Most contact centres are built for efficiency, finely balancing service delivery against ongoing costs.

Even for companies that provide consistent, high-quality service, unforeseen events can quickly wreck all of the good work that's been done.

When the unexpected strikes or customer demands suddenly change significantly, contact centres must adapt quickly. They need a set of tools that can help them maintain service quality with minimal effort and impact.

That's why agile businesses have levers ready to pull to keep their service delivery where it needs to be.

This eBook shows 5 ways to maintain customer service levels when unxpected events occur.