Home

Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

About
Contact Us
Shipping Options

How to Survive Call Volume Spikes
by Pete McGarahan, softcover, 20 pages, $19.95

Quantity:

Overview

If you leverage people, process and tools in your quest to control call volume spikes, you and your support group will become proactive and no longer be playing the victim.  This book presents some hands-on ways that help desk and help desk managers can proactively control call volume.

Table of Contents

  1. Introduction
    • A short, sad tale
  2. Look at the causes
    • Planned causes
    • Time changes
    • Unplanned weather
  3. Map those peaks and valleys
  4. Automation vs. common sense
  5. Know your environment
  6. Manage the demand for your services
  7. Call-to-action plan rewards and post-mortem
  8. Staff to the peaks and valleys


The Resource Center for Customer Service Professionals
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 2012 Resource Center for Customer Service Professionals.  All rights reserved.
Last modified January 18, 2012