Self-Scheduling: The Answer to Agent Stress in Modern Omnichannel Contact Centres
CSM Magazine
MAY 5, 2022
With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. Other than ‘higher pay’, customers often tell me their agents crave ‘more flexibility’ in their job.
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