Surge capacity requires contact centers to quickly scale up their resources to meet seasonal peaks or an unexpected increase in demand.
Surge capacity should include scalable tech, trained agents, the ability to manage flexible schedules, and effective planning.
Mastering surge capacity leads to higher NPS scores, creates a fair process for agents, reduces costs, and improves reputation.
To improve surge capacity, contact centers must forecast, fortify their infrastructure, develop an on-demand training program, adopt an omnichannel strategy, and implement real-time monitoring. Smart contact centers use GigCX to accomplish these tasks.
