Handling Spikes in Call volume

摘要

If the behavior of consumers could be predicted, business would be strictly a science. It's not. It's an art of sorts. Business is cyclical. Some cycles can be predicted: the holiday shopping season, the summer season, a big promotion. Even an event like a recall usually allows a company a day to prepare extra resources. But the expensive spikes in customer contacts are the ones you don't see coming: an outage. A natural disaster. A political event.