I work in a call center as a supervisor. I have tried to apply the techniques presented in the first manuscript, but am not able to write down all the tasks I do in a day. The job is very reactive and situational. I love what I do and am very happy with my work, but I have not been able to break my daily routines into mini days and get extremely organized. I do not have the luxury of telling my agents I am not available to take their escalated calls and they come at all times during the day, and interrupt my routine constantly. How can I make the system work for me in the environment I love? When I can get all of my duties done without interruption, I am very successful, but some days I cannot get any of my real work done for being tied up with escalations from people who think only a supervisor can address their issue.
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