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.

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Jeremy Watkin is Director of Customer Experience and Support at NumberBarn. He has more than 19 years of experience as a customer service and contact center professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, product marketing, social media, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.

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