ARCHIVE NOW AVAILABLE: Hidden Dangers of Having Spikes in Call Volume, Plus Whitepaper!

Having trouble viewing this email? [View online](. ARCHIVED WEBINAR The Hidden Dangers of Having Spikes in Call Volume Originally Aired: June 13, 2018 [Watch Today!]( It doesn't matter how many support reps you have available: When spikes hit your contact center, hold times escalate, customers become frustrated, SLAs become impossible to meet, and your agents suffer the consequences. FREE WHITEPAPER: The Secret Sauce for Increasing Customer Happiness [DOWNLOAD TODAY!]( Rest assured, you're not alone. Even call centers that diligently forecast volume and establish strict SLA's experience spikes in call volume. It can be anything from extreme weather conditions to product recalls, and your call center can be flooded in an instant. The result is an increase in average handle time, an escalation in hold time, and frustrated customers. Are you prepared for unexpected spikes in call volume? The reality is that voice is the most preferred channel for customers, but its popularity comes at a price - long hold times. The effect they have on the customer experience is significant: 60% of customers will abandon a call after just one minute of waiting on hold. If you want to preserve customer loyalty and keep your CSAT scores healthy, you'll need to make sure you have the right safety nets in place. In this one-hour webinar you'll learn how to manage call volume spikes and deliver uncompromising customer service. We discussed: - Meeting Consumer Expectations - Staying Focused on the Right Metrics - Planning for the Worst - Plus so Much More! Who should watch: - VPs & Directors of Customer Service, Contact Centers, Web/Social Media, and Customer Experience Presenter: Shai Berger Co-Founder and CEO, Fonolo [BIO]( MODERATOR: Erik Linask Group Editorial Director, TMCnet [BIO]( Sponsored by: This email was distributed by: Technology Marketing Corporation, 35 Nutmeg Drive Suite 340, Trumbull, Connecticut 06611. As a valued reader or attendee of TMC's publications and events, you will occasionally receive carefully-screened offers and free product information via email. If you no longer wish to receive this type of email, please go to to adjust your preferences.