Calabrio Workforce Management
Elevate Your Approach to WFM
Forecasting and Planning
Enable strategic staffing and long-range planning.
Streamline daily scheduling workflows.
Flexible Optimization Tools
Agility to respond to evolving staffing needs.
Forecasting and Planning
Enable short- and long-range planning forecasts with capacity planning.
Advanced Forecasting & Modeling
Forecasts can be modeled for all channel and media types and any time period using historical data from one day to over a year. 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.
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 from enterprise staffing systems.
Streamlined Schedule Management
Calabrio’s modern and flexible schedule management offers power and 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 to comply with federal laws or trade union agreements all over the world.
Multi Skill Scheduling
Dynamically allocate resources in the most optimal manner, thanks to automated planning processes supporting complex, multi-skill environments for 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, such as absence, overtime and shift trade requests.
Scalable Multi-Site Support
Scale from five to 50,000 agents. Coordinate staffing across multiple contact centers, collaborate with business process outsourcers.
Add unscheduled agents quickly to a schedule at any time, based on the dynamically updated coverage.
Flexible Optimization Tools
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.
Drag and Drop Editing
Make quick and easy changes, preview performance impact down to the minute and instantly put changes into production.
Optimize any activity, such as agent break and lunch assignments, but also production activities, such as phone, chat, e-mail, back-office in order to better utilize staff for better coverage.
Monitor and balance call volume, available agents and service levels.
Gain an overview of the current situation with the most recent information, enabling you to monitor and balance call volume, available agents and service levels, and spot behaviors and trends to prevent and solve situations that may require action.
Secure employee schedule adherence by using real-time feeds to compare scheduled activities to actual states down to a very detailed level of granularity.
View changes to an agent’s schedule, made by you or other users, and restore back to a previous iteration.
EMPLOYEE MOBILITY, SELF-SERVICE
Foster a thriving company culture and increase employee ownership
Agents can view their schedules, enter time off, trade shifts with their team all from any mobile device, anytime, anywhere.
Automate processes for vacation requests and other ad-hoc absences, thanks to visual indicators based on service level targets or budgeted allowance. Agents get instant feedback of request approval, denial or placement on a waitlist.
Agents can trade shifts with their colleagues based on customized rules established by the planning team. Trade requests are sent between employees for approval or denial and schedules are updated in real time with instant notifications to involved parties.
Agents can enter their availabilities and preferences which are combined with the company’s rule-based schemes and service level targets.
Enable agents to independently move their lunches and breaks. Schedules are updated instantly once moves are made. Parameters set by management and automated staffing monitoring mean zero managerial intervention is required and there is no impact on customer service levels.
Stay in control and get help when you really need it as agents can input when they may be available to work overtime as well as request to work overtime, for instance if an unexpected increase in traffic volume occurs, or during flu season.
Keep agents informed of future schedules and up to speed with significant schedule changes with the mobile app immediate push notifications.
Empower employees and the organization with a WFM chatbot that monitors intraday staffing levels alongside employees’ unique skill sets and then notifies staff of time-off schedule options via chat messaging in the Agent portal/app. Requests are automatically handled in the chat conversation if accepted.
Schedules can be synced with the employee’s personal calendar (such as iCal, Google Calendar, Outlook etc.) or shared with family and friends to enable efficient organizing of events.
Increase motivation and engage your employees in a fun, game-like competition to drive performance and productivity. Set up customized targets for adherence, AHT, CSAT or any external measure via a simple data import and follow up on ranks and received badges on the leaderboard to reward them.
Ready for more?