Dealing with demand: what makes or breaks your customer service team?

In business, putting the customer first is invaluable. A positive customer experience markets your brand better than anything else and is essential for a good reputation. For many companies the customer service team are the most important members of the business. They are the first and, often, only interface with the customer. A conversation between customer service advisor and a customer can result in the difference between a life-long customer and a lost opportunity. But how do you achieve a consistent and positive customer experience when your business is under the increased strain of high call volumes?

Unforeseen spikes are inevitable, but problems need not be.