Tip of the Day: SWAT Team
We all know that many inbound contact centers suffer from peaks in call traffic throughout the day; however managing them can be difficult. Some contact centers have developed SWAT teams who are made up of colleagues in other departments trained to a good standard who can take calls when it gets busy – we don’t mean just message takers as this can be frustrating to the caller. Take time to train the SWAT team to a good standard, chances are you will need their on-going support and they will help you manage your service standards! ContactCenterWorld.com
https://www.contactcenterworld.com/tips.aspx?id=877d5fd885884cbbad1...
Get tips like this every day - The Global Association for Contact Center & CX Best Practices www.contactcenterworld.com/join for FREE membership today!
We all know that many inbound contact centers suffer from peaks in call traffic throughout the day; however managing them can be difficult. Some contact centers have developed SWAT teams who are made up of colleagues in other departments trained to a good standard who can take calls when it gets busy – we don’t mean just message takers as this can be frustrating to the caller. Take time to train the SWAT team to a good standard, chances are you will need their on-going support and they will help you manage your service standards! ContactCenterWorld.com
https://www.contactcenterworld.com/tips.aspx?id=877d5fd885884cbbad1...
Get tips like this every day - The Global Association for Contact Center & CX Best Practices www.contactcenterworld.com/join for FREE membership today!
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