Articles - Operating Hours

Choosing the right operating hours can have a major impact on both customer satisfaction and team wellbeing. This hub of expert insights, planning tools, and real examples looks at how to set, review, and optimise contact centre opening times to meet customer expectations efficiently. Explore approaches for forecasting demand, managing peak periods, and deciding when extended or 24/7 coverage makes sense. You’ll also find guidance on shift planning, cost management, and using data to adjust hours in line with seasonal or long-term trends.