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" ... When the tidal wave of customer inquiries hits and service queues lengthen, there are short-term fixes that can help mitigate the negative impact on the customer experience. Staffing can be augmented (via new hires or redeployments). Technology can be leveraged (virtual queuing “call me back” capabilities, as well as dynamically calculated wait time estimates for those in queue). And, yes, customer inquiries can be deflected to automated platforms (chatbots and website self-service). ... "