SPIKEs are increasingly relied upon to reduce 1800N wait times. During winter it seems nearly all regular hours are SPIKE; during summer more and more hours are spent on the phones. My understanding is that the IRS meets its peak workloads by employing temporary, part-time, and/or seasonal employees. We also have peak times of call volume (among other things), and it seems we could utilize a similar strategy. Hundreds ...more »
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