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Celebrating a Year of Success: 3CX v20 Upgrades with Voxtelesys

Celebrating a Year of Success: 3CX v20 Upgrades with Voxtelesys

3CX
Business Solutions
Call Center
Celebrating a Year of Success: 3CX v20 Upgrades with Voxtelesys2024 has been an incredible year for 3CX upgrades, and we’re proud to announce a milestone worth celebrating! Over the past 12 months, our team at Voxtelesys has completed or assisted in over 1,000 upgrades to 3CX Version 20. Of these, more than 700 upgrades took place within our hosted environments, ensuring our clients enjoy a seamless transition with optimized performance and management capabilities. Learn More
A Year of Success at Voxtelesys: Milestones and Achievements

A Year of Success at Voxtelesys: Milestones and Achievements

Call Center
Business Solutions
A Year of Success at Voxtelesys: Milestones and AchievementsAt Voxtelesys, 2024 has been a year of expansion, connection, and milestones. From attending industry-leading conferences to growing our network and hosting our first training event, we’ve made significant strides in advancing our capabilities and strengthening our relationships with partners and clients alike. Here’s a look back at some of the highlights. Learn More
2024: A Year of Growth & Excellence for the Voxtelesys Support Team

2024: A Year of Growth & Excellence for the Voxtelesys Support Team

Support
Business Solutions
3CX
2024: A Year of Growth & Excellence for the Voxtelesys Support TeamAt Voxtelesys, we pride ourselves on delivering unmatched support to our customers. In 2024, we took bold steps to enhance our support team, ensuring that our clients receive the expertise and assistance they need when they need it. With a focus on growth, certification, and strategic restructuring, our team is now better equipped than ever to deliver exceptional service. Learn More

Popular Blogs

2024: A Year of Growth & Excellence for the Voxtelesys Support Team

2024: A Year of Growth & Excellence for the Voxtelesys Support Team

Support
Business Solutions
3CX
2024: A Year of Growth & Excellence for the Voxtelesys Support TeamAt Voxtelesys, we pride ourselves on delivering unmatched support to our customers. In 2024, we took bold steps to enhance our support team, ensuring that our clients receive the expertise and assistance they need when they need it. With a focus on growth, certification, and strategic restructuring, our team is now better equipped than ever to deliver exceptional service. Learn More
3CX Version 20

3CX Version 20

Call Center
SMB
PBX
3CX Version 20Take advantage of our offer: No setup fees will be charged for upgrading to 3CX V20 with Hosting by Voxtelesys until March 2024! - 2 Core, 2 GB All 3CX's hosted by Voxtelesys come standard with a minimum of 2vCore and 4GB's of memory, so no worries here. - Sufficient Disk Space needed. Ensure a minimum of 5 GB of free disk space - The source list must remain unaltered for a successful upgrade; any modifications will result in failure Remove any additional source lists. If you are utilizing Microsoft Azure, verify by checking "cat /etc/apt/sources.list.d/microsoft-prod.list." Learn More
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration

3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration

3CX
911
Calling
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration3CX is leading the telecommunications industry with its new release, v20, which features an innovative integration of Dynamic E911. The main change in this update is that 3CX has decided to use geo-routing headers. This move simplifies the process and enhances the reliability and efficiency of emergency call routing. Learn More
Home / Learning Hub / Blogs / Black Friday Signals the Next WaveFAQs
Black Friday Signals the Next Wave
Call Center
Customer Experience
Business Solutions

Seasonal Customer Experience

The holidays are stressful. Budgets are tight, demands on time are coming from every direction, and Cousin Eddie just parked his RV in front of your house for the next month. Customers are stuffing their turkeys while looking out the window and realizing they still haven’t taken down their Halloween decorations. While the news may focus on Black Friday as the biggest retail day of the year, contact center managers know the holiday rush has already begun. And it doesn’t end on January 2nd. Thanksgiving through New Year’s Day is a constant rush of calls for shopping, shipping, returns, services, travel, hotels, and more. Black Friday is the flare that goes up that lets the rest of the world know what call centers already know: customers need support. That means that call centers must prepare for seasonal customer experience.

Whether your call center specializes in retail sales, streaming services support, airline reservations, or shipping customer service, from the week before Thanksgiving through January, customers’ stress levels can be as high as the call volume. Here are five ideas to help reduce holiday stress for your customers, your agents, and even you.



Look Back to Look Forward

The best way to prepare for the future is to understand the past. Use the data from the previous year(s) to prepare for this year. Looking at the call volume from hour to hour and day to day, the time customers spend on hold, and the length of individual calls will give a very detailed picture of last year’s holiday rush. You can use this data to staff appropriately, set call routing rules, and increase agent efficiency. This critical data will help you prepare for each of the next ideas we propose.



Prepare Your IVR

Think of your IVR as the greeter at a store. It’s the first interaction a customer will have, and it’s important to make a good first impression. Look at your call data from last year’s seasonal rush. When was the call volume the heaviest? What were the most common customer needs or actions? Prepare a seasonal IVR greeting and prioritize the options your customers are seeking. Try to anticipate the commonly asked questions and simple self-service tasks that can be resolved without involving an agent. You should be proud of your IVR, but you want your customers to be able to spend as little time with it as possible if they’re looking for human contact.



Route Calls to the Best Agent

Your customers want their problems solved quickly, their questions answered correctly, and their needs met happily. Getting their call answered by the agent that will best fill these needs will not only keep your call queues shorter but will keep your customers happier. Set your call routing rules so the technical support calls go to agents with technical knowledge and ensure calls at 8 in the morning in New York get routed directly to the Atlanta call center and not San Diego, which won’t open for another two hours. Check out the many different types of routing rules for what works best for your holiday rush.



Flip the Script on Seasonal Customer Experience

There is no doubt that the way your agents present themselves to customers, and the words they use, are important. Nothing is more valuable than a well-trained agent. However, being too reliant on a script can lead to a very palpable change in customer attitude. Customers can tell when they are being triaged. If an agent doesn’t have the flexibility and trust to go off script, the well-prepared statements of even your best agent can make a customer feel unheard – or worse, unimportant. This is especially true in times of high stress like the holidays. Agents who know the message, are trained to stay on message, but given the freedom to speak naturally, can provide a feeling of comfort and understanding to a customer. A customer who feels heard and understood will be a repeat customer.



Take Care of Your Agents

If your customers are stressed, then your agents are stressed, and then you’re stressed. Help reduce that stress for your agents by clearing their schedule of mundane tasks during these high-volume periods. Are there tasks that can be automated, so agents can focus on customers and not reports or form fields? Look into the automated functions of your CRM and call center software. Many tasks can be done automatically by setting rules in your software.

More importantly, provide an environment that keeps moods and attitudes high and positive. Decorations are nice, but an investment in small gestures of appreciation goes a long way. A tray of cookies in the breakroom or free soft drinks on heavy volume days can help agents feel appreciated and understood. A talented, relaxed, and happy agent is your best tool for excellent seasonal customer experience.

Contact us to learn more about how we can help you prepare for the next spike and improve your call center’s seasonal customer experience. We can help with amazing SIP service, intelligent call routing and much more. We might even be able to recommend a great bakery in your area.


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