In my professional life we have been going through a rollout of a new software that bills itself as a Real Time Automation tool and a ground breaker on Agent Flexibility. I will be the first to admit that post configuration, the results are extremely promising. Unlike most tools, the feedback from the front line is overwhelmingly positive and they feel that they have a sense of control over their daily lives now. From the ability to attend to personal emergencies without penalties to being able to trade time with the business itself instead of finding another person to cover. It is a very promising technology and I am excited to see what it will bring to the industry as they continue to scale.

One of the most powerful things I am seeing with this platform is around that ability to self-serve. We are now able to allow our frontline to trade time with themselves built around a detailed rules engine. For example, if we are understaffed in an interval and the agent needs that interval off, we now give them the ability to select another interval to make up the time that is just as understaffed or worse and the system will automatically approve that and write it back to our WFM scheduling tool.