How Call Centers Can Handle Spikes in Call Volume

When call center call volumes dramatically spike, how are you going to staff? This is an issue management faces, especially around the holidays. Trying to forecast is a great tactic but even the best of the best cannot always predict a change in business needs or events that lead customers to need additional assistance. Here are some ways to prepare yourself, whether you are a manager or team lead, if a call center scheduling crisis comes at you.