When absences hit your call center team, redistributing work fairly is key. To navigate this challenge:

• Cross-train staff: Equip multiple team members with diverse skill sets to handle various tasks.

• Use workload data: Analyze call volume and duration to distribute tasks based on actual metrics.

• Implement flexible shifts: Allow for shift swaps or part-time hours to cover gaps without overburdening.

How do you manage when team members are unexpectedly away?