Instead of reacting to increasing volume after you notice slower response times and unhappy customers, be proactive in your staffing model. Think about upcoming changes to your business, such as seasonality, promotions, service updates or feature launches, and forecast incoming volume based on the impact these changes will have. Understand the impact this might have on your resourcing by finding the average number of cases each agent can handle per hour, and then calculate the number of agent hours you’ll need to increase or decrease in order to handle the forecasted change in volume.