One Tool Empowers Agents While Cutting Costs

Agent empowerment has been directly linked to agent retention. The best strategy for empowering agents, improving morale, and increasing retention is to give agents the ability to have more control over their work schedules. This is accomplished through an online, do-it-yourself (DIY) agent schedule viewing and modification system.

This article discusses:

• Four critical features of do-it-yourself scheduling systems
• Benefits for agents
• Benefits for supervisors
• Cost cutting benefits

One Tool Empowers Agents While Cutting Costs (PDF file)