Predictive analytics is the key. This call center guide suggests using AI to forecast call volumes based on trends (e.g., post-email blitz spikes). I staggered shifts and added chatbot pre-screening (“What’s your issue?”). Hold times fell from 10 mins to 90 seconds. Let bots handle a third of the calls, and leave the rest to human stuff. That was a huge leap in optimization for our company, I bet it will be for yours as well.