Struggling to manage high call volumes in customer service?

Customer service unit is known for its many engagements and activities... Hence, it is important things are set in order to meet high demands from customers. To achieve this, we need to leverage some of our works on the usage of technology like CRM tools, chatbox, section for Q&A on our website where customers can easily navigate and get quick response to enquiry that would have brought them physically. This will reduce the pressure and load of works on team members. Also, ability to prioritize work requires training and skills. Hence, staff must be adequately train on time management, feedback policy and quality service. More importantly is the ability to collaborate with other unit with less work.