All CSI clients have call centers that close for holidays and/or emergency purposes. Holidays represent a specific challenge for IVR and Call Center integrations because every call center closes for different holidays – sometimes, not deciding until the day before.
CSI has added functionality to its IVR Solutions Manager that lets call center managers log-in and, in real-time, dynamically update the call center hours for each call center(s) that services each of their IVRs. Further, a “Forced Open” or “Forced Close” is available for emergency or non-holiday closures or support hours. The combination of these two features allows the Call Center Manger to better manage the end-to-end customer experience.
Filed under: Contact Automation, Contact Centers, Continuous Improvement | Tagged: contact center
