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Deck the Halls: Two Key Tactics to Preparing Your Contact Center for the Holiday Spikes

The National Retail Foundation is forecasting that Americans will spend $600 billion this holiday season. This annual mad rush to prepare the contact center for the holiday season inevitably presents a challenge for contact centers nationwide. Massive spikes in demand mean massive potential for interruption to customer service operations. Unquestionably, holiday madness can also impact team morale, agent stress, and absenteeism.

So how can contact centers overcome these challenges this holiday season?

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