Retail · 2025-09-30 · 5 min
Peak is a design problem
If your November plan starts in October, you are already late. Here is the playbook we run with retailers.
Peak hiring, WFM, knowledge freezes, returns policy, and bot containment have to be designed in Q2, drilled in Q3, and only executed in Q4.
We run a documented peak playbook: hiring curves, nest capacity, WFH flex, a knowledge freeze date, and a 'no new offer on the IVR after week two of November' rule that has saved more CSAT than any seasonal greeting.
Returns are the second peak. If the back office is not on the same war-room cadence as care, you will hit January with a warehouse of goodwill.