Tommy John reposted this
How to Control Holiday Call Spikes Tommy John calls its support team the Comfort Concierge, built to help every caller find their perfect fit, not just close a ticket. Every fall, Senior Director of CX Max Wallace used to run the same projections and hope the phone lines would hold through the holidays. CX Manager Kara Randle knew the feeling too. "Around the holidays, we're ringing off the hook," she said. Since going live with Flip, WISMO automation alone absorbed roughly 20% of call volume immediately, and coverage has since grown to returns, exchanges, and account changes. Freed from routine calls, the Tommy John team finally had time for the proactive work they'd always wanted to prioritize, like NPS follow-ups and reviews. Agents now spend their time on the calls that actually need a person, and last Black Friday came and went without a single issue. Read more about the story below: