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We are experiencing higher than normal call volume" is NOT a permanent excuse! It's just a cop-out because you're too cheap to hire more staff or invest in a better phone system.
If you're always experiencing "higher than normal" call volume, then maybe it's just your NORMAL call volume! Maybe it's time to stop making excuses and start making changes.
Invest in your customers' experience! Hire more staff! Upgrade your technology! Stop making us wait on hold for an hour only to tell us that you can't help us.
Get it together!
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