Here is a great idea for handling seasonal peaks in your contact centre.
If you are struggling to staff your contact centre evenly throughout the year, try introducing flexible contracts.
Flexible contracts allow agents to work more during busy times and less during quieter times, but still get paid a regular monthly income.
This is a win-win situation. You won’t be scrabbling around for time-filling exercises and your contact centre will be staffed properly throughout the year. Your agents will also be more engaged, as they won’t spend half the year twiddling their thumbs at their desks.