WAIT TIME PLUMMETS IGNORING MONDAY

Ignoring Monday Morning Brings Huge Improvement in Wait Time Metric

Dublin, Ireland - In a shocking discovery that has left contact center employees and managers alike scratching their heads, local contact center manager, Seamus O'Toole, has found that ignoring Monday morning altogether can lead to a significant improvement in wait time metrics.

O'Toole stumbled upon this groundbreaking revelation while nursing a particularly heavy weekend hangover. "I woke up on Monday morning and just couldn't bring myself to look at the dashboards and the long wait times," he explained.

"So, I decided to ignore it and watch 'Love Island' instead. To make it easier I just changed our reporting to filter out the Monday morning data.”

To O'Toole's surprise, the wait time for the contact center that week dropped through the floor. "I couldn't believe it," he said. "I thought maybe it was a fluke, so I tried it again the next week, and the same thing happened. Removing the Monday morning data works wonders.”

According to O'Toole, the key to the success of this new strategy is to completely ignore Monday morning and act as if it doesn't exist. "Just pretend it's still Sunday and carry on with your weekend mindset," he advised.

While some of O'Toole's colleagues were initially skeptical of his findings, they soon became convinced after seeing the results for themselves. "I thought he was crazy at first, but I have to admit, the numbers don't lie," said agent, Mary Murphy. "I'm definitely going to try this next Monday."

"I thought he was crazy at first, but I have to admit, the numbers don't lie" - Mary Murphy, CC Manager

Despite the success of this new approach, O'Toole warns that it may not work for everyone. "It takes a certain level of dedication to completely ignore Monday morning," he cautioned. "But if you can do it, the rewards are definitely worth it."

The news of O'Toole's discovery has quickly spread throughout the contact center community, with many managers and agents eager to try it out for themselves. "I just never thought of doing that. Removing the peak data leads to a significant improvement in wait time metrics," said one impressed manager. "It goes to show that sometimes, the craziest ideas can be the most effective."