In this article 01. Humanise the workplace series – Workforce Management (WFM) 02. MyTime Mobile App – Part 1 03. Calabrio Teleopti Workforce Management: MyTime Mobile App 04. Benefits of Calabrio Teleopti WFM MyTime App Humanise the workplace series – Workforce Management (WFM) MyTime Mobile App – Part 1 Employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns. As an organisation, these factors need to be considered particularly with the millennial generation, resulting in improved employee engagement and a reduction in agent and customer attrition. Call centre software such as Workforce Management (WFM) can help to encourage these values. As well as helping to ensure the right staff with the right skills are available at the right time, with smart workforce planning, workforce management functionality also encourages a positive and motivated workforce. Related Content [Whitepaper]Millennials in the Contact Centre Workforce Calabrio Teleopti Workforce Management: MyTime Mobile App With Calabrio Teleopti’s agent empowering self-service portal – MyTime – (accessed via Mobile App & Web), agents are able to stay informed of their upcoming schedules as well as changes. The portal not only works in line with ensuring targeted service levels, it also maintains a healthy work-life balance and creates a direct communication path between resource planners, supervisors and agents. With Calabrio Teleopti WFM MyTime App, agents are able to: Submit overtime availability Trade shifts Request holiday or absences Receive swift authorisation which helps increase employee engagement and loyalty Benefits of Calabrio Teleopti WFM MyTime App Maintain a unified workforce Ensure schedule information is up to date and synchronised, resulting in higher accuracy, better resource planning and less confusion or mistakes when it comes to work patterns Achieve employee engagement Humanise the process of scheduling by empowering your agents. Keep them informed of their schedule, allow them the responsibility of changing or trading shifts. Embrace automation for efficiency Automatically approve or deny shift requests and trades based on skill-traffic demand. Focus less on administration, but more on business needs and analytics. Stress less Agents won’t have to worry about waiting too long for request decisions.*Agents can report all absences/illness through the app, meaning planners/supervisors are instantly updated in real time, ready to act in line with the day’s activities. Interested in finding out more about Workforce Management? Speak to our Team! About Calabrio Teleopti & Business Systems As top global providers of Workforce Management, Business Systems (UK) Ltd and Calabrio Teleopti work together to provide across the board services in Workforce Management for operational consultancy, technical implementations and training, culminating in improved customer satisfaction, employee engagement and maximised ROI. Written by: Business Systems UK
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Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
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Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns