5 steps to ensure smooth holiday coverage
Before the holiday season begins, take a few minutes to review these key settings. A quick check now can help ensure customers reach the right people and your contact center continues to run smoothly.
1. Calendars and absence
Make sure vacations and other absences are registered and synchronized correctly with Zylinc. This gives both your colleagues and your reception or contact center an up-to-date view of availability, making it easier to route calls to the right person. After all, customers prefer to reach the right person directly.
2. Business hours and queues
If your business hours change during the holiday period, make sure to review your calendars, IVR menus, and queue setup. It’s also a good time to create or update holiday announcements, so customers listen to accurate information about opening hours and expected response times.
3. Staffing and queue members
Verify that the right employees are assigned to your queues during the holiday period and that staffing reflects the resources you have available. You may also want to adjust agent roles or enable secondary resources for selected queues. .
4. Failover and call forwarding
Review your failover configuration, including call forwarding rules and announcements, to ensure inquiries are handled correctly when specific employees or departments are unavailable.
5. Analytics and dashboards
Consider whether your current dashboards provide the insights you need during the holiday period. With the right analytics, you can monitor call volume, response times, and staffing levels in real time – and respond quickly if demand changes.
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If you would like to discuss your current setup and explore opportunities for improving your contact center, you are also welcome to book a no-obligation sparring session with one of our specialists. Call us or complete this form.
