WFM Solutions
Contact Center Workforce Management Software:
Empower Agents, Elevate Your Brand
Empower Agents, Elevate Your Brand
Unlock the full potential of your greatest asset–your people–with the world’s best WFM software for modern contact centers.
Meet demands and elevate quality with predictive forecasting and automated agent scheduling.
Empower agents with intuitive self-scheduling options and AI-driven reporting.
Seamlessly integrate contact center WFM tools with unified suite of performance tools.
Meet demands and elevate quality with predictive forecasting and automated agent scheduling.
Empower agents with intuitive self-scheduling options and AI-driven reporting.
Seamlessly integrate contact center WFM tools with unified suite of performance tools.
WFM Demo
See how Workforce management works
Explore our agile, scalable workforce management platform built for the modern contact center.
WFM Features
Workforce management solutions
Empowered employees deliver better customer service. Support your agents and managers with all the tools they need to deliver seamless, elevated customer experiences.
Predictive Forecasting
Advanced analytics mines your historical data to accurately forecast call volume. Machine learning easily understands seasonality and anticipates acute peaks and valleys, delivering exceptional predictive modeling for contact centers–and peace of mind for managers.
Omnichannel Scheduling
Build and manage agent schedules with integrated visibility of all channels, and in light of the most complex labor laws and work requirements. Use multi-skill scheduling optimization to ensure the right agents are available when and where they’re needed to deliver consistent coverage and service quality.
Intraday Schedule Adjustments
Intraday contact center scheduling tools allow you to intuitively and instantly react to volume surges or ebbs in demand. Use Grant, the AI-powered virtual assistant, to notify agents of time-off or overtime opportunities to quickly adjust staffing levels and avoid inefficiencies.
Agent Self-Scheduling
The Calabrio My Time app gives agents the freedom and control to manage their schedules—anytime, anywhere. Agents can build their own schedules, adjust their own lunches and breaks, and even trade shifts. Simple parameters ensure you always maintain staffing-level requirements.
Powerful Contact Center BI Tools
Our AI-fueled business intelligence tools take self-service reporting to a new level. WFM users have access to up-to-date data that was previously difficult to obtain and combine. Quickly build and automate custom reports, easily analyze different data sets, create ad-hoc reports and more.
Real-Time Adherence (RTA)
Monitor employee status with customizable overviews in real time. Visible alongside schedules and employee state data, RTA info makes tracking adherence and adjusting schedules effortless.
Case Studies
A trusted ally to leading brands looking to empower employees and maximize performance
Explore how Calabrio has helped leading brands overcome challenges and unlock competitive advantages.
GE Appliances
GE Appliances lacked effective WFM and QM solutions. Using Calabrio ONE and Amazon Connect, they unlocked incredible gains in efficiency and adherence while shrinking attrition by 25%.
Dojo
This premier payment provider needed a WFM upgrade. After introducing Calabrio WFM, Dojo saw a 25% increase in efficiency, a 20% decrease in attrition rates, and more incredible results.
Shopify
Scheduling issues were eating up the Shopify Workforce Planning team’s time. Implementing modern, automated scheduling tools from Calabrio saved them more than 40 hours per week on vacation planning alone while simplifying global complexity.
Calabrio ONE
One Suite to Understand and Elevate All Interactions
Get the best-in-class tools you need in one fully integrated workforce performance suite.
Impact by the Numbers
The statistics speak for themselves
Calabrio’s leading workforce management software is designed to unlock your workforce’s full potential. And it’s trusted by top brands because it delivers incredible impact.
Customer Reviews
Leaders in workforce management customer satisfaction
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
Charles Angelo V.
Outsourcing/Offshoring Quality Analyst
“This is the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to avoid lost hours. You can also access daily records of agents' workflows. Work avoidance can be easily determined by this tool.”
Brian W.
Mid-Market Workforce Management Planner
“I was a long-term user of a different WFM tool when I started using Calabrio to assist with forecasting and scheduling. It was a very intuitive learning curve to input call volumes and forecasts based on historical drivers. I find it very easy to set up new users and build schedules.”
Charles Angelo V.
Outsourcing/Offshoring Quality Analyst
“This is the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to avoid lost hours. You can also access daily records of agents' workflows. Work avoidance can be easily determined by this tool.”
Lisa P.
Enterprise Workforce Analyst
“We have a global workforce and Calabrio has been absolutely instrumental in allowing us to schedule and manage coverage worldwide.”
FAQS
Explore our most asked questions
Looking for help? Get answers to some of the most frequently asked Workforce Management questions.
Workforce management, or WFM for short, refers to the processes and tools organizations use
in order to maximize the productivity of their employees. In customer service, effective
workforce management is essential to ensuring that agents are available and equipped to
handle customer inquiries efficiently and satisfactorily.
Learn more about the importance of contact center workforce management.
Workforce management solutions are software-based tools designed to enable organizations to
accomplish—and accelerate—the workforce management tasks that contact centers often have
to accomplish manually, such as forecasting volume, scheduling agents, and managing intraday
schedules. Workforce management solutions are often available as standalone software or
integrated with contact center, calling, and human resources platforms.
Workforce management solutions should provide features and capabilities designed to empower, educate, and manage the workforce. Key features to look for in your workforce management software of choice include:
- Demand forecasting: Predict future staffing needs based on historical data, seasonality, and other factors.
- Scheduling and shift management: Optimize scheduling for effective employee planning and accommodate employee requests with self-scheduling tools.
- Performance and quality management: Track and better understand employee performance as well as service delivery.
- Education and engagement solutions: Motivate, empower, and develop team members to drive better business outcomes.
Calabrio WFM is designed to deliver seamless experiences for customers, agents, and contact
center managers no matter where agents are working—remotely, on-location, or a mix of the
two.
See more about our remote workforce solutions, and for additional advice from our experts,
read our complete guide to managing a remote workforce.
Ready to get started?
Get started with streamlined WFM Solutions now
See Calabrio WFM with a free demo.
