We standardized our clinic’s shared inbox with four Outlook categories (STAT 2 hours, Urgent 1 day, Routine 3 days, FYI) and a clear escalation path; in 6 weeks our call abandonment dropped from 17% to 6% and voicemail backlog is cleared by 10 a.m. daily. I can share the one-page SOP and the coaching checklist we use in Monday huddles — what tagging rules and SLAs are your teams using to keep throughput tight across shifts?