In this episode, John Casey, a Resource Planning Expert at CCplanning, discusses how to prevent and manage periods of unexpectedly high contact volumes in the call centre.
As part of our discussion, we also talk about factoring absenteeism into our forecasts link between scheduling and employee engagement, as well as sharing more tips that will help you to steady the ship when things get a little crazy!
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This podcast was made possible by our sponsor, Genesys. To request a demo of their contact centre software, visit: www.callcentrehelper.com/demo
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Here is a Transcript to the Podcast