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If you leverage people, process and tools in your quest to control call volume spikes, you and your support group will become proactive and no longer be playing the victim.  This book presents some hands-on ways that help desk and help desk managers can proactively control call volume.

Table of Contents

1. Introduction
   • A short, sad tale
2. Look at the causes
   • Planned causes
   • Time changes
   • Unplanned weather
3. Map those peaks and valleys
4. Automation vs. common sense
5. Know your environment
6. Manage the demand for your services
7. Call-to-action plan rewards and post-mortem
8. Staff to the peaks and valleys