Achieving Contact Center Goals Through Dynamic Scheduling
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Calabrio's dynamic scheduling is a new approach to workforce management aimed at improving contact center performance and customer satisfaction by empowering agents with control over their schedules. The system simplifies the scheduling process through pre-defined work rules and effective staffing forecasts, ultimately leading to improved retention, productivity, and reduced administrative burdens. This innovative solution aligns with modern workforce needs, enabling organizations to better respond to changing demands and enhance employee motivation.
Achieving Contact Center Goals Through Dynamic Scheduling
- 1. Achieving Contact Center Goals Through Dynamic Scheduling
- 2. Better. Faster. Smarter. These are the hallmarks of contact centers intent on seizing every opportunity to accelerate performance. Their ultimate goal: freeing the voice of the customer and improving customer satisfaction. It takes motivated agents to improve customer satisfaction, and dynamic scheduling is an empowering new process that reduces scheduling headaches and helps the contact center become an even stronger strategic asset enterprise-wide.
- 3. “Dynamic scheduling represents the next generation of shift bidding, taking into account the voice of the agent as well as the needs of the contact center.” -Paul Stockford, Saddletree Research DYNAMIC SCHEDULING
- 4. Empowering agents by letting them play a more active role in scheduling It’s a win-win scenario if agents – especially millennials – gain more control over their work/life balance and analysts reduce their workloads. With Calabrio Dynamic Scheduling, the process is as easy as 1-2-3. It leverages existing staffing forecasts and uses pre-defined work rules. Intuitively simple for all users, it makes one of the most frustrating activities in workforce management dramatically easier and more efficient. DYNAMIC SCHEDULING
- 5. Workflow Step 1 Workflow Step 2 Workflow Step 3 WORKFLOW Staffing Forecast Staffing forecasting is a standard process incorporating historical data, well-defined staffing algorithms and key metrics, such as shrinkage and service levels. Set work rules in advance, and they’re always ready to apply them to individuals or teams.
- 6. Workflow Step 1 Workflow Step 2 Workflow Step 3 WORKFLOW Event Scheduling Here, analysts identify the time period, which agents are involved and what rules apply. They’re maintaining oversight to make sure all agents have selected a schedule. If not, they can be assigned shifts or an event can be re-run.
- 7. Workflow Step 1 Workflow Step 2 Workflow Step 3 WORKFLOW Shift Selection Now agents can select their shifts based on work rule parameters established by the scheduler. If the schedule meets the requirements, it can be submitted and approved.
- 8. BENEFIT Personalization Empowerment Simplification Productivity Scalable Personalization Administrators can easily segment employees and assign work rules to every segment, resulting in personalized interactions for individuals and groups. Rentention
- 9. BENEFIT Personalization Empowerment Simplification Productivity Scalable Empowerment Dynamic, performance-based scheduling offers agents more control over their schedules for better workplace satisfaction. Rentention
- 10. BENEFIT Personalization Simplification Productivity Scalable Simplification Pre-defined work rules streamline the administrative process. WFM analysts can leverage existing schedule requirements to create new rules in fewer steps for faster schedule making. Rentention Empowerment
- 11. BENEFIT Personalization Simplification Productivity Scalable Fully Scalable Calabrio Dynamic Scheduling scales as demand grows to reduce administrative workloads. Existing work rules can be applied to larger groups or more individuals. This future-focused approach allows organizations to schedule 20-times as many agents than traditional tools may allow.Rentention Empowerment
- 12. BENEFIT Personalization Simplification Productivity Scalable Improved Retention When dynamic scheduling connects with performance-based incentives, top agents gain more control over their work/life balance and are rewarded for their successes. That helps reduce employee turnover and reduces the cost of hiring and training new staff, which can be as high as $6,000 per new employee.Rentention Empowerment
- 13. BENEFIT Personalization Simplification Productivity Scalable Productivity “Real-time adherence” rates often are as low as 30 percent. That means only 30 of every 100 agents are actively focused on the task at hand. But when incented with more control over scheduling many underperforming agents become superstars. Rentention Empowerment
- 14. “Calabrio Dynamic Scheduling represents the next generation of workforce management (WFM) software for a contact center market that is undergoing redefinition and redirection in response to generational, technological and strategic forces of change.” -Paul Stockford, Saddletree Research DYNAMIC SCHEDULING
- 15. The Bottom Line Motivated employees deliver. Calabrio Dynamic Scheduling, important new functionality within the WFM module of Calabrio ONE, empowers and helps motivate agents, and reduces administrative headaches. Learn more at calabrio.com