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#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.
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"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:
Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
Published: Friday, February 25, 2022
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