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Expect the unexpected, and work it into the schedule. This includes shrinkage; changes in call volume, and changes in handling times. Manage the schedule to reflect this volatility during the day by reducing or increasing staffing based on forecasted service levels. In addition, expect the expected by incorporating required breaks and lunches as necessary into the employees' schedule - and schedule for coverage on the phones during those times. If planning with long-term scheduling, don't forget about employee turnover, and the time it takes to train new employees.
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