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.

1. Achieving Contact
Center Goals Through
Dynamic Scheduling

2. 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.

3. “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

4. 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 staffing 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 efficient.
DYNAMIC SCHEDULING

5. Workflow Step 1
Workflow Step 2
Workflow Step 3
WORKFLOW
Staffing Forecast
Staffing forecasting is a standard process
incorporating historical data, well-defined
staffing 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.

6. 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. They’re maintaining oversight to
make sure all agents have selected a
schedule. If not, they can be assigned
shifts or an event can be re-run.

7. Workflow Step 1
Workflow Step 2
Workflow Step 3
WORKFLOW
Shift Selection
Now agents can select their shifts based
on work rule parameters established
by the scheduler. If the schedule meets
the requirements, it can be submitted
and approved.

8. 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

9. BENEFIT
Personalization
Empowerment
Simplification
Productivity
Scalable
Empowerment
Dynamic, performance-based scheduling
offers agents more control over their
schedules for better workplace satisfaction.
Rentention

10. 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

11. 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. This
future-focused approach allows organizations
to schedule 20-times as many agents than
traditional tools may allow.Rentention
Empowerment

12. 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. That helps
reduce employee turnover and reduces the cost
of hiring and training new staff, which can be as
high as $6,000 per new employee.Rentention
Empowerment

13. BENEFIT
Personalization
Simplification
Productivity
Scalable
Productivity
“Real-time adherence” rates often are as low as
30 percent. That 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

14. “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

15. 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