#contactcenterworld, @Calabrio
Minneapolis, MN -- Calabrio, a customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management (WFM). Addressing the increased demand for greater flex time and more employee autonomy, new Calabrio Self-Scheduling expands the schedule areas an agent can have influence over such as adding days of work, moving work hours and partial-day shift trading. Calabrio intelligent automation allows agents more freedom to create their ideal work-life balance, while contact centres can keep control of overall staffing levels.
The comprehensive offering launches as employers are still feeling the effects of the 2021 Great Resignation– where millions of employees left their jobs seeking new work. In the contact centre industry, 1 in 3 agents reported that they were planning to leave their job within one year. Departing agents cited higher-than-ever levels of stress as a primary industry challenge that was driving agent retention issues. According to a recent Calabrio report, Health of the Contact Centre 2021: Agent Wellbeing and the Great Resignation, the top source of agent stress in the modern, digital contact centre is managing work-life balance. The report also found that other than "higher pay," "more flexibility" was the top demand that agents want in their job.
Sponsor message - content continues below this message
the 2024 '19th annual' Global Top Ranking Performer Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
"The evolved world of work needs technology to simultaneously humanise experiences and automate and optimise business processes. While sometimes considered mutually exclusive actions, expanding the realm of agent autonomy through intelligent automation is the way to achieve this and why Calabrio continuously develops features like these," said Matt Matsui, Chief Product Officer at Calabrio. "Our dual approach to software is also a key factor in why over 80% of surveyed customers said that Calabrio WFM increases their ability to balance both business and agent needs".
Natalia Brown, Chief Client Operation Officer at National Debt Relief, an early adopter of Calabrio's Self-Scheduling functionality, said, "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 centre’s service level."
About Calabrio:
The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
Published: Friday, February 25, 2022
| 1.) |  CrankWheel Screen Sharing CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents. CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform. Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out. The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client. Features: - Screen sharing - Agents can hand control over to the client - Warm lead capture widget that alerts the sales team instantly of an intere... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall