dwalby Posted August 16, 2018 Share Posted August 16, 2018 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 Link to comment Share on other sites More sharing options...
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