By Paul Stockford, President and Chief Analyst at Saddletree Research
As workforce management evolves to meet the challenges and opportunities of a new generation, Calabrio Dynamic Scheduling has evolved too. Now WFM supervisors have the power to engage contact center agents in schedule development with powerful results: increased motivation, better customer service and reduced turnover. Beyond simple shift bidding, Calabrio Dynamic Scheduling takes into account important factors, such as seniority and performance, to create a scheduling process that recognizes and rewards agents for superior performance. It’s a win-win-win: for agents, for contact centers, and – most importantly – for customers.
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