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How to Handle Unpredictable Spikes in Ticket Volume

Guest

James Baldwin, Director of User Success and Support at Change.org

Description

James Baldwin, Director of User Success and Support at Change.org, talks about how he handles unpredictable spikes in ticket volume. James has a ton of experience with this topic because Change.org’s ticket volume is largely tied to world events, which means he can’t always predict when spikes will happen, how big they’ll be, or how long they’ll last.

In this episode, James shares how he plans ahead for these spikes, what’s included in the plan, and how he keeps his team motivated and energized when ticket volume skyrockets.