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
Upcoming Webinar
Self-Scheduling: Delivering an employee-centric scheduling solution
Insights
THE FUTURE OF WORK: HOW WORK IS DISTRIBUTED NOW
According to Gartner, “Distributed work implies significant degrees of flexibility in how work is organized — who is involved in what work activities; and when, where and how it is getting done. Executive leaders need to put guardrails, practices, tools and data in place to optimize distributed work patterns.”
To read more about more future of work trends through 2030, download this free Gartner report.
Health of the Contact Center 2021
Agent Wellbeing and the Great Resignation
Agent Wellbeing and the Great Resignation
Flexibility is about more than where an agent works
Today, workplace flexibility also means being flexible about how agents work and when they work. It’s the only way to retain the employees you have — and attract the ones you need.
To read more about the health of the contact center and trends impacting your workforce, click the link below to get our Health of the Contact Center 2021 report .
Workforce Management
Product Demo
Product Demo
Easy to implement, easy to learn and maintain, Calabrio Workforce Management provides fast access to the insight schedulers need to make short- and long-term decisions to better engage agents and customers.
Get a live look at intelligent workforce management.
Insights
THE FUTURE OF WORK: HOW WORK IS DISTRIBUTED NOW
According to Gartner, “Distributed work implies significant degrees of flexibility in how work is organized — who is involved in what work activities; and when, where and how it is getting done. Executive leaders need to put guardrails, practices, tools and data in place to optimize distributed work patterns.”
To read more about more future of work trends through 2030, download this free Gartner report.
Health of the Contact Center 2021
Agent Wellbeing and the Great Resignation
Agent Wellbeing and the Great Resignation
Flexibility is about more than where an agent works
Today, workplace flexibility also means being flexible about how agents work and when they work. It’s the only way to retain the employees you have — and attract the ones you need.
To read more about the health of the contact center and trends impacting your workforce, click the link below to get our Health of the Contact Center 2021 report .
What is Performance Coaching and Why it is important?
One of the greatest challenges for modern organizations is releasing the full potential of their people while aligning personal development goals with overall business objectives. Read our Complete Guide on Performance Coaching
