Digging out of backlog without impacting Service Level
Looking for creative ways to address a queue/case backlog issue without impacting service level. My call center is more tech support than a typical call center. Calls can get very complex so that they do take a lot of research and queues can build very fast, especially at that the end of the month, which in my industry is a very busy time frame. Aside from hiring more staff, which we have already done, an outside-the-box ideas to keep agent queues in check?