- 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.