If there was ever a time when contact centers are busy, this is the time. With Christmas rapidly approaching, contact centers are functioning on overdrive, with calls pouring in and personnel operating at full speed.

The busiest contact center in the world, however, operates at an even faster pace.

It’s a contact center in the North Pole. And their team has a considerably different profile than we typically encounter.

So what can we learn from Santa’s customer service providers? Plenty!

These tiny folks – elves to be specific – are passionate and hardworking. They’re willing to work in a challenging environment with tight deadlines. They are great listeners because their clients are seeking to fulfill the wishes of the most important people in their lives – their children. And they’re empathetic, with special insights to make recommendations to parents who may be unsure exactly how to fulfill their children’s Christmas dreams.

Santa’s team has extraordinary stamina and must be willing to work long hours because the call volume is high and the phone rings 24/7.

Oh, and one more thing, Santa’s elves must able to keep secrets. No one can know what kind of gifts will be under the tree!

The contact center at Santa’s Workshop is, of course, an exception to the rule. There’s not another like it anywhere.

Your contact center, however, is likely subject to the same kinds of demands and holiday challenges.

High call volume, frantic shoppers, anxiety about shipping deadlines, and the frenzied pace of last-minute shopping – all place added strain on customer service providers.

This holiday season, take a moment to remember your diligent team, and remind them how much you appreciate their passion and hard work. They are, in many cases, your closest connection to your customers . . . and your recognition will certainly be welcome at this most challenging time of the year.

I wish you every success in the year to come and that your business experiences service levels that would make Santa and his team take notice.

Merry Christmas and best wishes for a happy and prosperous 2019.