Gladly + Calabrio WFM
Deliver radically personal customer service while perfecting operational efficiency in your cloud contact center.
Everything you need to exceed customer and agent experience expectations
Gladly and Calabrio are making the modern contact center easier than ever to schedule and forecast agents, while rewriting the rules for true omni-channel customer experiences. More than ever, the ability for contact center managers to manage the work, staffing projections and subsequent schedules of their team is critical to delivering great customer service experiences. Calabrio has broken the mold of traditional WFM solutions, meeting the needs of people-centric omni-channel, solutions like Gladly.
Modern customer service teams now must work across channels, and even expect agents to work with multiple customers at the same time on digital channels like chat, SMS and social media. By combining Gladly with Calabrio WFM, you’ll unlock the unique ability to staff agent schedules across concurrent digital channels. Together, this pair is ideal for modern contact center teams that are embracing a people-centric approach to customer service that requires flexibility with agent schedules and concurrency planning.
Increase Operational Efficiency with Calabrio ONE
Enable your agents to work smarter—and your contact center operate more efficiently. Maintain high levels of customer service and keep costs low by better identifying how many agents you’ll need. More accurately schedule agents on all customer communication channels; phone, email, chat based on past call volumes and trends.
Improve the Customer Experience with Calabrio ONE
Deliver a higher-quality, more consistent customer experience across every channel.
Know what happens in every customer interaction with 100% call recording and capture.
Quickly identify the need for targeted agent training and provide one-on-one coaching with flexible evaluation forms.
Discover the Voice of Your Customer with Calabrio ONE
Why rely on surveys to find out what your customers really want?
Make better, faster, data-driven decisions by understanding all customer interactions.
Accelerate sales, manage risk and enhance customer engagement with analytics that can help you uncover insights directly from customers.
Why Pair Calabrio WFM and Gladly?
When you’re running an omni-channel contact center, you need a scheduling and forecasting solution that can keep up with the multifaceted needs. Gladly comes with all channels natively built-in to a single customer service solution, so Calabrio WFM can easily create accurate forecasts for all channels and media types with the use of historical data from Gladly and precise algorithms. Take seasonality into account and add your knowledge of future campaigns to forecasting periods over a year in advance down to minute-level with a powerful and dynamic workflow.
Increase Agent Efficiency
Gladly provides a channel-agnostic approach to ensure agents are efficiently directed to the next customer that will benefit from their knowledge set. When paired with the benefits of Calabrio WFM’s unique, customizable scheduling and optimization algorithms you’re able to dynamically allocate resources in the most optimal manner. Automate planning processes in complex, multi-skilled environments to build plans where schedule flexibility and operational goals are streamlined.
Together, Gladly and Calabrio WFM drive revenue through your contact center by streamlining agents and providing them with an interface to identify customers with high purchase intent. Supervisors will know that a qualified agent will be given to the correct customer to best maneuver upsell opportunities – giving the supervisor the ability to focus time away from tedious scheduling and more closely to business tasks.
Why Choose Calabrio for Your Gladly Contact Center?
Modern Customer Experience
Gladly and Calabrio are both disrupting the contact center industry by empowering agents and supervisors. Just as an agent using Gladly can see the entire customer journey, supervisors and quality managers leveraging Calabrio WFM with Gladly can see the entire agent and customer interaction from one unified interface.
Cloud-Based Solution Set
Both companies value innovation, and since we’re both in the cloud, we’re continuously improving the user experience to better facilitate outstanding customer support and first-call resolution.
Calabrio and Gladly work to empower the agent, and provide them with tools to make working easier. With self-scheduling and automatic time off request responses, supervisors are protected from hours of schedule edits and agents don’t need to wait for their supervisor’s response.
Increase Agent Efficiency
With Gladly and Calabrio, there’s no more searching through multiple tickets and tabs for what you’re looking for. Our unique user interfaces easily provide the information that agents and supervisors need, when they need it, in a way that’s easy to understand.
Calabrio & Gladly Travel Well Together: Global Deployments
Calabrio serves all industries and has been commonly utilized in:
- Financial Organizations
- Financial Organizations
Want to read more about how Calabrio ONE is empowering organizations in your industry?
Discover the voice of your customer with Calabrio + Gladly
Compatible product: Calabrio WFM