Why Agents Are Still Leaving: New Research on Scheduling Flexibility

New Verint research reveals that a lack of scheduling flexibility is a top driver of high agent attrition. The data shows a widening gap between the flexibility leaders believe they provide and what agents actually experience.

In this webinar, we break down the latest industry findings, including:

• 68% of agents now rank scheduling flexibility as their #1–2 factor when choosing a job—yet 46% say they still lack it in their current role.
• Leaders overwhelmingly believe they offer effective self‑serve flexibility, but agent data reveals a major perception disconnect that continues to drive attrition, absences, and disengagement.
• Why even modern WFM systems fail to deliver real flexibility—and how real‑time, self-serve scheduling finally closes the gap.
• Case‑study results showing double‑digit reductions in attrition and unplanned absence through intelligent, autonomous schedule adjustments.

Viewers will walk away with a clear understanding of:

• Why rigid scheduling is eroding agent experience—even in automated WFM shops.
• Practical steps to evolve from automation to autonomy in scheduling.
• How real‑time scheduling flexibility can stabilize staffing, reduce operational volatility, and materially improve CX.

If your contact center uses WFM but still struggles to keep agents, maintain coverage, and meet service levels, this session is for you.

Speakers

Trudy Cannon
Senior Director, GTM Strategy
Verint

Florian Garnier
Senior Director, GTM Strategy
Verint

James McManamey
Product Management Director
Verint