Managing Contact Center Traffic On The Holidays | Blackchair

During a recent interview, Nick Delis, the Senior Vice President of International and Strategic Sales at Five9 spoke about how contact centers can effectively address interaction traffic influxes that occur during the holiday season.

The holiday season is a lucrative but tough time for many businesses, particularly in relatively busy sectors like retail, travel, hospitality, and even insurance.

Addressing the inevitable influx of interaction traffic into contact centers during the holiday season requires prompt action to address the challenges faced by each of the core stakeholders of CX—the customers, the agents, and the broader business.

Optimizing CX delivery with initiatives for enhancing employee experience

 

What should businesses prioritize for better EX for better CX outcomes?

Organizations must focus on the implementation of new technologies that enable their employees, drive empowerment, and create optimal efficiency.

This includes both CX and EX, as 95% of organizations said that cloud enablement is vital to derive favorable CX and EX outcomes. In this instance, CCaaS migration must be a key consideration for any business looking to ensure continuity and establish a competitive advantage.