Holiday Staffing
for Contact Centers

Three Pivotal Tips to Prepare for the Holiday Rush &
Optimize the Customer Experience ...
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Holiday Staffing for Contact Centers - Prepare for the Holiday Rush!

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What is your strategy this holiday season for offering your customers the highest level of service while maximizing the profitability of each customer interaction? Check out our infographic for three pivotal tips to prepare for the holiday rush and optimize customer experience in your contact center.

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Holiday Staffing for Contact Centers - Prepare for the Holiday Rush!

  1. 1. Holiday Staffing for Contact Centers Three Pivotal Tips to Prepare for the Holiday Rush & Optimize the Customer Experience in Your Contact Center What is your strategy this holiday season for offering your customers the highest level of service while maximizing the profitability of each customer interaction? Check out the tips below to ensure your contact center is prepared during the holiday rush to deliver optimal customer service. Opening Date: 10/12/12 NAME CURRENT OFFERS AVAILABLE TO CUSTOMER Account #: 86-7659-2001 ACCOUNT TYPE: Checking Savings Credit Card Balance ($): 597.87 NOTES Standard: 76 Goal: 85 Quality: 96 PLATINUM CARD 85 Contact: Jane Automation – Service Cloud Console TELLER PRO First Name Last Name Client Details Search Checking # 1703-224-9002 Logansport Jane 1101 Michigan Ave. City Logansport State IN Zip 785-44-1234 Jane Automation Checking FICO Score Jane Automation 46947 Description Amount Edit Name 46947 785-44-1234 CTI Screen Pop Email Phone Number First Name MAINFRAME – XTRA Xtreme Jane Last Name Account Number 2001 Answer Hangup Help AccountID jane@openspan.com I changed a note 011000315WYZ Interaction Log Automation Name Jane Automation Related To Notes Subject Next Call OpenSpan Real-World Scenerios Type: Comments Merchant ID: 2382-001 Visa/MC: Y 52 Notes Account Detail Credit Cards: 2382-8501-4510-3891 Trouble Shoot KM Gary Goldstandard Reports To Days since last activity 703-654-9875 Hour: 19:34 Home Account: 2001 Status: Closed Trouble Shoot Contact Owner 785-44-1234 Save Clear Options Date: 08/08/08 CC# 785 Work With Portal Mobile Incoming Call Details Session Clone Jane Automation Name Phone Call VoIP Notes Tools Delete OPEN DASHBOARD 678-527-5400 SSN View Credit Score MAIN785 FRAME Name Zip Edit OpenSpan Credit Card 2382-8501-4510-3891 IN Balance Phone File SERVICE CLOUD CONSOLE OS Acct. ID 2345-2001 Acct. ID Home Account Types State Automation SSN Home First Name Address SEARCH 2001 1101 Michigan Ave City Automation 2001 Customer Number Last Name SALESFORCE Street Jane TellerPro v1.0 CUSTOMER INFO Discover: N Account Activity #1 Use One Screen to Rule Them All • Create a customer 360 view that will tap into different systems that contain customer information from a single window! • Decrease costly and time-consuming training time for contact center agents • Create seasoned agents that can spend more time interacting with the customer and making sales – not navigating multiple systems and copying/pasting data Provide Access to Critical Customer Data • Provide agents with access to real-time data including accurate pricing and inventory availability to communicate to customer • Agents must be able to access multiple systems with limited navigation system to system • Present “Next Best Offer” guidance to the contact center agent to drive increased revenue and leverage cross-sell and up-sell opportunities #3 Contact: Jane Automation – Service Cloud Console SEARCH SERVICE CLOUD CONSOLE TellerPro v1.0 Home Client Details Customer Number 2001 Last Name Automation Search Checking Home First Name Jane Address 1101 Michigan Ave. City Logansport State IN Amount Edit Balance Name 46947 678-527-5400 SSN 785-44-1234 CTI Screen Pop Phone Call Email Phone Number Jane Options Date: 08/08/08 Trouble Shoot Contact Owner Trouble Shoot KM Gary Goldstandard Reports To Days since last activity 52 Notes I changed a note AccountID jane@openspan.com 011000315WYZ Interaction Log Last Name Automation Account Number 2001 Answer Session Work With Portal 785-44-1234 First Name Tools Clone 703-654-9875 Mobile Incoming Call Details Save Clear View Delete Jane Automation Name VoIP Notes MAINFRAME – XTRA Xtreme Edit Credit Score 785 Name Zip File OpenSpan Jane Automation Description Phone #2 Jane Automation Credit Card 2382-8501-4510-3891 Account Types Hangup Help Name Jane Automation Related To Notes Subject Next Call OpenSpan Real-World Scenerios Hour: 19:34 Home Account Detail Account: 2001 Status: Closed Credit Cards: Type: Comments Merchant ID: 2382-001 Visa/MC: Y Discover: N Account Activity Provide Holiday Worker Incentives for Millennial, Seasonal Employees Drive holiday sales and help agents meet sales quotas as well as increase upsell and cross-sell metrics for incentive pay by using “gamification”—gaming techniques used in the workplace to achieve levels of performance and engage the millennial generation With these key tips the hectic holiday season can become simple and streamlined. Consistent, high level customer service can be achieved even with temporary holiday hires. Give your seasonal workers the information and tools to discover a Better Way to Work. www.openspan.com v1013 Follow us online

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