GETTING STARTED WITH ZENDESK TALK 36 WHEN SHOULD I STAFF schedule lunch an hour before or after AGENTS? midday rush. The same goes for breaks; ask agents to take them during known This is a slightly easier question to answer. quiet times. In addition to knowing what hours to staff agents, you need a sense of when they Time zones can take lunch, breaks, and vacation. The answer will require you to track some data If you’re a larger enterprise with customers and tweak things until you get it right: in multiple time zones, you might want to stagger phone support to meet the real- Days of the week world demands of your customers. Not everyone can provide 24/7 support, but Mondays and Tuesdays are typically the that doesn’t mean you have to limit work busiest days for support, but you can keep hours to local 9-5 hours. an eye on your team’s unique call volumes with the call volume dashboards. Seasonality Times of day It’s important to understand busy times of year as well. If you’re a retailer, and Lunchtime might seem like the best see a spike in calls during the holidays, time to take lunch, but the fact is many you’ll need to plan to staff up for those customers use their lunch break to contact busy times. customer service. You might need to