Configurable flexibility through My Zone web interface
CXone WFM offers powerful features through the My Zone web interface that empower agents with control over their schedules, enhancing the overall performance of the contact center and back office.Agent empowerment features within CXone WFM include:- My Zone intuitive web interface: The central hub for agents' interactions with the WFM suite. From viewing schedules to requesting time off, agents have a range of capabilities at their fingertips.
- My Schedule: Agents can easily view, manage, and request changes to their schedules through My Schedule. Whether it's requesting time off or editing activities, agents have the autonomy to make adjustments while keeping managers informed.
- Schedule Requests: The Schedule Requests feature provides agents with visibility into the status of their requests, from PTO to shift trades, streamlining the process and reducing administrative overhead.
- Notifications: Agents can stay up to date with app notifications for everything from schedule updates to shift trade approvals.
- Trade Shift: The Trade Shift feature allows agents to seamlessly exchange shifts with their colleagues, ensuring flexibility without compromising business needs.
- My Zone scheduling capabilities: Features like shift preferences and shift bidding give agents a voice in the scheduling process, fostering a collaborative approach that aligns with both business requirements and individual preferences.
- Self-service scheduling: By giving agents the ability to request scheduled intervals off work, work extra hours when available, and make self-swaps, the organization can meet staffing needs, minimize variances, improve occupancy, and reduce overtime. Automation through approval rules further streamlines the process, enhancing agent satisfaction and reducing administrative burdens.
On-the-go access and visibility with the CXone WFM mobile app
Given that 96% of call center agents want some form of remote work, mobile solutions are quickly becoming a requirement for today’s workforce management teams. According to our research, 72% of contact center agents now work in a hybrid or fully remote environment. While flexible work environments do empower agents in many ways, they can create specific challenges around IT issues, lack of performance visibility, and scheduling difficulties. All these factors can increase agent stress and contact center managers must implement flexible tools and guidelines to ensure ongoing retention.Organizations can significantly reduce dissatisfaction and attrition by giving agents the ability to manage their schedules through intuitive, accessible tools. The CXone WFM Mobile application is designed to meet this need, offering comprehensive agent empowerment features that enhance both flexibility and control. The app grants agents the autonomy to balance their work and personal lives effectively. Key features include:- Ease of access: Like My Zone, the mobile app provides convenient access for agents on the go, enabling them to check schedules, submit requests, and receive notifications from anywhere.
- Notifications: Agents can get real-time notifications via the mobile app and stay in the loop on the go. This keeps them consistently connected and reduces the kind of uncertainty that can lead to dissatisfaction.
- Streamlined time off requests: The CXone WFM Mobile app allows agents to view a color-coded calendar showing approved and pending time off. Agents can also check their time off balance, including total earned, taken, scheduled, and remaining days, providing a clear understanding of available time off.
- Easy shift trades: Agents often need to adjust their work schedules, whether for a doctor's appointment, family commitment, or Taylor Swift concert! The ability to trade scheduled shifts empowers agents to balance their hectic schedules with work responsibilities and not encroach on precious vacation time.
- Advanced self-service options: In contact centers, where staffing needs can fluctuate daily, CXone WFM Mobile’s self-service features offer agents real-time visibility and scheduling power for interval-level time off, extra hours, and self-swap opportunities, allowing agents to manage their work-life balance more effectively.
[2] SQM: Call Center Attrition Rate – Is It Now the Most Important KPI? (2023)
