The “holiday week” is upon us and as the hustle and bustle reaches it’s peak, contact centers are faced with one common challenge. Everyone wants time off. Scheduling time off in the contact center is always a hot topic but never more so than during the holiday weeks of Christmas and New Years. Agents want time off to spend with family and friends, time off to shop, time to sleep, time to cook and all of the above. The challenge of course is that there will almost always be more people interested in taking time off during the holidays [...]