With Calabrio WFM, contact center leaders now create the accurate forecasts upon which E.ON’s entire customer service operation relies—forecasts that even take into account projected email volumes.
The detailed forecast, for example, supports scheduling, promotions and other mailshots, while the long-term forecast helps determine the following year’s customer service budget. Managers can build custom forecast reports that identify when the contact center receives the most inquiries or when the highest rate of sick leave occurs. Advisors also use the new forecasts to plan their leave.
In addition, Calabrio’s flexible scheduling capabilities let E.ON better distribute its advisors, so they’re available whenever and however customers contact them. Advisor shifts now can vary between six and ten hours in length, with everything—who will answer the phone or chat service and monitor Facebook during any given period—scheduled ahead of time. Calabrio’s scheduling also lets agents easily access their current schedule in real time, so they can quickly see what they need to do, and when.