Calabrio helps Nationwide’s Planning Team with Workforce Planning
Solution
Following a detailed procurement process, Nationwide selected Calabrio WFM, a solution used by major global organisations to improve scheduling, accelerate workflows, build effective staffing models, and improve workforce engagement.
Implemented during the COVID-19 pandemic, Nationwide employs Calabrio WFM across its telephony teams[LS1] for resource planning, and forecasting.[LS2] In line with remote working requirements in place at the time, initial setup and staff onboarding were carried out remotely, which delivered an additional benefit with the creation of a learning library of recorded content that team members could revisit as needed.
Integrating Calabrio WFM was critical for Nationwide as it allows call volumes to flow directly into the system, enabling both historical and real-time data to be used for forecasting and scheduling. [LS3] This information is key to creating dynamic forecasts that can be adjusted as required, ensuring optimal staffing levels. “Having Calabrio seamlessly integrated with systems, such as Amazon Connect and QStory, was crucial,” said Lisa Strudwick, Workforce Performance & Productivity Manager at Nationwide. “Not only does this ensure that our planning and forecasting processes are accurate but it plays an important role in maintaining high standards across all our operations.”
Calabrio WFM also provides [LS4] a scheduling functionality that includes the ability to handle complex scheduling requirements across different departments, ensuring that the right number of agents with the right skills are always available to meet demand.
