Schedule the future

No need to go through lengthy checking procedures to make sure you get the dates you need. New technology can give you access to a business-wide agent holiday calendar to see when others have already booked leave, in contrast to forecasted call demands for those dates.

Which means you can request and automatically receive confirmation for holiday dates without needing to wait for approval by a team leader or manager.

Or, if you need to swap a shift with colleagues, using a central exchange. This means you have the power to work when you choose, and also saves the team leader time.

Some companies are also taking advantage of another approach – preference-based scheduling – to make sure that shift patterns reflect individual agent preferences.

Of course, there are always certain shifts that need to be worked, but companies recognise and value the need for agents to be happier with their own shift patterns, and are taking steps to be as accommodating as possible. Great!