Excuse the newbie in me, but one of the biggest problems in morale that I am seeing in my call center right now is gripes over scheduling. I know a lot of it comes from HR issues (the people who work in WFM do not have the best people skills), but it's not easy to ignore when people are scheduled four hours at time without a break of some sort, or when they are constantly being interrupted in their workflow by a pop-up alerting them to scheduling changes (we use IEX, btw). The pop-up can cause the window the agent is using to come down resulting in a loss of data and then requiring the agent to ask the customer yet again for their CC number.

My question is how do you folks deal with scheduling issues? We have a very small scheduling window due to customer's requirements (7am to 4pm), but I would still like to see some scheduling lee-way given to the employees themselves. Anyone experiment with letting the floor see the number of calls on hold, setting their own schedules? I realize this may be a radical departure from the way most call centers are run, but I believe inherently that the more you trust an employee to do their job, the better a job they will do.