Maintaining Service Levels During Peak Hours: Expert Tips | Etech Quick Dose of CX 

In this episode, Michael Almazan, Senior Director of Operations at Etech, shares invaluable tips on maintaining service levels during peak hours.
Discover practical strategies to manage excessive call volumes during seasonality, product launches, and crisis situations. Learn about forecasting and scheduling best practices, flexible staffing models, and leveraging technology solutions to ensure seamless service.
🔍 Key Insights:
- Forecasting and scheduling using historical data and trends.
- Implementing flexible staffing models, such as split shifts.
- Leveraging technology resources like call-back solutions and self-service options.
Don't miss these essential tips for overcoming high call volume challenges!
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