Calabrio Workforce Management (WFM)

Application

Developed by Calabrio

Updated 01/28/2022

Version 1.0

Agility for the modern contact center.

Calabrio WFM and Talkdesk enable your organization, 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.

Key features

Forecasting

Multi-skill, multichannel forecasting for both short- and long-term planning, as well as for trends and seasonality analyses.

Scheduling

Powerful, multi-skill scheduling-optimization engine for effective employee planning, considering work-hour legislation, demand, employee requests–and more.

Self-Scheduling

Enable your frontline employees to independently move their lunches and breaks for the day itself or coming 7 days. 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. Unleash the potential of your employees by removing stress & manual rigidity.

Gamification

Educate and motivate employees with badges and scorecards and reward top-performers based on metrics important to your business.

Additional information

Regions

EMEA - Europe, APAC - Asia Pacific, Middle East and Africa, Latin America, North America

Industry

Financial Services & Insurance, Travel & Hospitality, Healthcare & Life Services, Telecom, Public Sector, E-Commerce, Retail & Consumer Goods, Retail & Consumer Goods

Categories

Workforce Management, Messaging, Knowledge Base, Mobile Workforce, Gamification, Agent Coaching & Performance

Customer Segments

Enterprise, Strategic

Plans & Pricing