Posts in category Operations Strategy

Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes

Charles Watson Operations Strategy Nov 28, 2018 10 min read

Busy times like the holiday season are a critical time of year for contact centers. One mistake can have devastating effects on service levels and ultimately on your customer experience. In this article you’ll learn which mistakes to avoid if you want to achieve your service level.

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5 Problems Contact Centers Face During the Holiday Season and How to Tackle Them

Charles Watson Operations Strategy Oct 24, 2018 16 min read

 

We’re heading into the holidays! For the lucky people not managing contact centers, that’s a blissful statement. In the US, we’re gearing up for Halloween, Thanksgiving and Christmas.  And globally, we’re all getting ready for some holiday shopping! This is amongst the busiest time of the year, especially for the customer service industry. The question that many contact center managers and planners ask themselves now is: "How do I maintain service level successfully?"

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