Episode 34 - Stop Telling Call Center Agents when to use the Bathroom

I want to talk about the call center agent because I have a passion for improving the agent experience. Being a contact center agent sucks because of the leadership in the organization, but it does not have to be this way. Let me focus on one particular area. We schedule, regulate and punish agents for going to the bathrooms at the wrong times. Most of the managers speak to me about the needs of the business and that if bathroom breaks were not scheduled the agents would go whenever they want, which would harm the productivity and the numbers. I call Buillshit on that!