More WFM than Ever
More than Workforce Management
More than Workforce Management
Meet the Moment: Agility for the Modern Contact Centre.
Calabrio workforce management is designed for the modern contact centre and the modern workforce. Through employee empowerment tools, intelligent automation, customised reporting and global support, Calabrio’s WFM solution addresses the acute needs organisations face in today’s challenging environment, while helping navigate the evolving world of work going forward.
Calabrio WFM is a highly agile and scalable workforce management platform that allows delivery of seamless experiences for customers, agents and contact centre managers—no matter where employees are working
The Demands of a New Era
We are committed to helping you resolve the specific challenges of this new era. Whether you are a C-level executive looking to keep up with new innovations, a contact centre director trying to retain employees or a workforce management specialist seeking more flexibility in scheduling – we’ve designed the new Calabrio WFM just for you.
Challenges facing the modern contact centre
C-Suite / VP
Our organisation is constantly evaluating how we can streamline our customer service processes, improve employee morale, and provide a better customer experience. I don’t feel we have the tools and technology to optimise these areas.”
Streamline customer service processes through robust intelligent automation tools and improve employee morale by empowering employees through ownership of their performance metrics and with a variety of employee empowerment tools and mobile self-service capabilities. Happy employees mean happy customers.
Contact Centre Director
It’s hard to meet customer expectations with our current employee attrition levels. I want to run a flexible organisation where people want to work and where we are not falling into a cycle of continuous hiring and training, which increases our costs and impacts customer service.”
Calabrio WFM’s self-service and dynamic scheduling technology will match the dynamism of your operations / employees, fostering a more flexible, desirable working environment that meets the needs of your remote, hybrid or on-site employees
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. I want to give our employees more of a say in their schedules while they work from home, but I feel it would impact our customer service. We don’t have the right tools.”
Incorporate powerful technology into your WFM processes via self-service tools that give your employees more input into their schedule and automated contact centre 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 insight or influence on my career development.”
Provide greater visibility into your employees’ performance metrics through personalised dashboards containing the data that matters most to them. Leverage employee empowerment tools such as Grant and Self-scheduling from either the employees mobile device or desktop
Calculate your savings with intelligent workforce management automation
Discover your company’s money & time savings with Calabrio’s instant calculator
WFM for a New ERA
Calabrio WFM enables your organisation, through its core functionality, to plan and manage their operations through advanced forecasting, dynamic scheduling, and intelligent automation, while also providing the tools and technology to empower, educate and lead today’s workforce
MORE WORKFORCE MANAGEMENT THAN EVER
EASILY CREATE MORE ACCURATE FORECASTS AND SCHEDULES
- Build precise forecasts in minutes – not days. Easily create multi-skill, multichannel forecasting for both short- and long-term planning, as well as for trends and seasonality analyses.
- Streamline workflows. Build schedules in minutes with a powerful, multi-skill scheduling-optimisation engine for effective employee planning, while considering work-hour legislation, demand, employee requests–and more.
- Automate Forecasting – Compare and apply a suggested forecast to your existing one. Or take it one step further and put your skills on auto-pilot using Machine Learning, by automatically generating a rolling forecast for a user-defined number of days into the future.
REDUCE OVERSTAFFING AND OVERTIME WITH INTELLIGENT AUTOMATION
- 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.
- Make rapid changes using drag and drop schedule editing to update schedule activities, start/stop times, and other actions automatically.
- Build your own schedule by adding work hours on an unscheduled or scheduled day. Automatically schedule lunch/breaks based on predefined rules
- Move your lunches or breaks through self-service drag and drop functionality in smartphone and on laptop
- Get notifications from Grant, your virtual assistant when voluntary time off or overtime is available to you. Use a conversational flow to easily make the change
- Trade shifts with your colleagues without team leader/administrator intervention – while maintaining staffing-level requirements
- My Life, My Time.
Calabrio WFM allows agents to stay informed of their upcoming scheduling or make changes through the mobile app
MORE THAN WFM
UNLOCK THE POWER OF YOUR DATA
- Unlock the Power of Your Data. Customise your reporting with key metrics that mean the most to your contact centre. Reports and dashboards can be created so that users all have access to information and up to date data that was previously difficult to obtain and combine.
- Quick Insights at Your Fingertips. Create customised dashboards power by Data Explorer technology with most meaningful data to you presented on your homepage experience when you login. With the ever-changing contact centre environment quickly adjust the metrics on your homepage to stay informed at a quick glance and dig into areas that need focus all while on your homepage.
- Gamification – Promote Agent Performance and Development Educate and motivate employees with badges and scorecards and reward top-performers based on metrics important to your business.
AUTOMATION WITH A HUMAN TOUCH
- Analytics-fuelled workflows powered by the Calabrio ONE suite help you harness the voice of your customer and enhance employee engagement.
- Maximised mobility & self-service: Let employees not only influence their schedule but actually manage it through advanced automation
DISH empowers employees through preference-based scheduling
Get a live look at intelligent workforce management.
Complete Guide to
Learn more about Workforce Management, the components of a WFM solution, the challenges & Emerging WFM best practises
DMG 2020-2021 WFO
Product and Market Report
Product and Market Report
Calabrio receives perfect customer satisfaction scores in 2020 – 2021 DMG WFO Report