When overseeing a call center team, effectively managing workload changes is key to maintaining peak performance. Here are some strategies to consider:

• Monitor real-time metrics: Use analytics tools to track call volumes and adjust staffing levels as needed.

• Implement flexible scheduling: Allow agents to work varying shifts based on predicted call volumes.

• Provide ongoing training: Ensure agents are equipped with the skills to handle different types of calls efficiently.

How do you manage workload changes in your call center?