Beyond Shift Bidding: Dynamic Scheduling
Workforce Management for the next gen contact center

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.

Download this whitepaper now to learn more.

Customer Experience Update