Effective agent scheduling is essential to running a successful customer support team. It’s not just about making sure people are clocking in—it’s about matching your workforce with the actual needs of your customers. Proper scheduling ensures you have enough agents during busy hours without overwhelming your team, while also giving flexibility to keep things running smoothly.  What is Agent Scheduling? Agent scheduling refers to the process of planning when customer service agents are available to meet customer demands. It requires considering key factors like peak business hours, agent availability, and the complexity of incoming issues. In today’s customer service...