Facilitating flexible working for agents

Work-life balance has become one of the top items on the agenda of many large organisations, and a top priority for workers everywhere. Companies are facing the challenge of providing flexible working hours and locations for agents, whilst meeting increasingly demanding business and productivity objectives.

Workforce management software allows agents to choose their preferred shift patterns, whilst ensuring that staffing levels within the contact centre are optimum. This benefits workers and offers huge cost savings to the business as overstaffing is virtually eliminated.

The advent of broadband has allowed workers to operate as a part of the company’s data network whilst based at home. There are significant cost benefits and productivity enhancements to be gained from allowing agents to spend part or all of their working week based out of the home office.

Sabio has a flexible workforce management solution and currently employs many of these initiatives internally. Many of our clients and their employees are enjoying the cost savings and work-life balance enhancements presented by using workforce management solutions, such as Open Wave and Witness.