Scheduling Guardrails: Balancing Agent Engagement and Business Need

January 25, 2024 | 1:00pm EST

Give Your Agents Schedule Flexibility—Without Sacrificing Customer Experience

Smart contact center leaders know: EX = CX. Building agent engagement and satisfaction is critical to a high-performing contact center—and giving agents schedule flexibility is one of your best bets. But, of course, you still need to ensure staffing levels to meet your KPIs and SLAs.

What does agent self-scheduling technology look like today? And how do you put smart guardrails around your scheduling processes? Join Calabrio’s Product Evangelist, Dave Hoekstra, for a discussion of how to intelligently weave business need and schedule flexibility together to lower attrition, increase agent satisfaction, and retain top talent in a competitive space.

In this short webinar, you’ll learn:

  • Why agent self-scheduling delivers a guaranteed boost in agent engagement & satisfaction
  • How to build a framework for agent empowerment that enables you to meet business needs and SLAs
  • How Calabrio ONE provides unique WFM tools and self-scheduling functionality to help you strike the right balance

Reserve your spot today.

Dave Hoekstra

Product Evangelist, Calabrio

Dave Hoekstra has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.

Complete the form to register for the webinar.