Designing Customer Experience for Scalability and Agility
It’s that time of year again. It seems that summer has just begun, but it’s already time to think about back-to-school chores. In the business world, that back-to-school flurry of activity is mirrored by seasonal business factors. In healthcare, it’s enrollment periods. In sales, it’s end of quarter. As businesses ramp up, how contact centers handle these spikes in activity has traditionally meant engineering for peak demand and hiring seasonal employees who may or may not be skilled for the rigors of the busiest time of the year. Today, however, you have an arsenal of tools to help you deliver digitally transformed customer care that can scale with your business.