Jun 15
How do you deliver world-class service when your support traffic doubles but your staffing doesn’t?
Customer Service Experience 1 Comment
Heavy support traffic
Support traffic can spike for any number of reasons: a less-than-perfect launch or an unexpected bug in a product is discovered, a new ad campaign takes off, or maybe a hot new product is released.
That’s what Chris Henderson, Senior Manager – Customer Service for IGN Network faced. IGN is an online entertainment community of Web sites all centered around the busy world of video games. And in Chris’ case, last September three of IGN’s most popular games all went live in the same month. Her challenge — how to help all these customers at once, without driving up wait times. Read more »
