Calabrio accelerates contact centre freedom by introducing agent self-scheduling technology


Calabrio, the customer experience intelligence company, has announced the launch of Self-Scheduling for agents as part of the organisation’s mission to disrupt and evolve the contact centre market with enriched human interactions. 

The new workforce management (WFM) technology combines the benefits of planning optimisation, intraday automation and agent self-scheduling to empower employees and drive contact centre performance. This latest innovation follows the June 2019 acquisition of Teleopti by Calabrio and supports the combined company’s vision to build a new global standard for customer experience intelligence by creating a flexible, digitally enabled workforce.    

Available to both cloud and on premise customers, accessible to agents on-the-go via mobile app or on their desktops, Self-Scheduling allows agents greater workplace autonomy. They finally have the power to change their schedule, such as organising lunch with a co-worker—all without impacting service levels in the contact centre. 

Sophisticated algorithms automatically check staffing levels against key performance indicators (KPI), service level agreements (SLA) and skills requirements, while special permission-based parameters allow managers to set non-over writable activities. Reducing the demand on resource planners and managers for intraday monitoring and request-handling gives them the freedom to focus on higher-level tasks and customer experience objectives. Managers and planners can keep control of their contact centre environment at all times but with heightened flexibility and less manual monitoring.

“While the concept of self-service for shift preferences, overtime or time-off is nothing new, our latest innovation marks the first time that agents have the power to manage their own schedules as events happen during the day,” said Magnus Geverts, vice president of product marketing and management at Calabrio. “Self-Scheduling introduces new levels of flexibility that give employees the freedom to focus on delivering exceptional customer service while helping to reduce harmful attrition rates that rack up recruitment and onboarding costs for businesses. It’s the critical next step toward realizing our goal of humanizing the workplace.”

“It’s no surprise by now that engaged agents are fundamental in developing customer loyalty, so enhancing the employee experience is equally foundational. Just as we talk about the need for a customer experience that is personalized and frictionless, the same stands for employees,” said Shep Hyken, chief amazement officer at Shepard Productions, and customer service expert and keynote speaker at C3. “Technology like Calabrio’s Self-Scheduling is a meaningful move toward true agent empowerment as employees can tailor their schedule to their life.”

The release of Self-Scheduling continues the infusion of intelligent, personalised automation into WFM processes. 

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