Cost Scenarios: Seasonal Peaks and Outsourcing Options for Retail and Utilities
Key Takeaways Article at a Glance Retail and utility leaders rarely get to choose when demand rises. Holiday promotions, delivery delays, billing cycles, rate changes, weather events, and outages bring contact spikes on their own timetable. By the time queues lengthen and supervisors begin reshuffling schedules, the available choices tend to be expensive: authorize overtime, […]