Calabrio Workforce Management is a comprehensive software solution designed to optimize workforce operations in contact centers. It includes tools for forecasting, scheduling, real-time adherence, and analytics.

Key Features

Predictive Forecasting Accurately forecast call volumes and staffing needs.

• Uses historical data and machine learning.
• Identifies trends and anticipates changes.

Automated Scheduling Create efficient schedules for agents.

• Multi-skill scheduling optimization.
• Intraday adjustments for real-time changes.

Real-Time Adherence Monitor and adjust schedules in real-time.

• Customizable overviews of employee status.
• Immediate response to volume surges or drops.

Self-Scheduling Empower agents with control over their schedules.

• Agents can adjust their own breaks and shifts.
• Ensures staffing-level requirements are met.

Benefits

Improved Operational Efficiency Streamline workforce management processes.

• Reduce time spent on manual scheduling.
• Optimize staffing levels to meet demand.

Enhanced Employee Satisfaction Increase agent engagement and satisfaction.

• Provide agents with flexibility and control.
• Improve work-life balance for employees.