A core theme of the Cirrus WFM solution and a key benefit is the lifestyle features. These are designed to make agents feel more in control and to provide a better balance that actually improves productivity. Well positioned breaks and lunches, occupancy considerations and personal constraints can be considered, demonstrating a degree of human thought based process going into agent schedules
Better scheduling to demand means more consistent workload but importantly also means less stress for agents.
Working day preferences is a specific feature, which can be used to provide fairness between agents and perhaps reflect on seniority or longer term employee commitment. A subtle benefit but actually a simple and effective way of improving the agent work-life balance while ensuring the business is exceeding the needs of the customer.
Automated annual leave request handling with ‘signal’ indicators against selected days of likelihood of being approved help agents to feel more empowered. If configured to allow access to this feature, agents see a real benefit, being able to plan themselves and again have more control.
Similarly, being able to provide ‘preferred’ shifts or feed in activities, again help to encourage a better agent work-life balance but boost productivity during shifts patterns.
Finally, agents feel empowered further still, with the ability to ‘shift trade’. Swap for a particular shift with a colleague or put a shift up for trade on the ‘board’. Management tools identify when agents do a lot of this also, to help identify opportunities for discussion.
The lifestyle features of the Cirrus WFM solution make the agents feel better about their working day and happier. With less churn, training costs are reduced and productive time is increased.
Of course, unexpected challenges ranging from agents being off sick to major incidents, are effortlessly managed with a simple click and select features. Automate clever reallocation of work or task productivity in an extremely agile way.