For years, the day after Thanksgiving has been the bane of contact center staffing and networking engineers. And now, an interesting new twist has emerged: Cyber Monday – the Monday after Thanksgiving.

With many economic forecasters using a mall parking lot "flyover" analysis to gauge consumer activity, the logical is replacing the physical. With long lines and $3.00 per gallon gasoline prices looming, consumers may have reached a tipping point where online activity is outpacing trips to the local malls and outlet stores.

The term "Cyber Monday” was coined in 2005 when a national online marketer noticed a spike in sales traffic on numerous retailers who did business over the web.

Not all are convinced, however, that the reality of "Cyber Monday" is real. An article found at:
http://www.businessweek.com/bwdaily/dnflash/nov2005/nf20051129_9946_db016.htm indicates that there will be 11 other days during the calendar year that will outpace Cyber Monday. And interestingly enough, only 7% of all retail activity in North America occurs over the web, according to the Retail Federation.

The proof is in the pudding, so let me offer two arguments to the contrary…

One – I seriously doubt that many contact center engineering staffs have reduced inbound trunking due to Cyber Monday or any other online activity. Web activity actually tends to generate voice traffic because of follow up questions, requests, and returns that require the real "killer app" - a meaningful conversation between two human beings.

Two – As of December 3rd I have made 11 purchases for Christmas, and 100% of them have been over the web. Three of the eleven were on Cyber Monday. What about you? Have your buying habits changed in the last 24 months? We'd be interested to know!