A handy guide to perfecting your workforce scheduling with technology that enables agent flexibility and autonomy.
At long last, employee engagement is top of the agenda as organizations the world over recognize the importance of agent wellbeing in meeting rising customer expectations. Incredibly, the majority (84%) of contact center managers now rank agent engagement scores as the most important measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%).
Where agent empowerment is concerned, making investments in the right tools and technology is the number one priority for many contact centers today (42%). In a world where the workforce and workplace are no longer fixed, it comes as no surprise that more than a third consider flexible working (34%) and greater support for a remote/hybrid work environment (32%) as pre-requisites for agent happiness.
The great thing is Calabrio’s Workforce Management (WFM) solution has the answer to all three. So much more than a simple ‘right time, right place’ scheduling tool, Calabrio WFM is the only true and complete Workforce Engagement Management (WEM) suite that is designed to help agents be their very best to drive exceptional CX and customer loyalty.
Calabrio offers the best WFM solution on the market, but it absolutely crushes the competition even harder on employee engagement. Create a flourishing frontline team with Calabrio’s comprehensive range of pre-and-post scheduling capabilities in one integrated package:
Use this handy ‘at a glance’ guide to master the art of scheduling and empower your agents:
|What is so good?
|Some of my agents are students and can only work certain hours
|Availability can be set for individual dates, to match school schedules. Resource Planner only needs to schedule as many agents as needed.
|I want to let my most senior or highest performing agents select shifts first
|You can completely customize the ranking method and motivate tenure or performance to attain better schedules
|I want to let my agents give input on how they would like to work
|Resource Planner is in full control over the balance between preference fulfilment and staffing requirements
|Post Scheduling Goals
|What is so good?
|My agents are willing to pick up extra hours but it adds manual work to my WFM team
|Calabrio WFM lets agents add work hours to their own schedule, but always respecting the rules for over and understaffing you decide
|I want to provide more flexibility for my agents’ schedules because I know it will positively impact their work satisfaction
|Move Breaks & Lunches
|You can have agents move their breaks and lunches within the boundaries you configure
|I want to enable my agents to interact with their schedules on the go
|Calabrio WFM Mobile App
|Calabrio’s WFM Mobile app lets agents do all the things they can do from their computer on their mobile device
|Agents often reach out to me or my team to exchange their shifts. I’d love to streamline this process
|Full Day / Part Day Shift Trade
|Matches agents with the right skill and lets them trade without having to reach out to anyone else. It won’t impact your staffing coverage!
|I want an easy way for agents to check if extra hours or early leave is available
|Within seconds, Grant will let agents know what is available for the day and within a couple of clicks, edit your agents’ schedules
|My agents need to work 33 hours on week one, 37 on week 2 and 35 on week 3. I also need the system to schedule them for a start time between 8am and 10am.
|Calabrio WFM lets administrator customize auto generated shifts for any labor law, local government restrictions, or company policies out there. Using contracts, availabilities, and rotations, you will be certain you are getting schedule flexibility and compliance to regulations all at once.
|I want an easy way for my agents to report sick-leave and have that automatically update my staffing situation
|Agents can enter a sick absence from their computer or mobile device. This instantly updates their schedules and remove them from the coverage to ensure you always have the most accurate Scheduled vs Forecast data.
|I want my agents to be able to request time-off and have that automatically approved if all criteria are met
|Calabrio WFM offers the perfect balance between automation and configuration. Let your agents request be approved automatically while ensuring that absence approval will not put you below your pre-defined staffing thresholds.
|I want my agents to request time off without having to double enter their request in our payroll system.
|Benefit Time Integration
|With Calabrio WFM Benefit Time Integration, agents don’t have to enter time off for their schedule and in the payroll system. WFM will communicate to the payroll system for the absence taken and communicate back to WFM the balance of time remaining.
Want to dive deeper? Watch the Calabrio WFM recorded demo.