Your call volume swings 3x before lunch — your shift schedule doesn't move at all. Jon Brown, SVP of Client Results at LiveOps, joins Darren Prine to break down precision staffing: scheduling agents in 30-minute intervals matched to real call flow, paying only for productive time, and cutting staffing costs 25–30%.
Every contact center leader makes the same bad bet every morning: overstaff and burn labor, or understaff and burn your CX. The traditional 8-hour shift was built for a world that no longer exists.
In this episode, host Darren Prine sits down with **Jon Brown, SVP of Client Results at LiveOps**, to break down **precision staffing** — a flexible, on-demand model that schedules agents in 30-minute intervals matched to real call flow instead of a forecast.
What we get into:
- Why traditional and part-time shift models fail at almost every point in the demand curve
- How 30-minute precision intervals put agents exactly where the calls are
- Paying only for productive time — and why that alone typically cuts staffing costs 25–30%
- Handling seasonal surges, holiday peaks, and open enrollment without burning your team into attrition
- Why one flexible partner beats juggling five BPOs during a spike
- How LiveOps sources specialized, brand-passionate talent that performs like full-timers
- Real ROI: the COVID surge scaled to thousands of agents in 72 hours, plus higher upsell and lower attrition
If scheduling is a constant headache on your team, this one's worth your time.
See how precision staffing works → https://cloudtechgurus.com/gigcx
Subscribe on YouTube → https://www.youtube.com/@thecontactcenterguruspodcast
Watch this episode → https://youtu.be/qLooYXE-Sw8
Guest: Jon Brown, SVP of Client Results, LiveOps (liveops.com)
Host: Darren Prine, Cloud Tech Gurus