The first step towards managing the call volume peaks is identifying the patterns. Some of the several tips are as follows: The fewer variances available on the desktop like emails, printers, office suites the better standardized it is. It reduces variances which may cause problems with updates which ultimately lead to call spikes. The second most important thing is to be better placed in your environment i.e. to keep call center agents well informed about their tasks and coach specific agents on specific skills. Lastly, the most important aspect is to design an efficient action plan containing a trigger point which could easily signal when the plan should go into effect. Read more at: http://blog.inovasolutions.com/2014/surviving-call-center-peaks-and-valleys-part-2-managing-call-volume-peaks