When a customer contact center suddenly experiences a massive influx of incoming calls, it’s called a contact spike. These spikes can be caused by various factors, such as consumer habits, product seasonality, or marketing and advertising campaigns that encourage people to call. For example, a call center might be overwhelmed with calls when a television commercial airs that includes a phone number to call.
It’s crucial for contact centers to anticipate these contact spikes in order to better organize themselves and reduce wait times and missed calls. By anticipating these fluctuations, centers can improve their efficiency and provide higher-quality customer service.
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