#77 Flexible Schedules for all Contact Center agents

Agents are demanding flexibility A place to start is allow agents to pick their schedules within a guideline Next level is implicitly and explicitly trust your agents to take breaks in a way that won't impact their colleagues or customers negatively None of this is possible if you are not culturally set up for this Have trust across levels Hire and pay at the appropriate levels If your resource management is one of constant hold times then you can't attempt this Could you get started? Start democratizing just breaks for starters. Be transparent above all else.