It’s a new year and a great time to reflect on challenges in your contact center. Chances are that if you’ve managed a contact center for any length of time, organizing schedules has been one of them. But there is good news. Scheduling is creative. It’s collaborative. And this part of planning can be a great opportunity for highlighting the contact center’s importance and getting your employees involved in a very practical way.

Consider some thoughts I’ve had about scheduling in this video from one of my LinkedIn Learning courses, “Managing a Customer Contact Center“.