Coping with Peak Season Holiday Spikes in the Contact Center

ElasticComputeFarm / Pixabay Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. In 2018, that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte, which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead to …

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