Agent Self-Scheduling Tools in Calabrio WFM | Calabrio

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

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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

* Calabrio, Health of the Contact Center: Agent Wellbeing & the Great Resignation. Download report.

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.

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.

graphic representing Calabrio's WFM connectivity

Automatically manage all schedule change requests, save time to focus on other more strategic work

multi-channel forecasting

Be confident that any agent-driven changes stay within service level thresholds and customized rules you have set

showing performance enhancement

Create a self-regulating intraday management system where agents help you fill your staffing gaps

graphic showing efficient shift generator

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.”
“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.
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.
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

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