Just read this Forrest Contact article on overflow support for contact centres and it clicked with how we’ve been using Monday CRM. The post talks about how overflow doesn’t have to mean chaos or missed opportunities, especially when it’s tied into your CRM.
We recently set up some light automation in Monday to flag high-volume periods and pass overflow leads to support staff with customer info already pulled in. Way smoother than handing them cold calls. What Forrest says about giving agents context (via CRM integration) really makes a difference in keeping the experience consistent and personal.
If you’re already managing pipelines or customer tickets through Monday CRM, it’s worth thinking about how overflow fits into the journey. The article gave me some good ideas.
Sharing it here in case it helps someone else: