The Modern Approach to Workforce Management
In June 2019, Calabrio acquired Teleopti, creating the industry’s powerhouse for workforce management software. Read on and view a demo to learn more.
Revolutionize how you manage and empower your workforce. Calabrio WFM’s dynamic cloud and on-premise solutions enable contact centers to plan and manage operations, engage employees and create stellar customer experiences.
Engage your Employees. Power your Customer Experience. Drive Digital Transformation.
Combining optimized staffing with employee engagement possibilities, Calabrio WFM enhances visibility, adaptability and performance.
Mobile-ready, agent-friendly, meet a solution that unleashes the potential of your organization and people
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.
Create More Accurate Forecasts and Schedules—Faster
Build precise forecasts in minutes – not days. Enhance workforce productivity by blending an understanding of customer behavior and changing conditions to create accurate forecasts and precise yet flexible schedules. Connect analysts with better data. Create more accurate plans in less time.
Streamline workflows. Leverage rule-based automation. Build schedules in minutes. The easy automation of requests and processes supports a healthy work-life balance, drives higher loyalty, retains competence and delivers happier customers. Free managers from the tedium of administrative tasks.
Reduce Overstaffing and Overtime
Predict spikes—and lulls. Mine historical data to see call volume trends. Be prepared—but not overstaffed.
Respond to changes in real time. React to surges or ebbs in interaction volumes with dynamic intraday scheduling tools. Create and fill overtime opportunities and additional hours in real time. Allow agents to self-select for early dismissal.
Increase Employee Engagement
Empower agents with flexible scheduling. Accommodate complex agent scheduling preferences. Give agents greater control through dynamic scheduling functionality and automated self-service technology.
Deliver more immediate feedback. Give agents the responsive feedback they crave. Create an ongoing conversation.
Show agents the value they deliver. Connect agent performance with key contact center metrics. Enhanced agent scorecard functionality enables managers to customize evaluations to specific agent goals. Let agents see the value the provide and deepen their sense of fulfillment.
Inspire self-improvement. Leverage gamification tools to drive healthy competition. Build a culture that encourages and supports constant self-improvement.
Automation with a Human Touch
Incorporate AI chatbot technology into WFM processes. This technology offers the next step for many companies looking to evolve both their intraday operations and employee engagement.
Maximized mobility / Self-Service: Let employees not only influence their schedule but actually manage it.
Empower employees to move activities in their day and upcoming week without extra demands on managerial supervision or intervention nor any impact on customer service levels.
My Life, My Time. Whether at work or home, Calabrio WFM allows agents to stay inform of their upcoming scheduling or make changes through the mobile app.
Dig deeper
See the full functionality and features of a truly complete WFM solution.
CASE STUDY
CentraCare
Empowering Agents to Self-Schedule for their 24/7 Operation.
“What we’ve gained by adding Calabrio is cutting across the business and getting insights at the organizational level, something our leaders are looking for.”
Cassy Dunn
– Paychex
Want to learn more about Workforce management, the components of a WFM solution, the challenges & emerging WFM best practices?
Workforce Management
Product Demo
Product Demo
Get a live look at intelligent workforce management.
Building Next-Generation Workforce Management: A Definitive Guide
Learn emerging best practices and other tips for selecting a forward-thinking WFM solution that delivers immediate results—and long-term value.
Forrester Wave:
Workforce Optimization Report
Workforce Optimization Report
Looking to see how contact center WFO vendors stack up against each other? Download the Forrester’s Wave report to find out.
Smart Scheduling & Dynamic
Employee Engagement
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.
