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Managing 'inbound' requests


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Hi all,

I have 3 x 1st line analysts who each have a designated 'Inbound duty' 2.5 hour shift per day. During their shift they're responsible for managing the 'inbound' workload, so new e-mail, phone calls, walk-ups, etc. I'm currently reviewing the way that they work as we seemingly have an increasing number of un-handled e-mails and self-service requests on a daily basis that are being left.

How do you manage your analysts to ensure that they are handling the 'inbound' workload effectively?

Thanks in advance


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