Gaming brands have unique needs and challenges when it comes to delivering customer support. There are multiple volume surges throughout the year when new games or devices launch, and a tech-savvy customer base expects to have quick self-service support options at their fingertips.

A volume surge is what first led a video gaming company to TTEC. After facing a sudden influx of customer inquiries, associates were struggling to keep up with a growing backlog and customer experience (CX) suffered as a result.