{"id":31557,"date":"2022-02-23T17:02:03","date_gmt":"2022-02-23T17:02:03","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=31557"},"modified":"2022-02-23T17:13:25","modified_gmt":"2022-02-23T17:13:25","slug":"new-self-scheduling-package-from-calabrio-empowers-agents","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/new-self-scheduling-package-from-calabrio-empowers-agents\/","title":{"rendered":"New Self-Scheduling Package from Calabrio Empowers Agents to Have Greater Influence Over Work-Life Balance"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-31569\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/02\/fp-67767.jpg\" alt=\"Remote agent using scheduling software\" width=\"599\" height=\"399\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/02\/fp-67767.jpg 599w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/02\/fp-67767-300x200.jpg 300w\" sizes=\"(max-width: 599px) 100vw, 599px\" \/>\n<p class=\"v1MsoNormal\"><strong>Calabrio\u2019s unique offering addresses the greatest source of agent stress in the modern, omnichannel contact centre.<\/strong><\/p>\n<p class=\"v1MsoNormal\">Today, Calabrio, the 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\u00a0<a href=\"https:\/\/www.calabrio.com\/products\/workforce-management\/self-scheduling\/\" target=\"_blank\" rel=\"noopener noreferrer\">Calabrio Self-Scheduling<\/a>\u00a0expands 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.<\/p>\n<p class=\"v1MsoNormal\">The comprehensive offering launches as employers are still feeling the effects of the 2021 Great Resignation\u2013 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,\u00a0<a href=\"https:\/\/info.calabrio.com\/uk\/agent-wellbeing-survey\/?utm_medium=Public_Relations&amp;utm_source=PR_Artistry&amp;SF_Campaign_ID=7016f000001fNhGAAU&amp;utm_campaign=7016f000001fNhGAAU\" target=\"_blank\" rel=\"noopener noreferrer\">Health of the Contact Centre 2021: Agent Wellbeing and the Great Resignation,<\/a>\u00a0the top source of agent stress in the modern, digital contact centre is managing work-life balance. The report also found that other than \u201chigher pay,\u201d \u201cmore flexibility\u201d was the top demand that agents want in their job.<\/p>\n<p class=\"v1MsoNormal\">The new Calabrio Self-Scheduling package will allow agents the ability to:<\/p>\n<ul type=\"disc\">\n<li class=\"v1MsoListParagraphCxSpFirst\"><span lang=\"EN-US\">Add work hours on either unscheduled or scheduled days<\/span><\/li>\n<li class=\"v1MsoListParagraphCxSpMiddle\"><span lang=\"EN-US\">Make partial-day shift trades with other agents<\/span><\/li>\n<li class=\"v1MsoListParagraphCxSpLast\"><span lang=\"EN-US\">Move scheduled working hours more easily<\/span><\/li>\n<\/ul>\n<p class=\"v1MsoNormal\">This is in addition to existing Calabrio capabilities where agents can:<\/p>\n<ul type=\"disc\">\n<li class=\"v1MsoListParagraphCxSpFirst\"><span lang=\"EN-US\">Move their lunch and break times for that day, or in any of the following 7 days<\/span><\/li>\n<li class=\"v1MsoListParagraphCxSpMiddle\"><span lang=\"EN-US\">Access voluntary time-off or overtime opportunities thanks to Grant, the virtual assistant<\/span><\/li>\n<li class=\"v1MsoListParagraphCxSpMiddle\"><span lang=\"EN-US\">Trade entire shifts \u2013 this can be configured to be approved with or without team leader intervention<\/span><\/li>\n<li class=\"v1MsoListParagraphCxSpLast\"><span lang=\"EN-US\">See the probability of their absence or overtime request being approved without having to contact a supervisor<\/span><\/li>\n<\/ul>\n<p class=\"v1MsoNormal\"><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-31045\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/02\/matt-matsui-1.jpg\" alt=\"Matt Matsui, Chief Product Officer, Calabrio\" width=\"235\" height=\"235\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/02\/matt-matsui-1.jpg 235w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/02\/matt-matsui-1-100x100.jpg 100w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/02\/matt-matsui-1-120x120.jpg 120w\" sizes=\"(max-width: 235px) 100vw, 235px\" \/>\u201cThe 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,\u201d\u00a0said Matt Matsui, Chief Product Officer at Calabrio. \u201cOur 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&#8221;.<\/p>\n<p class=\"v1MsoNormal\">Natalia Brown, Chief Client Operation Officer at National Debt Relief, an early adopter of Calabrio&#8217;s Self-Scheduling functionality, said, \u201cWhat\u2019s great about Calabrio\u2019s 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\u2019s service level.\u201d<\/p>\n<p class=\"v1MsoNormal\">Calabrio Self-Scheduling offers businesses the ability to better tackle agent stress while also giving agents the work-time flexibility they need to focus on customer service excellence.\u00a0The first phase of the new Self-Scheduling feature set will see agents\u2019 ability to add work hours on an unscheduled or scheduled day.<\/p>\n<p class=\"v1MsoNormal\"><a href=\"https:\/\/www.calabrio.com\/products\/workforce-management\/self-scheduling\/\" target=\"_blank\" rel=\"noopener noreferrer\">Learn more here.<\/a><\/p>\n<p class=\"v1MsoNormal\"><b>About Calabrio<\/b><\/p>\n<p class=\"v1MsoNormal\">Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models\u2014and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.<\/p>\n<p class=\"v1MsoNormal\">Find more at\u00a0<a href=\"https:\/\/www.calabrio.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">calabrio.com<\/a>\u00a0and follow\u00a0<a href=\"https:\/\/twitter.com\/Calabrio\" target=\"_blank\" rel=\"noopener noreferrer\">@Calabrio<\/a>\u00a0on Twitter.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Today, Calabrio, the customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management (WFM)..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/31557"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=31557"}],"version-history":[{"count":9,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/31557\/revisions"}],"predecessor-version":[{"id":31572,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/31557\/revisions\/31572"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=31557"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=31557"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=31557"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}