cost b...
Solve your call center’s seasonal capacity ...
Seasonal surges in capacity, while difficult, are par for the course for most businesses. And while there's no way to fully standardize your busine...