During peak times, call centers often struggle to maintain both empathy and efficiency. To strike this balance, try these strategies:

• Implement call-back options: Allow customers to receive a call back rather than waiting on hold, which can improve their experience and reduce wait times.

• Use clear scripting: Provide agents with scripts that emphasize empathy while efficiently addressing common issues.

• Prioritize training: Regularly train agents on both emotional intelligence and time management to ensure they can handle calls effectively.

What methods have you found useful in managing call center peak times?