Creating WINS for Your Organization Using AI Automation

One of the challenges of managing a large retail contact center operation is coordinating the moving pieces of a seasonal ramp. In my role as Director of Global Customer Care for the world's largest floral organization, I had to increase my phone staff from 100 to up to 2000 representatives to meet the demand of our high call volume seasons. Most contact center organizations face this similar business challenge. Health Care contact centers ramp up to handle call volume during open enrollment from October through January. Even collections organizations grow their staff to initiate more outbound calls in the summer and early fall to increase receivables.