My Life, MyTime

Ensure schedule information is up to date and synchronized so that everyone is working with one common picture of the contact center operations, whether an agent, manager, or planner. A unified, open and transparent schedule lends itself to higher accuracy and less confusion or mistakes.

Humanize the scheduling process by empowering your agents: Keep agents informed of their upcoming schedule. Allow them to take action, whether that’s requesting time off or trading a shift. Also drive motivation with built-in gamification, as agents can see their own KPIs, view their team leaderboard, and earn badges and rewards.

The system can be set to automatically approve or deny shift requests and trades, based on skill-traffic demand, so planners can focus on business needs and analytics rather than administration. Nurture a culture where your company embraces variation as a natural part of working day life, without the stress of manual checks and authorizations.

Agents don’t have to worry about out-of-date schedules or wait too long for request decisions, nor do resource planners have to stress about agents not showing up for shifts without proper warning. Agents can report all absences and illness through MyTime, meaning planners and supervisors are instantly updated, ready to act and optimize the day’s activities.

Build the technology into your contact center that supports both a proactive and reactive company culture. A culture where people communicate efficiently with each other via in-app messaging, and when issues occur (it is only natural), the whole team can be responsive and still meet customers how and where they need to be met.

The MyTime app and portal operates via standard web-based technologies, rolled out by simple configurations, all while maintaining high security levels. No stress. For more on how to use the MyTime agent self-service mobile app, you can visit our how-to videos in the Calabrio Success Center that walk you through the simple steps and requirements (login required).