Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can be a hair-raising and difficult experience to handle.
When it comes to holidays some things don’t change, like presents under the tree, turkey at Thanksgiving, and even customers’ expectations of service. A difficult shopping experience during the holidays can deter them from coming back and leave businesses with less than favorable reviews, and the resulting impact can be felt all year round.
