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Session 502: Search and Destroy: Controlling Causes of Crazy Queues

Andrew Gilliam  (Senior Consultant, Contact Center and Customer Experience, Avtex Solutions)

Date: Thursday, September 9

Time: 1:30pm - 2:30pm

Pass Type: Live All Access Pass, Live Deluxe Pass, Live Standard Pass - Get your pass now!

Track: Maximize Productivity and Operations

Session Type: Session

Vault Recording: TBD

Please continue to hold. These four simple words bring frustration to customers and contact center managers the world over. We all want to be available to our customers, when, where, and how they need us, but many find it much easier said than done. Contact center demand skyrocketed in early 2020, and for many organizations, it hasn't slowed down. Keeping our nose to the grindstone isn't sustainable, and it's already taken a toll on our agents' well-being. We must work differently, not harder, to control our crazy queues. There's no quick fix, but this session will help you identify and eliminate inefficiencies, prioritize your efforts, and get your queues under control, once and for all.