Consumers expect articulate customer reps—online and in person—well-versed in your products and services. This only escalates during the holidays. Thus call centers are pressed to perform at year-end. Here’s a laundry list of suggestions and some telling Q&As to help you determine what success looks like during peak season.
Kim Houlne turned an idea into an industry. As Working Solutions founder, she pioneered virtual contact center services across the U.S. Her company launched its home-based agent model in 1996. In 2014, industry analyst Ovum reaffirmed its position as a top-tier leader in the home-based customer service industry, with agents in all 50 states. Houlne held senior management positions in consulting and in financial and insurance industries at Mercer, Travelex, Mutual of Omaha and Blue Cross of Washington and Alaska.