Read the case found at the end of Chapter 8 in your textbook and write a two- to three-page paper (excluding title and reference pages) on the following items:

1. Identify when Medi-Call’s call centre enters the coping zone and describe the impact of this overload on customers and staff.
2. Recommend strategies Medi-Call can adopt for busy periods and describe the actions needed to implement them effectively.
3. Assess Medi-Call’s philosophy on reassurance calls and offer recommendations to improve their policies