Sean McGinn and Arnold Ho sit down again to discuss the most interesting and game-changing aspect of an agile contact centre. Scheduling and rosters. 

In an agile environment, the team would self-organise to address a customer's needs instead of being told what to do, therefore removing the need for centralised rostering and scheduling. Changing to this from a traditional environment requires time and changes to the system of work.  

Sean and Arnold pick this topic apart and provide some advice on how organisations could practice this themselves.