Every day, resource planners and supervisors battle the same challenge: making sense of sudden spikes in call volume or unexpected shifts in handle time. Forecasts and schedules tell you what is happening, but not why. And too often, the “why” sits in another system, owned by another team, revealed only after the fact.
That’s a silo problem.
That’s why we’re excited to introduce Trending Topics in Calabrio WFM, an AI-powered enhancement that surfaces cross-application insights directly within the workforce management (WFM) platform. With Trending Topics, contact centers finally get the missing piece of intraday optimization: contextual intelligence that explains the “why” behind spikes in volume or handle time.
Why Trending Topics Matters
Traditional WFM tools excel at forecasting and scheduling, but they fall short when unexpected changes occur during the day. Contact center leaders are left reacting with limited information, often waiting for post-mortem analysis to understand what went wrong.
Trending Topics changes the game. By analyzing conversations and interactions across channels, it identifies emerging themes driving fluctuations in performance, whether it’s a product recall, billing issue, or surge in demand triggered by a marketing campaign.
The result? Managers can act in the moment, armed with timely insights that reduce costs, improve customer experience, and boost agent engagement.
How It Works
Trending Topics are surfaced directly inside Calabrio WFM. When spikes in volume or handle time occur, managers see the specific themes or issues driving those changes. From there, they can:
- Quickly adjust staffing based on emerging trends
- Proactively fine-tune schedules to match evolving customer conversations
- Launch targeted coaching or training
- Escalate emerging concerns before they spread
All of this happens seamlessly, within the familiar WFM interface, without switching between tools or piecing together fragmented data.
Unified Intelligence Across the Suite: Workforce + Conversation
With Trending Topics in WFM, Calabrio delivers unified intelligence across the suite—bringing Workforce Intelligence together with Conversation Intelligence in one integrated experience.
Workforce Intelligence reveals what is happening, like spikes in volume or handle time.
Conversation Intelligence shows what customers are actually talking about.
And together, they explain why performance is shifting, so leaders can act faster and smarter.
This unified view transforms raw data into actionable insights, helping contact centers bridge the gap between staffing efficiency and exceptional customer experience. Instead of toggling between tools, managers get a single, AI-powered source of truth for smarter decision-making.
Smarter WFM, Built In
Trending Topics transforms WFM from reactive to proactive. By surfacing the “why” when and where it matters, contact centers gain the clarity to make confident decisions that reduce costs, improve customer satisfaction, and drive operational excellence.
And because it’s embedded in Calabrio ONE, customers don’t have to worry about bolt-on complexity. It’s smarter WFM, with built-in intelligence.
Ready to see Trending Topics in Action? Book a demo to learn how Calabrio WFM with Trending Topics can empower your contact center to act faster, smarter, and with greater confidence.
