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
Blog 22 July, 2026 The Cost of Attrition: Why Workforce Engagement Management is a Self-Funding Strategy Contact centre attrition remains one of the most expensive challenges facing customer support leaders. CX Today reports annual turnover rates of 35-45% remain common across the industry, with each departure costing between £10,000 and £15,000 in recruitment, onboarding and lost productivity. For a 200-seat operation, that equates to roughly £700,000-£1.35 million in annual attrition costs
Blog 30 April, 2026 Customer Experience Tools: How to Choose (and Implement) the Right CX Platform for Your Business Choosing the right customer experience platform is a major decision for many businesses. The platform you choose shapes how customers interact with your business across every channel, determines what insights you can extract from those customer interactions, and influences whether or not your teams can deliver consistently excellent service. Yet many organisations approach this decision
Blog 16 April, 2026 Conversational AI in UK Contact Centres: Moving Beyond Basic Chatbots Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn’t
Blog 10 April, 2026 Proactive Customer Service: How Contact Centres Can Use Proactive AI to Anticipate Customer Needs The traditional model of customer service is almost entirely reactive: a customer discovers a problem, contacts your organisation, and waits for a solution. This approach places the burden squarely on the customer, requiring them to identify issues, navigate your contact channels, and often endure multiple interactions before their problem is solved. Proactive customer service powered
Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,
Blog 5 December, 2025 The clock is ticking: Why end-of-life recording systems are a critical compliance risk Outdated recording technology isn’t just an inconvenience, it’s a ticking time bomb for regulated firms. For financial services and other heavily regulated industries, end-of-life (EoL) voice recording systems can create dangerous blind spots. When vendors withdraw support, these unsupported platforms become vulnerable, exposing your firm to major compliance penalties under frameworks like MiFID II, FCA,
Blog 20 November, 2025 Proactive AI vs Reactive AI: Understanding the Difference Artificial intelligence is changing the way organisations across the UK engage with customers, but all AI solutions aren’t created equal. Many still rely on reactive models that respond only once a customer makes contact. Proactive AI takes a more advanced approach, identifying needs and acting before the customer does. Understanding the key differences between proactive
Blog 20 November, 2025 5 Ways Proactive AI Can Reduce Manual Workload in Contact Centres Contact centres today face a familiar challenge: maintaining exceptional service while managing high volumes, rising costs, and limited resources. Agents are spending valuable time on repetitive, manual work instead of focusing on complex, high-value interactions that truly build customer loyalty. This is where Proactive AI makes a measurable difference. By combining automation with intelligence, it