Longer days, warm sunshine and Pimms galore. What's not to love about summer?
Well, if you manage a team of agents then you'll know that this season can mean dread for service levels. With John in Mexico and Alison in Spain, your left balancing the rest of your team. What a nightmare!
That's why we wanted to focus our bimonthly digest on Workforce Management - the saviour from all of this!