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.

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.
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