Scale Smarter During Spikes in Demand

Whether your organization provides health insurance, delivers pizza or powers an electrical grid, 2020 will bring peaks and valleys in demand to your customer service organization. Maybe you’re launching a new marketing campaign. Or, an unforeseen product recall creates an influx of inquiries. If you don’t have the resources to respond to service spikes, you’ll risk frustrating your customers and staff, potentially losing business and damaging your brand reputation.

On the other hand, businesses that use automation to get scaling right can gain opportunities to delight their customers (and agents), deliver loyalty-building experiences and drive additional revenue.

Let’s take a closer look at the ups and downs of scaling, how they can impact your business, and key solutions for success in 2020.