Three strategies to reduce an unforeseen increase in case volume

Naturally, when talking about customer service productivity, focus shifts towards handling cases in the most efficient way possible. But on certain occasions, there are external factors that influence your inbound case (calls, emails, chats) volume which puts more pressure on your customer service team while being unable to quickly move to more efficiency in case handling. Examples of those situations can originate from internal factors like production issues, service interruptions but also from external factors such as crises in the market – take the current COVID-19 crisis as an example here. These situations are a cause for a higher volume of inbound cases while a solution might not be at hand (yet). In this blog, we’ll give you a couple of strategies to best deal with these situations.

>> Continue reading on the Nextview Blog