An often followed practice in contact centers is to "not let too many agents take their break at one time."
This is a sound approach to staffing if the incoming workload is steady and all employees are working a shift that spans the operating hours. However, most scheduling requirements are more complex, with workload ebbing and flowing throughout the day while employees come and go on their individual shifts.
In this scenario, the best approach may be counterintuitive – allow batches of employees to take break during dips in the workload so they will be ready to answer contacts when the workload spikes or surges. Allowing agents to break together can also improve camaraderie and positively affect agent engagement while keeping them fresh for higher volume periods.
Our simplified forecasting & scheduling product Eleveo WFM, a cloud-hosted pay-as-you-go tool helps easily gauge staffing shortages and surpluses throughout the day. It is easier than using a spreadsheet and will help you balance elevated customer experience, costs and agent engagement.
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