Donnez du ressort à votre personnel avec Calabrio Workforce Management
Unlock the full potential of your greatest asset: your people. AI-powered forecasting and automated scheduling connect skilled agents with customers at the right time. Intuitive self-scheduling gives agents greater freedom and flexibility. Calabrio WFM is modern workforce management software realized.
Power Up Your People with
Calabrio Workforce Management
Unlock the full potential of your greatest asset: your people. AI-powered forecasting and automated scheduling connect skilled agents with customers at the right time. Intuitive self-scheduling gives agents greater freedom and flexibility. Calabrio WFM is modern workforce management software realized.
The “new normal” is anything but business as usual for contact centers. Unprecedented labor challenges, the growing pains of remote/hybrid work models, and C-suite pressure to drive efficiencies through automation are all top of mind. Plus, customers expect more all around: more channels, more personalization, more empathy, and faster resolutions. Calabrio delivers analytics- and AI-powered contact center workforce management tools that help you maximize the potential of your people and rise to the challenges of this evolved world of work.
The New World of Work Needs Calabrio WFM
The “new normal” is anything but business as usual for contact centers. Unprecedented labor challenges, the growing pains of remote/hybrid work models, and C-suite pressure to drive efficiencies through automation are all top of mind. Plus, customers expect more all around: more channels, more personalization, more empathy, and faster resolutions. Calabrio delivers analytics- and AI-powered contact center workforce management tools that help you maximize the potential of your people and rise to the challenges of this evolved world of work.
Avec Calabrio Workforce Management, vous allez :
With Calabrio ONE, you will:
« Calabrio WFM nous offre la puissance prévisionnelle dont nous avons besoin pour être certains d’avoir toujours suffisamment d’agents pour étudier et traiter les alertes critiques envoyés par les moteurs de camion des sites miniers à travers le monde. »
« Calabrio WFM nous offre la puissance prévisionnelle dont nous avons besoin pour être certains d’avoir toujours suffisamment d’agents pour étudier et traiter les alertes critiques envoyés par les moteurs de camion des sites miniers à travers le monde. »
Les outils intelligents dont vous avez besoin pour travailler au plus haut niveau
Aujourd’hui, tous les centres de relation client modernes s’appuient sur l’analyse. Mais Calabrio intègre des capacités d’analyse de pointe à sa plateforme de WFM haut de gamme pour créer une boîte à outils efficace qui donne à vos responsables et agents les moyens de réussir.
Advanced analytics mines your historical data to accurately forecast call volume. Machine learning easily understands seasonality and anticipates acute spikes and lulls, giving you confidence in your scheduling.
Build and manage agent schedules with integrated visibility of all channels. Use multiskill scheduling optimization to ensure the right agents are available when and where they’re needed to deliver consistent coverage and service quality.
Intraday scheduling tools allow you to intuitively and instantly react to volume surges or ebbs. Use Grant, the AI-powered virtual assistant, to notify agents of time-off or overtime opportunities to quickly adjust staffing levels and avoid overtime.
The Calabrio My Time app gives agents the freedom and control to manage their schedules—anytime, anywhere. Agents can build their own schedules, set their own lunches and breaks, and even trade shifts. Simple parameters ensure you always maintain staffing-level requirements.
Calabrio WFM includes the built-in Data Explorer tool that makes it easy to build and automate custom reports that pull together WFM data with voice-of-customer, voice-of-employee, and other data from across the enterprise.
Les outils intelligents dont vous avez besoin pour travailler au plus haut niveau
Aujourd’hui, tous les centres de relation client modernes s’appuient sur l’analyse. Mais Calabrio intègre des capacités d’analyse de pointe à sa plateforme de WFM haut de gamme pour créer une boîte à outils efficace qui donne à vos responsables et agents les moyens de réussir.
Predictive Forecasting
Advanced analytics mines your historical data to accurately forecast call volume. Machine learning easily understands seasonality and anticipates acute spikes and lulls, giving you confidence in your scheduling.
Build and manage agent schedules with integrated visibility of all channels. Use multiskill scheduling optimization to ensure the right agents are available when and where they’re needed to deliver consistent coverage and service quality.
Intraday scheduling tools allow you to intuitively and instantly react to volume surges or ebbs. Use Grant, the AI-powered virtual assistant, to notify agents of time-off or overtime opportunities to quickly adjust staffing levels and avoid overtime.
The Calabrio My Time app gives agents the freedom and control to manage their schedules—anytime, anywhere. Agents can build their own schedules, set their own lunches and breaks, and even trade shifts. Simple parameters ensure you always maintain staffing-level requirements.
Calabrio WFM includes the built-in Data Explorer tool that makes it easy to build and automate custom reports that pull together WFM data with voice-of-customer, voice-of-employee, and other data from across the enterprise.
Optez pour une suite logicielle puissante pour les performances de votre personnel
Le logiciel de centre d’appels Calabrio WFM est l’un des piliers de la suite Calabrio ONE destinée aux performances du personnel. Calabrio ONE vous offre des outils complémentaires et intégrés en toute fluidité conçus pour l’enregistrement des interactions, la gestion de la qualité, l’analyse et la gestion des données. En d’autres termes, elle accroît la valeur de votre programme de WFM.
Score Every Customer
Interaction
Harness your richest source of brand intelligence. Capture every interaction across every channel using advanced speech-to-text, phonetic analytics, and more. Then, leverage predictive analytics to score each interaction so you have an accurate and in-depth understanding of agent performance.
Engage, Coach, and Motivate Agents
Give agents the feedback they crave with personalized dashboards that deliver real-time performance transparency. Inspire self-improvement among your agents with built-in gamification. And use focused analytics insights to make agent coaching more personalized and impactful.
Harness Your Data and Simplify Reporting
Easily connect data streams from anywhere in the organization. Then create and automate reports and deliver intuitive data visualizations that everyone across functions will appreciate. Embedded analytics surface key trends and actionable insights, giving you your own built-in data science team.
Score Every Customer
Interaction
Harness your richest source of brand intelligence. Capture every interaction across every channel using advanced speech-to-text, phonetic analytics, and more. Then, leverage predictive analytics to score each interaction so you have an accurate and in-depth understanding of agent performance.
Engage, Coach, and Motivate Agents
Give agents the feedback they crave with personalized dashboards that deliver real-time performance transparency. Inspire self-improvement among your agents with built-in gamification. And use focused analytics insights to make agent coaching more personalized and impactful.
Harness Your Data and Simplify Reporting
Easily connect data streams from anywhere in the organization. Then create and automate reports and deliver intuitive data visualizations that everyone across functions will appreciate. Embedded analytics surface key trends and actionable insights, giving you your own built-in data science team.
Calabrio WFM les a aidés à trouver un juste milieu entre les besoins de l’entreprise et ceux des agents. (TechValidate)