According to Dimension Data’s 2013/2014 Contact Center Benchmark report, attrition is up 26% from the previous year. Often, agents are leaving their positions, not because they dislike the work, but because they are frustrated with the lack of flexibility in their work schedules.

High turnover due to inflexible schedules is an expensive challenge contact center leaders cannot afford to ignore. Solving this challenge is the objective of the latest WorkFlex offering – Intelligent Agent Self-Service.

The solution improves scheduling challenges by:

• Allowing agents to manage their own schedules
• Decreasing administrative costs
• Improving employee satisfaction and retention

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