Customer Service Trends

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Deck the Halls: Coping with Peak Season Holiday Spikes in the Contact Center

by Susan Preiss in Customer Service Outsourcing, Customer Service Trends, Holiday Customer Service, Live Chat, Susan Preiss

Several years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Fast forward a few years, and that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte, which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead […]

 

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