Workforce Management Suite to Improve Engagement | Calabrio ONE

The Heart of Great Customer Experiences

Calabrio Teleopti Workforce Management

Embrace the easy-to-use, powerful capabilities of workforce management with Teleopti. Teleopti WFM’s dynamic cloud and on-premise solutions enable contact centers to plan and manage operations, engage employees and create stellar customer experiences.

Right people, right place, right time

Workforce management (WFM) is at the core of ensuring companies connect with their customers when and where they need them. Creating outstanding customer experiences is vital for companies to maintain a competitive advantage. Workforce management makes this a reality with the optimization of employee productivity through strategic, engaging planning processes.

Yet customer expectations and business needs are rising. Many of the companies we work with must manage growing demands in terms of opening hours, response times and first-contact resolutions, paralleled with increasing omnichannel complexity. Cutting-edge WFM software is essential to meet such conditions and customer expectations.

Teleopti WFM maximizes contact center planning with multichannel forecasting, multi-skill scheduling, employee-empowering functionality and self-service, competence development, and monitoring of real-time and past activities. Focusing 100% on creating the most flexible, user-friendly and feature-rich workforce management tools, Teleopti drives streamlined, profitable operations, an engaged workforce and satisfied customers.

Optimize operations,
plan productively

Staffing costs are often the biggest expense in contact centers. Take control with Teleopti WFM’s sophisticated forecasting so you get the most exact plan of the resources you require. Combine business needs, agent preferences and work rules to produce the best possible schedules. Enhanced staffing secures diverse, omnichannel customer interactions within optimal response times.

Keep everyone connected and updated with the latest schedule using Teleopti’s self-service mobile app and web tool. Nurture workforce collaboration to help employees achieve world-class customer meetings.

Automate activities,
empower employees

Accelerate business efficiency, increase answer speeds for customers and support your employees with WFM automation. Use Teleopti WFM to automatically adjust and personalize schedules based on frontline-employee requests and service-level targets. Easy automation of requests and processes supports a healthy work-life balance, drives higher loyalty, retains competence and delivers happier customers.

Reducing manual tasks, across all areas of workforce management, gives resource planners and team leaders time to concentrate on strategic issues. Ever-increasing demands can be achieved in an intuitive, easy way.

create accurate forcasts

Stay ahead of change,
adapt the plan

Stay in control with real-time information at your fingertips. Grasp and understand all intraday data using clear, multi-leveled analysis tools in Teleopti WFM. A blend of high-level service overviews, detailed performance data and frontline agent status guarantees accurate measurements of operational effectiveness.

Whether faced with understaffing or overstaffing, Teleopti WFM enables a range of choices, including moving breaks, changing activities, overtime, third-party assistance and additional training sessions. Make changes with confidence and communicate them quickly to frontline staff to ensure the desired service level is continually met.

CASE STUDY

The automation provided by Teleopti WFM puts our resource planning team in control of scheduling and gives contact center managers complete visibility of their operations. At the same time, agents enjoy the luxury of seeing their shifts well in advance.

Mark Simon, Head of Resource Planning, Rentalcars.com

Dive into Teleopti WFM features

All the tools for workforce management success in a single, unified solution

Forcast & Plan

Forecast & Plan
Enhance workforce productivity by blending an understanding of customer behavior and changing conditions to create accurate forecasts and precise yet flexible schedules

  • Accurate forecasting
  • Multi-skill planning and optimization
  • Long-term budgeting
  • Staff administration
  • Employment work rules
  • Outsourcing collaboration
Analyze & Work Improve

Analyze & Improve
Monitor and manage service performance, both of real-time activities and past results, to get a clear picture of all performance metrics. Ensure informed, data-driven decisions for ongoing success, in the present and the near or far future

  • Report analysis
  • Business intelligence
  • Intraday management
  • Real-time follow-up
Empower & Work Together

Empower & Work Together
Create opportunities for collaboration between all roles within customer service operations to foster workforce engagement with their work and schedule. Automated inclusivity of the scheduling and requests process boosts efficiency and employee empowerment

  • Schedule adaptability
  • MyTime employee self-service portal
  • Gamification
  • Shift trading
  • Absence handling
  • Overtime management
Interact & Notify

Interact & Notify
Drive contact center transparency by making your workforce aware of the current plan and any changes, in their schedule or between activities within their workday. Clear communication helps employees understand what is needed from or available to them

  • Instant alerts
  • Text notifications
  • Calendar sync
Train & Develop

Train & Develop
Identify the skills and knowledge gap in your workforce and automatically schedule the relevant type of training to match that need. Remove the manual work that goes into flexible training planning and developing employee competency

  • Automated training planning
  • Competence management

Contact Center
Manager

I want to run a flexible organization where people want to work. It’s hard to meet customer expectations with our current attrition levels.”

Our self-service and dynamic scheduling technology will match the dynamism of your operations, fostering a more flexible, desirable working environment that meets the needs of your employees.

Workforce
Planner

I feel overwhelmed with the amount of time I spend processing scheduling requests. I want to be seen as fair and helpful, but I don’t have the technology or time.”

Incorporate powerful technology into your WFM processes via self-service Agent tools and automated contact center platform connectors to streamline forecast creation, schedule generation and communication processes.

Customer Service
Representative

There is no flexibility in my schedule, and I don’t have a lot of influence on my career path.”

Engage employees with timely feedback and gamification tools to foster growth and development, while providing the flexibility they expect to have an effective work-life balance.

IT Operations Manager

There is no flexibility in my schedule, and I don’t have a lot of influence on my career path.”

Engage employees with timely feedback and gamification tools to foster growth and development, while providing the flexibility they expect to have an effective work-life balance.

Dig deeper

See the full functionality and features of a truly complete WFM solution.

Smart Scheduling & Dynamic
Employee Engagement

It’s time for a modern approach to workforce
management. Hone forecasting, streamline
scheduling and administration and free managers
to focus on adding value. Engage employees with Dynamic
Scheduling, timely feedback and gamification tools.
Put the right people in the right places. Empower
them to work smarter. Deliver a consistent and
outstanding customer experience.

Want to learn more about Workforce management, the components of a WFM solution, the challenges & emerging WFM best practices?

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