Interview: Customer Service Experts- In Depth Look on How Customer Service Leaders Manage Critical Events

Read the Interviews: Expert opinions on weathering the storm during high customer traffic, the biggest support related challenges, and advice from service and support veterans with over 20 years of experience. View the interviews now from Dave Hare, SVP of Customer Success; Garry Schultz, Customer Success Executive; and Bill Rose, Founder of the Service & Support Professionals Association (SSPA) and Bill Rose, Inc.  David Hare, is currently SVP Customer Success at OoYala. He has over 30 years of experience building, designing, and managing world-class service delivery organizations. Garry Schultz is a Customer Success Executive of 20+ years, focused in the international B2C and B2B software market. He has moved the bar forward with AVG Technologies, Blackberry, and Intuit.  Bill Rose has 40 years in the technology services industry, having held every position from field service rep to software support engineer to service management and finally service executive. He founded the Service & Support Professionals Association (SSPA), which is now Technology Services Industry Association (TSIA), and is the founder of Bill Rose, Inc. If you missed our last editions, you can still read How Stand Out Brand Weather the Storm During Critical Spikes in Customer Traffic, as well as the Infographic: Insider Metrics on how Virtual Assistants help manage customer traffic peaks.

Dave Hare, Senior Vice President of Customer Success at OoYala. Garry Schultz, Customer Success Executive with 20+ years of experience. Bill Rose, Service Executive, Founder of the Service & Support Professionals Association (SSPA) and Bill Rose, Inc.

Insider Metrics: Self-Service Traffic Spikes

View the infographic showing real metrics on the impact of customer contacts during outages, major holidays, and peaks in volume. See how Virtual Assistants help trusted brands across various industries increase First Contact Resolution (FCR), 24x7,  when humans are not available. 

In our last edition, we shared How Stand-out Brands Weather the Storm During Critical Spikes in Customer Traffic. You can still view this quick read here.

Stay tuned next week for advice from industry experts Bill Rose from Bill Rose, Inc. and David Hare, SVP of Customer Success, as both offer their own take on the biggest support related challenges, and recalling how each weathered the storm during critical events. 

How Stand-out Brands Weather the Storm during Critical Spikes in Customer Traffic

Photo Credit: business2community.com

What do the Pacquiao vs. Mayweather fight, back-to-school, severe weather and the holidays have in common? Urgency. And when there is a sense of panic or urgency, spikes in customer contact occur. Read how a leading brand weathered the storm during a major call center outage. Learn how the company was still able to manage over 500,000 customer conversations despite the 5 day power loss. 

Then, stay tuned in the coming weeks for our next edition to get: 

• Real metrics on the impact of customer contacts during outages, major holidays, and peaks in volume. 
• Advice from industry experts Bill Rose from Bill Rose, Inc. and David Hare, SVP of Customer Success, as both offer their own take on the biggest support related challenges, and recalling how each weathered the storm during critical events.  

Read now: How stand-out brands weather the storm during critical spikes in customer traffic