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Calabrio Introduces Agent Self-Scheduling Technology

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Minneapolis, MN  October 3, 2019 -- Calabrio, a customer experience intelligence company, has announced the launch of Self-Scheduling for agents as part of the organization’s mission to disrupt and evolve the contact center market with enriched human interactions. 

"While the concept of self-service for shift preferences, overtime or time-off is nothing new, our latest innovation marks the first time that agents have the power to manage their own schedules as events happen during the day," said Magnus Geverts, vice president of product marketing and management at Calabrio. "Self-Scheduling introduces new levels of flexibility that give employees the freedom to focus on delivering exceptional customer service while helping to reduce harmful attrition rates that rack up recruitment and onboarding costs for businesses. It’s the critical next step toward realizing our goal of humanizing the workplace."

"It’s no surprise by now that engaged agents are fundamental in developing customer loyalty, so enhancing the employee experience is equally foundational. Just as we talk about the need for a customer experience that is personalized and frictionless, the same stands for employees," said Shep Hyken, chief amazement officer at Shepard Productions, and customer service expert and keynote speaker at C3. "Technology like Calabrio’s Self-Scheduling is a meaningful move toward true agent empowerment as employees can tailor their schedule to their life."

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Date Posted: Monday, October 7, 2019



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