Even simple requests add to queues, lengthening wait times and leaving customers dissatisfied and staff overwhelmed. Busy seasons and additional business acquired increases requests, requiring adaptable hiring strategies with streamlined onboarding processes to avoid rushed hiring or abrupt layoffs.
Effective scaling requires a better understanding of the customer. Truly understanding requires some form of data and a method of capturing all concerns, analyzing trends, and providing relevant solutions. Not all businesses have the resources or skills to find or study these customer insights, let alone resolve them, but thankfully, outsourced customer experience partners are ready to help.