Work schedules in most contact center environments have set-in-stone hours and contact center management is commonly not open to flexible scheduling for agents, because cost and
administrative overhead – so the general belief – are too great.
WorkFlex enables flexible scheduling for agents by integrating with WFM systems and automating the scheduling process so that cost and overhead are no longer impediments. Via a browser-based or a mobile-app interface, WorkFlex shows agents the contact center’s schedule with opportunities for overtime or voluntary time off. Agents can select the time slots they want and receive instant approval. They can also swap hours with themselves or with other agents. This employee self-scheduling option not only helps agents achieve schedule flexibility, it also substantially reduces workforce administrators’ manual scheduling tasks and optimizes staffing levels for the contact center.