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Workforce Optimization in the Cloud

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Christmas in July? Start Preparing Now for Busy Holiday Calling Season

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Christmas in July gets bigger every year, as more retailers and companies take time out from another scorching summer to think about Santa and winter wonderlands. 

You might wish to consider a Christmas in July party at your call center. Have everyone wear their favorite reindeer sweater, serve some eggnog and sing a few holiday carols.

But here is one other way to mark the occasion that could pay significant dividends as the actual holiday gets closer – start planning now for the year-end rush. 

For many call centers, November and December are the busiest time of year. So July is a better time to be sure you are prepared to handle the oncoming tidal wave of customer orders, returns and questions. 

Too early? Perhaps. But the days have a way of going by faster than you might think – we can’t believe it’s July already! So why not start on your forecasting, which is easy to do with a workforce management solution. You can review the call patterns from last year’s holiday season, and those before, so you’ll know what to expect in the months ahead. Run simulations based on this data and review the results so they can be as fine-tuned as necessary. 

How is your agent stand-by list? It’s probably been more than six months since it has been updated. Start contacting those agents now to check their availability. Some might have other jobs and will not be available in a few months. And if you don’t have a stand-by list, start putting one together. 

How did the training sessions go on your holiday season hires last year? This is a good time to refine those efforts. If you’re handling this well, there’s a good chance that some of those temp agents are now engaged full-time with your call center. 

We don’t want to rush the season either – but some stores will be putting up their Christmas tree displays in less than two months. If they can get ready early, you can as well. 

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