Comments for Calabrio http://calabrio.com Wed, 11 Jan 2012 14:43:37 +0000 hourly 1 http://wordpress.org/?v=3.2.1 Comment on There Will Always Be Distractions by Levitra http://calabrio.com/589/#comment-185 Levitra Wed, 11 Jan 2012 14:43:37 +0000 http://calabrio.wordpress.com/?p=589#comment-185 Awsome resource! I’ve just shared it on Facebook. Awsome resource! I’ve just shared it on Facebook.

]]> Comment on When it Comes to Workforce Optimization, the Basics are Too Often Overlooked by larry marx http://calabrio.com/382/#comment-9 larry marx Sun, 21 Aug 2011 19:46:05 +0000 http://calabrio.wordpress.com/?p=382#comment-9 if the employee(agent) is not at their workstation at their scheduled starting time, they are out of adherence; that is to say, if they are scheduled to start at 8:00AM but in actuality don't start on a particular day until 8:15AM they are not present and handling calls (one of the three criteria required for tracking adherence)w/in their adherence specification. this should be trackable i have not found an absentee setting/calculation in WFM, other than pre-arranged absences... so, the 3 criteria, -agent is ‘active’ in the system -agent is scheduled -agent is present and handling calls cannot be effectively used to track adherence if the employee(agent) is not at their workstation at their scheduled starting time, they are out of adherence; that is to say, if they are scheduled to start at 8:00AM but in actuality don’t start on a particular day until 8:15AM
they are not present and handling calls (one of the three criteria required for tracking adherence)w/in their adherence specification.
this should be trackable

i have not found an absentee setting/calculation in WFM, other than pre-arranged absences…
so, the 3 criteria,
-agent is ‘active’ in the system
-agent is scheduled
-agent is present and handling calls

cannot be effectively used to track adherence

]]> Comment on Heating Up July by tomgoodmanson http://calabrio.com/605/#comment-14 tomgoodmanson Fri, 22 Jul 2011 19:33:16 +0000 http://calabrio.wordpress.com/?p=605#comment-14 Thanks Eugene. We have been working very hard to bring a unique integrated suite to the market and it is nice to have our efforts acknowleged. Thanks Eugene. We have been working very hard to bring a unique integrated suite to the market and it is nice to have our efforts acknowleged.

]]> Comment on Heating Up July by Eugene Liu http://calabrio.com/605/#comment-13 Eugene Liu Fri, 22 Jul 2011 19:28:50 +0000 http://calabrio.wordpress.com/?p=605#comment-13 Tom, Congrats on being featured in Customer Inter@ction Solutions! Happy to read about the wonderful things happening at Calabrio. Tom, Congrats on being featured in Customer Inter@ction Solutions! Happy to read about the wonderful things happening at Calabrio.

]]> Comment on When it Comes to Workforce Optimization, the Basics are Too Often Overlooked by Tom Goodmanson http://calabrio.com/382/#comment-8 Tom Goodmanson Tue, 04 Jan 2011 18:09:04 +0000 http://calabrio.wordpress.com/?p=382#comment-8 Larry, the product tracks adherence as the percent deviation from an established schedule. The industry standard for tracking absenteeism is that it is the adjustment of an agent schedule from a productive state (such as phone work) to a non-productive state (such as sick leave). In other words, if the agent's schedule is altered to sick and they do not show up for work - they are adhering to their schedule as the schedule states they will be out sick. It is common in the industry to track Adherence and Absenteeism as complementary metrics that are managed separately. This is because both show a lack of productivity by agents, however their root causes typically are different. Absenteeism could be due to medical issues, family issues, etc. and almost always are related to issues that are personal in nature to the agent. The product tracks both performance metrics, but tracks them separately. I hope this clears up some of your questions or concerns. Larry, the product tracks adherence as the percent deviation from an established schedule. The industry standard for tracking absenteeism is that it is the adjustment of an agent schedule from a productive state (such as phone work) to a non-productive state (such as sick leave). In other words, if the agent’s schedule is altered to sick and they do not show up for work – they are adhering to their schedule as the schedule states they will be out sick.

It is common in the industry to track Adherence and Absenteeism as complementary metrics that are managed separately. This is because both show a lack of productivity by agents, however their root causes typically are different. Absenteeism could be due to medical issues, family issues, etc. and almost always are related to issues that are personal in nature to the agent.

The product tracks both performance metrics, but tracks them separately. I hope this clears up some of your questions or concerns.

]]> Comment on When it Comes to Workforce Optimization, the Basics are Too Often Overlooked by larry marx http://calabrio.com/382/#comment-7 larry marx Wed, 29 Dec 2010 23:03:42 +0000 http://calabrio.wordpress.com/?p=382#comment-7 after implementing WFM 8.4.3 for UCCX it's disturbing to find that we cannot track adherence for zero attendance. if the system does not 'deduct' absences from an employee's (agent) adherence (i.e. does not track attendance) there is no way to get accurate adherence data. as the Calabrio support engineer explained it to me, 3 conditions must be met to track adherence. -agent is 'active' in the system -agent is scheduled -agent is present and handling calls so, if an agent is not present, by definition this is out of adherence', but since WFM does not factor overall attendance as part of the adherence calculation, any further adherence to schedule data is virtually useless. i hope this is addressed in a near-future release after implementing WFM 8.4.3 for UCCX it’s disturbing to find that we cannot track adherence for zero attendance.

if the system does not ‘deduct’ absences from an employee’s (agent) adherence (i.e. does not track attendance)
there is no way to get accurate adherence data.

as the Calabrio support engineer explained it to me,
3 conditions must be met to track adherence.
-agent is ‘active’ in the system
-agent is scheduled
-agent is present and handling calls

so, if an agent is not present, by definition this is out of adherence’, but since WFM does not factor overall attendance as part of the adherence calculation, any further adherence to schedule data is virtually useless.

i hope this is addressed in a near-future release

]]> Comment on Greetings from ACCE! by Eugene Liu http://calabrio.com/303/#comment-6 Eugene Liu Thu, 17 Jun 2010 18:37:07 +0000 http://calabrio.wordpress.com/?p=303#comment-6 Tim, it was good seeing you there and catching up. Hope you enjoyed the conference. Tim, it was good seeing you there and catching up. Hope you enjoyed the conference.

]]> Comment on What Is It About a Software Suite That Is So Compelling? by Kristen Jacobsen http://calabrio.com/230/#comment-5 Kristen Jacobsen Mon, 29 Mar 2010 18:14:32 +0000 http://calabrio.wordpress.com/?p=230#comment-5 Thanks for the comment, Paul. We agree! Thanks for the comment, Paul. We agree!

]]> Comment on What Is It About a Software Suite That Is So Compelling? by Paul Stockford http://calabrio.com/230/#comment-4 Paul Stockford Thu, 25 Mar 2010 19:59:28 +0000 http://calabrio.wordpress.com/?p=230#comment-4 The contact center industry is notoriously slow to change. There is also a fear factor involved in the move from a hardware-based solution to one that is software based, and that fear stems from the possibility of system failure and the inability to service customers. The advent of Web 2.0, however, is forcing a change of this mindset. Contact center executives will find it necessary to understand software suites as they find more of their customers looking toward social media as a means of communicating with companies they do business with. Astute buyers will also begin to realize that Web 2.0 means much more than facebook and twitter and will start to understand the value of software suites in the overall customer service function -- the function that extends beyond interacting with customers on social networking sites. The contact center industry is notoriously slow to change. There is also a fear factor involved in the move from a hardware-based solution to one that is software based, and that fear stems from the possibility of system failure and the inability to service customers. The advent of Web 2.0, however, is forcing a change of this mindset. Contact center executives will find it necessary to understand software suites as they find more of their customers looking toward social media as a means of communicating with companies they do business with. Astute buyers will also begin to realize that Web 2.0 means much more than facebook and twitter and will start to understand the value of software suites in the overall customer service function — the function that extends beyond interacting with customers on social networking sites.

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