Case Study: DISH Network boosts scheduling efficiency and employee engagement with Calabrio Teleopti WFM

DISH Network Provides Scheduling Flexibility for Their Remote Agents

DISH Network, a U.S. satellite television provider with over 16,000 employees, faced high attrition and low engagement driven by inflexible schedules. Traditional shift bidding and manual Excel scheduling across 23 contact centers wasn’t meeting workforce or employee needs, particularly as more staff began working from home.

DISH piloted Calabrio Teleopti WFM’s preference‑based scheduling, allowing agents to submit quarterly shift preferences and optimizing schedules by performance ranking. The transition increased schedule efficiency (a 7% improvement) and, when combined with self‑scheduling/Flex, delivered more than a 5% efficiency gain, boosted morale and engagement, reduced staffing/time requirements, and helped sustain JD Power–winning customer service.

DISH Network

Gregory King

WFM Business Operations Manager