Eight Steps to Enable Flexible Scheduling for Engaged Agents

If there is one single perk that contact centers can offer to agents to recruit and retain staff, it’s flexible scheduling. With the ability to work from nearly anywhere, agents want to fit their work schedule to their lives, not the other way around.

And, flexible scheduling isn’t just about retaining agents, it’s about engaging them to forestall quiet quitting. If you give them some of the flexibility they want, they will be able to focus on their work, even go above and beyond, during their scheduled shifts.

But what are the ins and outs of scheduling flexibility? How can you ensure that your contact center is adequately covered? With the right WFM solution, the back and forth of forecasting, creating, and modifying schedules can be done easily, without the constant tinkering by a manager. Donna Fluss of DMG breaks down the eight steps for letting artificial intelligence and machine learning do the heavy lifting for you.

The right WFM solution will handle this iterative process with ease, accurately predicting and managing your staffing needs while helping you keep your agents happy. The NiCE WFM solution excels with flexible scheduling. While ten years ago the solution’s focus was primarily on forecasting the number of agents needed to make a work schedule, now there is a balance with providing more flexibility once agents receive their schedules. This allows your contact center to respond to the remote work reality of today, keeping and engaging agents in a way that wasn’t possible before.