Your Contact Centre is being relentlessly driven to improve agent efficiency. You’ve implemented a top-of-the-line workforce management solution but there are still times when, for no apparent reason, inbound call volumes build and you’re faced with impacting fragile customer satisfaction by asking callers to hold for the next available agent. To add to your anxiety, those inbound calls your agents answer all seem to involve enquiries which exceed your Average Handle Time. It’s the perfect storm – what do you do?