WFM Strategies

Navigating the Peaks and Valleys of Contact Center Seasonality

Every call center will deal with fluctuations in the call volume, not only within the same day but also from season to season. A business might experience peaks during summer months, near holidays, or during enrollment periods. Others receive more volume in a single quarter than throughout the entire year. And some deal with surges caused by natural disasters, new product releases, and other reasons that cause long wait times and delays in delivery.

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