Achieving Contact Center Goals Through Dynamic Scheduling

Better. Faster. Smarter. These are the hallmarks of

contact centers intent on seizing every opportunity

to accelerate performance. Their ultimate goal:

freeing the voice of the customer and improving

customer satisfaction.

It takes motivated agents to improve customer

satisfaction, and dynamic scheduling is an

empowering new process that reduces scheduling

headaches and helps the contact center become an

even stronger strategic asset enterprise-wide.

“Dynamic scheduling represents the next generation of shift bidding, taking into account the voice of the agent as well as the needs of the contact center.”

-Paul Stockford, Saddletree Research

DYNAMIC SCHEDULING

Empowering agents by letting them play a more active role in scheduling

It’s a win-win scenario if agents – especially millennials – gain

more control over their work/life balance and analysts reduce

their workloads. With Calabrio Dynamic Scheduling, the process is

as easy as 1-2-3. It leverages existing sta�ng forecasts and uses

pre-defined work rules. Intuitively simple for all users, it makes

one of the most frustrating activities in workforce management

dramatically easier and more e�cient.

DYNAMIC SCHEDULING

Workflow Step 1

Workflow Step 2

Workflow Step 3

WORKFLOW

Sta�ng Forecast

Sta�ng forecasting is a standard process

incorporating historical data, well-defined

sta�ng algorithms and key metrics, such

as shrinkage and service levels. Set work

rules in advance, and they’re always ready

to apply them to individuals or teams.

Workflow Step 1

Workflow Step 2

Workflow Step 3

WORKFLOW

Event Scheduling

Here, analysts identify the time period,

which agents are involved and what rules

apply. �ey’re maintaining oversight to

make sure all agents have selected a

schedule. If not, they can be assigned

shi�s or an event can be re-run.

Workflow Step 1

Workflow Step 2

Workflow Step 3

WORKFLOW

Shift Selection

Now agents can select their shi�s based

on work rule parameters established

by the scheduler. If the schedule meets

the requirements, it can be submitted

and approved.

BENEFIT

Personalization

Empowerment

Simplification

Productivity

Scalable

Personalization

Administrators can easily segment

employees and assign work rules to every

segment, resulting in personalized

interactions for individuals and groups.

Rentention

BENEFIT

Personalization

Empowerment

Simplification

Productivity

Scalable

Empowerment

Dynamic, performance-based scheduling

o�ers agents more control over their

schedules for better workplace satisfaction.

Rentention

BENEFIT

Personalization

Simplification

Productivity

Scalable

Simplification

Pre-defined work rules streamline the

administrative process. WFM analysts can

leverage existing schedule requirements to

create new rules in fewer steps for faster

schedule making.

Rentention

Empowerment

BENEFIT

Personalization

Simplification

Productivity

Scalable

Fully Scalable

Calabrio Dynamic Scheduling scales as

demand grows to reduce administrative

workloads. Existing work rules can be applied

to larger groups or more individuals. �is

future-focused approach allows organizations

to schedule 20-times as many agents than

traditional tools may allow.Rentention

Empowerment

BENEFIT

Personalization

Simplification

Productivity

Scalable

Improved Retention

When dynamic scheduling connects with

performance-based incentives, top agents gain

more control over their work/life balance and

are rewarded for their successes. �at helps

reduce employee turnover and reduces the cost

of hiring and training new sta�, which can be as

high as $6,000 per new employee. Rentention

Empowerment

BENEFIT

Personalization

Simplification

Productivity

Scalable

Productivity

“Real-time adherence” rates o�en are as low as

30 percent. �at means only 30 of every 100

agents are actively focused on the task at

hand. But when incented with more control

over scheduling many underperforming

agents become superstars.

Rentention

Empowerment

“Calabrio Dynamic Scheduling represents the next generation of workforce management (WFM) software for a contact center market that is undergoing redefinition and redirection in response to generational, technological and strategic forces of change.”

-Paul Stockford, Saddletree Research

DYNAMIC SCHEDULING

The Bottom Line

Motivated employees deliver.

Calabrio Dynamic Scheduling, important new

functionality within the WFM module of Calabrio ONE,

empowers and helps motivate agents, and reduces

administrative headaches.

Learn more at calabrio.com