By adopting flexible work schedules, such as four 10-hour days or five 9-hour days with optional half-days, Allegiance has empowered employees to achieve a healthier work-life balance. This added flexibility allows staff to manage personal responsibilities more effectively and has even reduced childcare expenses for working parents!

Allegiance leverages Calabrio WFM for accurate forecasting and scheduling, which supports their flexible scheduling model while ensuring compliance with service-level agreements. Previously, performance during end-of-day shifts suffered due to employees’ reluctance to work late; however, their switch to Calabrio has allowed them to maintain consistent staffing levels throughout the day. Meanwhile, the necessity for overtime has diminished, as this arrangement provides sufficient staffing in phone queues over the entire business day, thereby not only lowering costs but enhancing their ability to meet client expectations.

This award is given to an organization where employees are eager to work, more engaged, and ultimately empowered to deliver exceptional customer experiences. Allegiance is mastering the art of balancing employee flexibility with high service standards, setting a benchmark that all contact centers should aspire to achieve!