DISH Network provides scheduling flexibility for their remote agents


When asked, what are some of the biggest challenges that contact centers face today, Gregory King, Business Operations Manager in WFM, at DISH replied, “without question, employee engagement and employee attrition. Employees today want more of a say in their schedule and require flexibility. Without a solution to this, attrition will continue to be high in the industry.”

Dish set out to address this challenge by piloting a system that allows employees to create personal schedules based on their needs and constraints. As more employees start to work from home, the urgency for this type of model increases. 

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