Smart Call #62 – Christmas in the contact centre
June 11th, 2009This week’s Smart Call is brought to you by Verint, who ran seminars in Sydney and Melbourne this week entitled How to Survive (and even Thrive) During the Economic Downturn.
Verint’s Principal Global Solutions Consultant Bill Durr joins us with part two of his presentation to the event.
Our feature interview is with Toby Poulson, Chief Financial Officer of a company called Layby Services, which sells pre-paid Christmas hampers. The nature of that business means the load on its contact centre is very seasonal. The company has six full-time agents, but a 40-seat contact centre.
Close to Christmas, all those seats are filled. But for much of the year, those seats are empty. Toby explains how the company copes with these seasonal spikes in activity and reveals some interesting technology and human resources tricks!
