Elevate Your Approach to WFM
Enable strategic staffing and long-range planning.
Streamline daily scheduling workflows.
Agility to respond to evolving staffing needs.
Enable short- and long-range planning forecasts with capacity planning.
Forecasts can be modeled using historical data from one day to over a year.
Plan hiring based on staffing needs, time to hire, attrition, and user configured stages of the hiring process.
Produce reports to identify resource needs over an established timeframe including resources such as agents, supervisors, trainers, computers, phones, desks, etc.
Establish budgetary estimates over a defined time frame based on user configured data such as average wage rates, average costs, etc.
Vacation planning tools synchronize time-off accrual and vacation allotments, including integration with human resource systems (HRMS) to capture vacation and sick leave in enterprise staffing systems.
Dynamic Scheduling, Calabrio’s modern approach to shift-bidding, offers scheduling agility to support the evolving staffing needs of the business.
Agents indicate their availability and shift preferences.
Set minimum/maximum paid-hour restrictions and other business rules to govern scheduling.
Agents with multiple skills can be scheduled based on the forecasted load for each skill at each interval.
Reward agents with schedule priority based on performance, rank, seniority or other appropriate business parameters.
Rule-based approval workflows for employee scheduling requests.
Scale from five to 50,000 agents. Coordinate staffing across multiple contact centers.
Automate scheduling workflows and simplify day-to-day processes.
Eliminates manual efforts associated with intraday schedule adjustments for unforeseen changes in staffing requirements (like absenteeism, inclement weather or news incidents) by automatically coordinating overtime or voluntary time off opportunities.
Make quick and easy changes, preview performance impact down to the minute and put changes into production.
Optimize agent break and lunch assignments in order to better utilize staff for better coverage.
Monitor and balance call volume, available agents and service levels.
Agents receive immediate alerts to changes in their schedules.
Agents can view their schedules, enter time off, trade shifts all from any mobile device, any time.