Every Ninety Days Our Service Desk Had the Same Bad Week

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For about a year my service desk had a bad week roughly once a quarter. Calls doubled on the Monday, the contact centre started the early shift short of agents, and by Thursday everything had calmed down again. Each review blamed something different and named nothing in particular. It was a team leader in the contact centre who saw the pattern, because she kept a diary of the mornings she started short handed. Her bad mornings were thirteen weeks apart, almost to the day.

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