Expert WFM & Analytics
Managed Services
Managed Services
Maximum Value—Minimum Burden
Contact centre budgets are stretched thin. Core teams are already consumed with day-to-day operations challenges. You know there’s value in your customer interaction data—but it can be a struggle to find the resources to fully leverage those insights. Calabrio Workforce Management (WFM) and Analytics Managed Services solve this challenge by managing these technologies on your behalf—maximising the value of Calabrio technologies while minimising your burden.
Expert WFM & Analytics
Managed Services
Managed Services
Maximum Value—Minimum Burden
Contact centre budgets are stretched thin. Core teams are already consumed with day-to-day operations challenges. You know there’s value in your customer interaction data—but it can be a struggle to find the resources to fully leverage those insights. Calabrio Workforce Management (WFM) and Analytics Managed Services solve this challenge by managing these technologies on your behalf—maximising the value of Calabrio technologies while minimising your burden.
Make the Tools Work for You—Not the Other Way Around
Let our experts digest and distill your WFM and voice-of-the-customer data. We deliver the actionable insights. You focus on delivering new value to your customers and your business.
An Immediate Value and an Ongoing Advantage
Calabrio Managed Services enable businesses to quickly realise value from Calabrio WFM and Analytics solutions—and gives the organisation ongoing access to the latest expertise to provide a powerful business advantage.
Focus On Your Strengths
Calabrio experts take on the heavy lifting of managing WFM and Analytics solutions, so your team can focus on what you do best.
Customise to Fit Your Team Needs
Decide which services to offload to Calabrio experts—and which ones to keep internally.
Reduce Overhead
Let Calabrio carry the costs of staff training and benefits.
Skip the Hiring & Training Hassle
Calabrio staff deliver deep WFM and analytics expertise from day one.
Get Guaranteed Reliability
No need to worry about scheduling, absence or turnover. Calabrio experts are your most reliable team members.
Access Leading-Edge Skills & Best Practises
Calabrio experts remain at the forefront of innovative contact centre strategies, constantly hone new skills and consistently bring fresh ideas and insights to your business.
Managed WFM Services
Tiered service to fit your needs.
Half
Business Discovery
In-depth analysis of business environment and processes to identify unique business needs and opportunities that can be addressed through targeted WFM.
Forecast Analyst
Generates volume forecasts based on advanced analysis of historical data, manages ad hoc ‘What If’ requests and delivers forecast accuracy reports.
Reporting Analyst
Develops and delivers reports and in-depth analysis of contact centre performance and offers practical action plans.
Intraday Coaching
Provides real-time feedback on staffing performance to ensure service levels are met and resources optimally used.
Full
Scheduling Analyst
Consultative support provides options and solutions to help balance staff requirements and preferences with business and service-level goals.
System Administrator
Configures the WFM application and builds settings to fit customised key performance indicators.
Business Discovery
In-depth analysis of business environment and processes to identify unique business needs and opportunities that can be addressed through targeted WFM.
Forecast Analyst
Generates volume forecasts based on advanced analysis of historical data, manages ad hoc ‘What If’ requests and delivers forecast accuracy reports.
Reporting Analyst
Develops and delivers reports and in-depth analysis of contact centre performance and offers practical action plans.
Intraday Coaching
Provides real-time feedback on staffing performance to ensure service levels are met and resources optimally used.
Additional Offerings
Ad Hoc Requests
- Dynamic Scheduling
- Schedule Optimisation
- Upgrade Support
- Skill Analysis
Managed Analytics Services
An expert partnership to drive your analytics engine.
Business Objectives Review
– Monthly
Monthly in-depth review to identify and prioritise key objectives in the contact centre and across the business.
New Business Initiatives
– Monthly
Focusing on a unique business initiative each month to drive discovery and growth.
Analytics Phrase Tuning
– Weekly
Developing, testing and refining phrases to enable an agile-yet-targeted analytics strategy.
Configure Customer Analytics Dashboards
– Monthly
Building intuitive dashboards that display your most relevant metrics, trends and patterns.
Analytics Findings Report and Business Results Review
– Monthly
Highlighting documented trends and interactions of interest, assessing impacts on defined business goals and providing recommended actions based on leading best practises.
Health Checks
– Annually
Reviewing and adjusting your overall analytics strategies and initiatives as your customers and business evolve.
