Contact Centers: Are You Ready for the Holiday Rush?

The holiday season means more purchases and, logically, more customer inquiries. Now is the time many of our contact center and BPO customers are hiring seasonal staff, doubling down on their training efforts, and ensuring systems, processes, and physical space are ready for the coming influx. If organizations are not prepared, they’ll fail to maximize the revenue opportunity during this short time and customer satisfaction ratings can take a hit.

Since this period can be critical to a company’s performance for the entire year, it is critical to be fully prepared for seasonal peaks. And, if IT is caught flat-footed, there may be a last-minute scramble to scale up and add capacity. Expediting these efforts can be costly and error-prone, not to mention the extra capacity might not be needed the rest of the year. Rather than dealing with seasonality changes as they occur, companies must develop strategies that focus on long term growth and replicable success.

Traditionally, the peak holiday season has been one of missed sales opportunities leading to seasonality pressure that resembles a post-holiday revenue hangover. Holiday sales and merchandise appear beginning as early as July or August. However, some companies face seasonality spikes other times of the year as well. Organizations that fare best in this holiday environment are those who choose to make the necessary strategic changes and enhancements to their technology capabilities. BPOs and in-house contact centers alike lean on experts like Dizzion for their Desktop as a Service (DaaS) needs to scale new agent desktops quickly during seasonal spikes. As a result, they can scale up and down without capital investments in new hardware, provisioning time, etc. Getting the right solutions in place at the right time is never more critical, or more expected, than the months leading up to the hectic holiday rush.

Dizzion’s fully managed solution is able to accommodate this seasonal/cyclical nature of your business by quickly adding additional desktops on little notice. Dizzion ensures there is available capacity on the backend infrastructure, and makes the large capital investments when needed, so you can always add more capacity, within a predictable cost model, and preserve your cash on hand. As new employees are brought on board, new desktops are quickly provisioned from copies of a master golden image to rapidly scale. As another example, if a user has an issue with their desktop, this enables the ability to quickly redeploy the desktop for that user with all the correct configurations (drivers, dependencies, etc.) and necessary applications (such as Microsoft Office) already installed. This reduces the chance of human error, and, furthermore, the new desktops inherit the security policy of the golden image, ensuring consistency both from a management and user perspective. This enables essential near-instant access to data and applications, more user productivity, and quicker time to revenue.

Having the ability to scale new agent desktops quickly during seasonal spikes allows Dizzion customers to meet and prosper from the demands of seasonal spikes while circumnavigating the uncertainties that arise with each peak season. What seasonality and scalability does your organization deal with throughout the year? Contact the Dizzion team at sales@dizzion.com to discuss your requirements for seasonal agents and staff. We can help you be fully prepared for seasonal peaks, and be well positioned to enjoy seasonality success.

Want to learn more?

Watch our Webinar: Scale or Fail – Leveraging Cloud Delivered Desktops to Grow Your Contact Center Rapidly.