Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres - Calabrio

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. Recently however, the situation has reached crisis point with the pandemic ushering in a new era of ‘The Great Resignation’, where employees are reassessing the impact of their jobs on work/life balance, mental health and overall life goal fulfilment. Read more from Adrian Swinscoe here.

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