White Paper & Reports
Beyond Shift Bidding: Dynamic Scheduling
Workforce Management for the next gen contact center
As workforce management evolves to meet a new generation, Dynamic Scheduling has evolved too.
Now WFM supervisors have the power to engage contact center agents in schedule development with powerful results: increased motivation, better customer service and reduced turnover.
In this white paper by Paul Stockford, President and Chief Analyst at Saddletree Research, learn how Calabrio’s Dynamic Scheduling goes beyond simple shift bidding by taking into account important factors, such as seniority and performance, to create a scheduling process that recognizes and rewards agents for superior performance.
Download this white paper to learn why dynamic scheduling is a win-win-win: for agents, for contact centers, and – most importantly – for customers.