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If you use blending it help you some what. If you have multiskilled agents you can send email, fax, callback, backoffice tasks, outbound etc. during low traffic and have only inbound calls during peaks. As lunch and dinner is short you may offer callback as an option during this time and promise call back within 1-2 hours, some will accept this others will stay in queue.
Team Leads what never takes calls? This is the time for them to stay in touch with there hands on skills. Have them schedule to take calls 1 hour a day, this will help your service level fantastic.
Scheduling is not easy, especially in Europe!
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