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Case Study: Revolutionizing Call Flow Automation for Non-IOU Utilities with VAST Flow Builder

Case Study: Revolutionizing Call Flow Automation for Non-IOU Utilities with VAST Flow Builder

Calling
IT Integration
Business Solutions
Case Study: Revolutionizing Call Flow Automation for Non-IOU Utilities with VAST Flow BuilderEfficient and adaptable call flow automation is paramount in the evolving utility sector. As non-IOU utilities face increasing regulatory demands and pressure to enhance service reliability, leveraging cutting-edge technology becomes essential. Enter the VAST Flow Builder—a revolutionary tool to simplify and streamline complex telecommunication processes, empowering utilities to maintain a competitive edge. Learn More
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

IT Integration
Messaging
10DLC
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys SolutionsFor major East Coast IOU (Investor-Owned Utility) utilities, communicating quickly and effectively during weather emergencies and peak load events is critical. With the growing frequency of extreme weather conditions and increasing energy demands, utilities must have robust communication systems to keep customers informed and maintain grid stability. Voxtelesys offers a suite of solutions, including VoxVoice VoXML, VoxSMS, and Voice 10DLC SMS/MMS Email, designed to deliver large-scale, reliable communication when needed most. Learn More
Integrating Teams Direct Routing/3CX with VAST Flow Builder – Powering Callflow Automation

Integrating Teams Direct Routing/3CX with VAST Flow Builder – Powering Callflow Automation

Calling
Teams
IT Integration
Integrating Teams Direct Routing/3CX with VAST Flow Builder – Powering Callflow AutomationIn today's complicated business landscape, seamless communication and efficient callflow automation are crucial for maintaining a competitive edge. As organizations increasingly rely on powerful communication platforms like Microsoft Teams Direct Routing and 3CX, integrating these solutions with cutting-edge tools like VAST Flow Builder can significantly enhance operational efficiency and customer experience. Learn More

Popular Blogs

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
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

IT Integration
Messaging
10DLC
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys SolutionsFor major East Coast IOU (Investor-Owned Utility) utilities, communicating quickly and effectively during weather emergencies and peak load events is critical. With the growing frequency of extreme weather conditions and increasing energy demands, utilities must have robust communication systems to keep customers informed and maintain grid stability. Voxtelesys offers a suite of solutions, including VoxVoice VoXML, VoxSMS, and Voice 10DLC SMS/MMS Email, designed to deliver large-scale, reliable communication when needed most. 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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