{"id":50177,"date":"2021-12-06T15:26:06","date_gmt":"2021-12-06T23:26:06","guid":{"rendered":"\/us\/en\/blog\/?p=50177"},"modified":"2024-08-27T00:32:45","modified_gmt":"2024-08-27T07:32:45","slug":"tips-for-handling-volume-spikes-in-your-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/tips-for-handling-volume-spikes-in-your-contact-center\/","title":{"rendered":"7 tips for handling volume spikes in your contact center this holiday season"},"content":{"rendered":"<p><strong>Highlights<\/strong>:<\/p>\n<ul>\n<li aria-level=\"1\">Call volumes can rise unexpectedly, but the right strategies help you handle them<\/li>\n<li aria-level=\"1\">Cloud-based contact center software gives you the tools you need to support agents and customers<\/li>\n<li aria-level=\"1\">The right contact center software has omnichannel flexibility and robust self-service options<\/li>\n<\/ul>\n<hr \/>\n<p>&nbsp;<\/p>\n<p>There are times of the year where you expect high call volumes, especially during the holiday season. Yet, what happens when you see an unexpected spike in call volumes? How can your contact center manage it effectively?<\/p>\n<p>We\u2019ve compiled a list of the top tips for handling unexpected volume spikes in your contact center to maintain an excellent agent and customer experience.<\/p>\n<h2>What are some causes of unexpected high call volumes?<\/h2>\n<p>There are a number of reasons why a contact center\u2019s call volumes would spike unexpectedly. Sometimes, the causes are external (<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/9-benefits-of-moving-your-contact-center-to-the-cloud\/\">a manmade or natural disaster<\/a> such as the global pandemic can lead to canceled flights and hotel reservation, for example). Other times, customers reach out to the contact center in record numbers in response to something the company did (such as an outage or a technical glitch).<\/p>\n<h2>How can your contact center cope with high call volumes?<\/h2>\n<p>If something happens that leads to high call volumes, here are seven ways your contact center can cope:<\/p>\n<ul>\n<li aria-level=\"1\">Use the right contact center software with omnichannel flexibility<\/li>\n<li aria-level=\"1\">Scale up operations by adding more seats<\/li>\n<li aria-level=\"1\">Schedule your agents effectively<\/li>\n<li aria-level=\"1\">Empower your agents to get help when they need it<\/li>\n<li aria-level=\"1\">Put a call deflection strategy in place<\/li>\n<li aria-level=\"1\">Make sure you offer robust self-service options<\/li>\n<li aria-level=\"1\">Offer live chat<\/li>\n<\/ul>\n<h3>Use the right contact center software with omnichannel flexibility<\/h3>\n<p>Three decades ago, there was only one way to reach a company \u2013 through its <a href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a>. Over the years, email became another channel with which customers could connect with a brand.<\/p>\n<p>Today, there are multiple channels \u2013 social media, text, video conference, and telephony. Your contact center should offer multiple channels to meet customers\u2019 needs (and also to relieve pressure on the telephone channel).<\/p>\n<hr \/>\n<p>\ud83d\udc69\u200d\ud83d\udcbc<b> <\/b>\ud83d\udcab <b>Teamwork makes the dream work\u00a0<\/b>\ud83d\udcab \ud83d\udc68\u200d\ud83d\udcbc<\/p>\n<p>The key to building a customer-centric team: Enterprise edition eBook<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/building-a-customer-centric-team.pdf\" data-id=\"6a08fb46dc50e\" id=\"6a08fb46dc50e\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a08fb46dc50e.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a08fb46dc50e.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<h3>What is omnichannel flexibility?<\/h3>\n<p>\u201c<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/what-is-an-omnichannel-cloud-contact-center\/\">Omnichannel flexibility<\/a>\u201d means that a customer can switch seamlessly between channels during the same interaction.<\/p>\n<p>For example, someone could call a contact center and then switch to live chat without any information being lost.<\/p>\n<h3>Scale up operations by adding more seats<\/h3>\n<p>This goes back to having the right contact center software. <a href=\"https:\/\/www.ringcentral.com\/cloud-contact-center.html\">Cloud-based contact center<\/a> software makes it easy and quick to scale up your operations.<\/p>\n<p>With cloud-based contact centers leading the way due to their ease of agent onboarding and flexibility, you don\u2019t need a <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/8-ways-remote-contact-centers-benefit-your-customers\/\">physical contact<\/a> center anymore to add more seats. Agents can work remotely to handle the increased call volumes.<\/p>\n<h3>Schedule your agents effectively<\/h3>\n<p>You might feel as though your rising call volumes are a tidal wave coming out of nowhere to crash over you all at once. However, by paying attention to analytics, you can see patterns as to when the highest call volumes occur.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-50178\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/customer-representatives.jpeg\" alt=\"customer representatives\" width=\"512\" height=\"341\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Some cloud-based contact center software gives you insights into the best time to<\/span> <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-scheduling-challenges\/\"><span style=\"font-weight: 400;\">schedule your agents<\/span><\/a><span style=\"font-weight: 400;\"> for optimal <\/span>coverage. Look for a solution that includes workforce management and optimization capabilities. You might notice that the highest call volumes come in the evenings between 8 to 10 pm, for example.<\/p>\n<p>Furthermore, analytics also tell you what issues callers need addressed. Maybe most of the callers are reaching out about returns. That means that you need to schedule agents with experience dealing with returns in the evenings.<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h3>Empower your agents to get help when they need it<\/h3>\n<p>In traditional call centers, agents sat in a silo. They couldn\u2019t reach out to their colleagues in other departments when a question came up they couldn\u2019t handle. Agents and customers became frustrated at the situation.<\/p>\n<p>Cloud-based contact center software features an internal directory with a presence indicator, so <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/building-a-collaborative-culture-for-your-contact-center\/\">agents can connect with colleagues in other departments<\/a> who can either better answer questions or take action to help customers.<\/p>\n<p>Moreover, cloud-based contact centers can also support a <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ensure-business-continuity-with-a-knowledge-base-in-the-cloud\/\">knowledge base<\/a>, so agents have access at their fingertips to information that helps them better do their jobs.<\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/05\/payer-members.jpeg\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\">Next-Gen Cloud Contact Center for dummies<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-811870002\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-811870002\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 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0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/netstorage.ringcentral.com\/documents\/next-gen-cloud-contact-centers.pdf\" class=\"view-all view-all-white \" data-dl-name=\"Get the eBook now\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Get the eBook now<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-811870002\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-811870002\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h3>Put a call deflection strategy in place<\/h3>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/call-deflection-digital-customer-service\/\">Call deflection<\/a> is a technique to transfer incoming calls to another channel, such as live chat or self-service options on the website. When a customer calls a brand, they\u2019ll hear an automated message asking if they\u2019d like to stay on the line or switch to another (faster) channel.<\/p>\n<h3>A word about call deflection<\/h3>\n<p>There\u2019s some misunderstanding about what call deflection really is. It\u2019s not a strategy to avoid calls completely (although that can be an unintentional side effect).<\/p>\n<p>Also, call forwarding is not call deflection. Call deflection shifts callers to another channel, while call forwarding simply switches them to a different extension.<\/p>\n<h3>Make sure you offer robust self-service options<\/h3>\n<p>If you want to reduce high call volumes and deflect them to other channels, you must ensure those other channels offer <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/exploring-the-customer-centric-contact-center\/\">an excellent customer experience<\/a>.<\/p>\n<p>Chatbots and virtual agents should offer helpful answers to customers, and your knowledge base should contain the information customers seek. Your <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/improving-customer-experience-with-the-right-ivr-strategy\/\">IVR menu<\/a> should be integrated with business applications so customers can perform simple actions on their own (like paying bills).<\/p>\n<h3>Offer live chat<\/h3>\n<p>When done well, live chat can actually <a href=\"https:\/\/techjury.net\/blog\/live-chat-statistics\/\">improve the customer experience<\/a>. When agents respond quickly and have the right answers for customers, customers are happy.<\/p>\n<p>To do live chat well, train agents to handle this type of interaction. Success with live chat relies on some of the same factors as other channels: agents need access to resources such as internal experts and a knowledge base.<\/p>\n<p>Built-in analytics in cloud <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> software give you insight into live chat performance, so you can tweak your tactics if necessary.<\/p>\n<h2>RingCentral\u2019s omnichannel cloud contact center software helps you handle high call volumes<\/h2>\n<p>RingCentral\u2019s omnichannel cloud contact center software offers contact centers the tools they need to handle multiple channels, self-service options, and live chat, no matter what volume of calls occur at any given time. To learn more and see how it all works, <a href=\"https:\/\/www.ringcentral.com\/view_demo.html\">get a demo<\/a>.<\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tRingCentral\u2019s omnichannel cloud contact center software helps you handle high call volumes\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tRingCentral\u2019s omnichannel cloud contact center software offers contact centers the tools they need to handle multiple channels, self-service options, and live chat, no matter what volume of calls occur at any given time. \t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/www.ringcentral.com\/view_demo.html', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Get a Demo<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Call volumes can rise unexpectedly, but the right strategies help you handle them Cloud-based contact center software gives you the tools you need to support agents and customers The right contact center software has omnichannel flexibility and robust self-service options &nbsp; There are times of the year where you expect high call volumes, especially &#8230;<\/p>\n","protected":false},"author":29,"featured_media":50192,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-50177","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>7 tips for handling volume spikes in your contact center this holiday season | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Discover seven ways to handle call volumes spiking at your call center, starting with the right contact center software.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/tips-for-handling-volume-spikes-in-your-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"7 tips for handling volume spikes in your contact center this holiday season\" \/>\n<meta property=\"og:description\" content=\"Discover seven ways to handle call volumes spiking at your call center, starting with the right contact center software.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/tips-for-handling-volume-spikes-in-your-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2021-12-06T23:26:06+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-27T07:32:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/GettyImages-1304057203.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/tips-for-handling-volume-spikes-in-your-contact-center\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/tips-for-handling-volume-spikes-in-your-contact-center\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"7 tips for handling volume spikes in your contact center this holiday season\",\"datePublished\":\"2021-12-06T23:26:06+00:00\",\"dateModified\":\"2024-08-27T07:32:45+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/tips-for-handling-volume-spikes-in-your-contact-center\/\"},\"wordCount\":1162,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/tips-for-handling-volume-spikes-in-your-contact-center\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/GettyImages-1304057203.jpg\",\"articleSection\":[\"Customer &amp; 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