Is Your WFM Holding Back the Customer Experience?

WFM plays a key role in ensuring that staffing and skill levels are matched to the demands of inbound customer contact.

But the fact that it has been around a long time doesn’t mean that WFM has been perfected. Far from it. In fact, to our mind, the traditional view of WFM – telephone-led and concentrating attention on numbers of agents isn’t right for an omnichannel contact centre. It is outdated and no longer fit for purpose.

We also think that many WFM tools place too much emphasis on historical reporting, ignoring the need for real time data analysis, and too often they treat staff as just another resource to be managed, rather than people with a need for work-life balance.

With Calabrio, there is another way. To learn more about our approach to WFM, and why we’ve been recognized by both Gartner and Forester as leaders in our field, fill out the form to the right and download our latest WFM eBook, “Is your WFM holding back the customer experience?”