Self-Scheduling in Calabrio WFM
Greater agent influence means better customer service
New Self-scheduling package provides you with the most comprehensive agent-centric, self-service feature set, designed to meet your most pressing workforce challenges
Agent Stress and Disillusionment: The Effects.
Your employees expect autonomy and the ability to have input and control around their schedule. What is the impact of not changing?
No. 1 Challenge
Agents Cite is Managing Work-Life Balance
1 in 3 agents
are considering leaving within a year
$7k – $14K
to hire, onboard and train each new employee
What Organizations Need: The Diagnosis
The need for schedule flexibility is critical for customer service organizations across all industries. Can you identify with what these other organizations are saying?
Creating a better working environment with more flexibility is our top challenge facing the customer service organization.”
Streaming Entertainment Service Provider
We need reimagined scheduling, centered around agent preference”
Financial Products and Services Provider
Agent flexibility is crucial in our business. Finding a way to balance that and Service Level is needed.”
Information Technology
Treatment Plan:
Prescribe Agent Empowerment. Cure Customer Engagement.
Prescribe Agent Empowerment. Cure Customer Engagement.
If you were an agent, what possibilities do the key features of Self-Scheduling enable, all via mobile app or laptop?
Build your own schedule
by adding work hours on an unscheduled or scheduled day. Automatically schedule lunch/breaks based on predefined rules
Move your lunches or breaks
through self-service drag and drop functionality in smartphone and on laptop
Get notifications from Grant, your virtual assistant
when voluntary time off or overtime is available to you. Use a conversational flow to easily make the change
Trade shifts with your colleagues
without team leader/administrator intervention – while maintaining staffing-level requirements
See probability of your request being approved
directly in your MyTime App without having to reach out to a supervisor
Increase your likelihood of overtime
by entering your overtime availability in MyTime, creating a resource pool for planners when needed
Request overtime
with approval being automatic or manual. Make requests from any device at any time
Request time-off
from any device and have it automatically processed
Imagine how Self-Scheduling can allow your contact center management team to become more efficient and innovative, while providing better customer support.
Automatically manage all schedule change requests, save time to focus on other more strategic work
Be confident that any agent-driven changes stay within service level thresholds and customized rules you have set
Create a self-regulating intraday management system where agents help you fill your staffing gaps
Drive optimized service levels with automated recalculation of predicted service levels for every skill at any schedule change
What do our customers think about Self -Scheduling in Calabrio WFM?
“What’s great about Calabrio’s self-scheduling capability is that it lets agents manage and change their own schedules as unexpected things happen throughout each day, without negatively impacting the contact center’s service level.”
Natalia Brown
Chief Client Operation Officer, National Debt Relief
Nearly 80% of surveyed customers said their agents have more flexibility and happiness in their schedule now using Calabrio WFM.
TechValidate survey of Calabrio ONE users
Over 80% of surveyed contact centers said “Calabrio WFM has increased our ability to balance the needs of business and needs of agents.
TechValidate survey of Calabrio ONE users
