Breaking the Ice Episode #8: When the Queue Goes Wild


If you’ve worked in a contact center, you know the feeling. The customer service queue has gone crazy and there aren’t enough available reps to keep up. Regardless of your position, agent or manager, this is stressful. Having been through this a time or two, we have some advice for you. Check out our latest episode to learn more. Also, learn about the weird foods we’ve eaten.

Icebreaker: What is the most unusual thing you’ve ever eaten?

Customer Service Question: How do you deal with lots of customers waiting in queue?

We’d LOVE to hear your comments and answers to these questions in the comments below.

Jeremy Watkin is the Head of Quality at FCR, the most respected outsource provider. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on the Customer Service Life. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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