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Thank you so much for your feedback. As a team, we are working hard to provide more flexibility in this role and already schedule our team to switch channels regularly throughout the day so they aren't fatigued by a full day on a single channel (ie. phone, chat, email). Providing a huge amount of ownership and empowerment to our team is important. We want them to feel like they can make decisions in the best interest of the business and customer relations. We schedule hour long breaks divided into two 30-minute slots to ensure there is ample time to regenerate and offer wellness time (among other benefits) to ensure folks can get the necessary support when they're feeling this way. - Michael, Manager, Customer Care