Live Webinar
Beat the Rush: Get Your Contact Center Ready for Year-End Call Spikes
What to set up now, before December and Q1 hit
Tuesday, November 17
11:00 a.m. ET
Register
Year-end and Q1 call spikes are predictable. Healthcare teams face open enrollment, financial services teams face year-end and tax season, and field service teams face the first hard freeze. The reasons differ, but the result is the same: the phones get a lot busier between December and March. The teams that handle it well decide what happens at each tipping point before the queue backs up. This session covers the four setups that matter most: overflow routing, callbacks, after-hours coverage, and staffing. You’ll leave knowing what to put in place before the rush starts.
Bonus for registrants: Everyone who registers receives our printable 20-item Surge Ready checklist to take back to their team.
Key takeaways
- How to set an overflow trigger and a backup group, and how to test them before the rush
- When to offer callbacks and how to make sure every one gets returned
- How to cover after-hours and holiday calls so urgent ones don’t sit in voicemail
- Which real-time metrics to watch so you can move staff before wait times climb
Speakers
Jon Florence | SVP of Product & Business Development
 Jon has been with Xima Software for the past 15 years and has spent his 20-year career in the telecom space. Prior to Xima Software, he served as a Sales Engineer designing different telecom and contact center solutions for various platforms. He received his Undergraduate Degree from the University of Utah in 2008 and then went on and received his Masters of Business Administration (MBA) in 2014.
If you have any questions prior to the event, reach out to us any way you like!
+888.944.XIMA
+801.930.1800
Sales@ximasoftware.com
XimaSoftware.com
