Case Study: DISH Network improves scheduling efficiency with Calabrio WFM from Verint

DISH Network boosts scheduling efficiency by 7% with Verint

DISH Network faced a challenge with agent engagement and attrition when their existing shift bidding process fell short. With the added pressure of moving to a remote work model during COVID-19, their contact center leaders turned to Verint for a solution, implementing the vendor's preference-based scheduling approach through Calabrio WFM.

Verint's solution empowered DISH employees to input their shift preferences each quarter, allowing the resource team to create optimized schedules. This flexibility led to a 7% increase in scheduling efficiency, along with higher employee engagement and a reduction in agent attrition.

Dish Network