Black Friday is Over—How Did Your Contact Center Stack Up?


The U.S. economy saw two records smashed over the Thanksgiving weekend, with both Black Friday and Cyber Monday spending reaching new heights this year. Black Friday online earnings hit a never before seen $5.03 billion, while Cyber Monday earnings hit a staggering $6.59 billion.

Following what may have been the busiest day on record for many businesses, let’s take a few moments to find out how your contact center performed now that the dust has settled. Below are several questions that you should be asking yourself and your team to make a better determination about whether your team rose to the occasion, or if they were still sleeping off their Thanksgiving dinners this year.

Were staffing levels managed appropriately?

It is days like Black Friday and Cyber Monday that seamless scalability was made for. How did your business prepare? Did you have a plan in place ahead of time, or were you left struggling to keep up with the torrid demand?

Was outreach in line with your expectations for each channel?

Mobile shoppers drove earnings this year, so it’s likely that outreach across digital channels was higher than usual. Did you have people in place to cover each channel, or do you have intuitive software in place to autonomously direct customers back to live agents?

How are your agents feeling?

For disengaged and already exhausted agents, days like Black Friday and Cyber Monday can be the straw that breaks the camel’s back. Keeping in touch with your agents to make sure they’re engaged, happy and eager to put forth their best effort is critical in a role in which they’re so closely tied to your customers. Talk to your agents and find out what they think can be done better, or find out what worked well. They’re your eyes and ears on the ground, and they may know best.

What did you learn about your customers?

Every interaction with a customer isn’t just about the inquiry at hand. It’s a chance to get to know them better. What do they expect? What will encourage them to become a lifelong brand loyalist? What about their customer journey has been unsatisfactory. You should be leveraging this data to hone your strategy for next year.

The holiday shopping season is in many ways a litmus test for all businesses. Of course, whether you performed well or your team has improvements to make, consider it a teachable moment and prepare yourself for next year by checking out the type of emerging contact center software that can help your team keep growing.