Joshua Heffner

Posts by Joshua Heffner

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Utilizing slant schedules for improved efficiency

Joshua Heffner Workforce Management Sep 10, 2015 2 min read

Many contact centers find that the predictability of traditional 5x8 schedules are an attractive quality of life feature for their staff. Unfortunately, while these types of shifts are an easy solution when the weekly demand curve is flat, for many workforce planners, the demand curve looks more like this:

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