Hey Community- I recently joined an org to lead their CSM team. The CSM team has operated as an onboarding/ service team and not a true model of what CSM in a tech org would look like. They are all hourly employees who keep their calendars super full. We are running into a huge hiccup that when the CSM is OOO for an emergency day, our clients are all abandoned that day and the earliest these can be rescheduled is usually 7 days later because of their schedule. This is not a good client experience and I can't wrap my mind around how to solve for this solution. They are currently each taking around 6-8 appointments varying between 30 mins to an hour. Does anyone have any suggestions that does not overload the team and still allow for those emergencies. (also in my first 2 weeks we have had emergencies 5 days)