Using digital technologies to manage contact center seasonal peaks

As more and more consumers are shopping online, the ecommerce companies are launching various campaigns to attract buyers. As a result, managing retail seasonality and handling surge in customer queries becomes even more challenging. IGT has mastered the art of handling seasonal peaks by catering to demand fluctuations in the Ecommerce and Airline industries for more than two decades.

With integration of digital technologies and contact centers delivery models, IGT is able to focus on providing superior customer experience. Using right mix of conversational bots, back office automation and analytics, IGT’s MCCS solution can help ecommerce companies in handling daily, weekly and monthly contact center volume surge.

Key Features of MCCS:

  • Work at Home Delivery
    Provides flexible home agents to quickly ramp up and down delivery scale
  • Multiskilled Talent Allocation
    Utilization of skilled resources across various programs
  • High Volume Talent Acquisition
    Using digital technologies to assess and hire high volume talent for quicker onboarding.
  • Customer Experience Training School
    Development of Customer Experience trained talent in-house

IGT BPM Services And Solutions

IGT provides front office and back office BPM services through its Global Delivery Model from 15 locations worldwide and support in over 20 languages.
Languages Supported

English | Cantonese | Japanese | Mandarin | Korean | French | German | Arabic | Ukrainian | Spanish | Russian | Czech | Danish | Polish | Brazilian Portuguese | Dutch | Norwegian | Tagalog | Ind-Bahasa | Thai | Malay | Indian Regional | Nepali

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