About the Webinar

Call volume impacts agent workload, staffing requirements and expenses, but more importantly, how you manage these inevitable spikes can make or break your customer experience.

Join Hyatt’s AVP of Global Performance & Planning and AVOXI’s SVP of Operations to learn how to set your teams and technology up for success before the next call volume spike. 

In this webinar, you’ll learn:

• How to prepare for the inevitable challenges that happen- even with the best planning- so you can avoid ‘panic mode’.

• Why analyzing your historical customer behavior data is key to prioritizing the right KPIs and meeting SLAs.

• How to improve customer satisfaction and reduce employee burnout with strategies learned the hard way- so you don’t have to.

• How to create agility by pairing strategy with the right technology. 

• The latest global trends expected to affect call volume.