Enhancing Agent Engagement with Flexible Scheduling


As surprising as it may sound, the Great Resignation may turn out to be positive for contact centers. It is calling attention to employee retention, a serious issue that contact centers have been contending with for decades. One way of addressing this—inside and outside of contact centers—is to give employees what they want most: scheduling flexibility. The time is right because executives are looking for creative solutions, and the vendors are delivering them. Join Donna Fluss of DMG Consulting and Paul Chance of NICE to learn:

  • How innovation in workforce management solutions is enabling contact centers to offer flexible scheduling options
  • The role of AI in enhancing WFM solutions and building employee engagement
  • Features and functionality needed to reduce agent attrition
  • How contact centers are successfully using flexible scheduling capabilities to enhance customer and employee engagement