Trusted by global brands
WFM Demo
See how Workforce Management works
Explore our agile, scalable workforce management platform built for the modern contact center.
Demo Type
Feature
- Calabrio One Suite
- Workforce Management
WFM Features
Solutions for simpler workforce management
Empowered employees deliver better service. Support agents and managers with all the tools they need to efficiently deliver exceptional experiences that drive customer loyalty.
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.
Scheduling issues were eating up the Shopify Workforce Planning team’s time. Implementing modern, automated scheduling tools saved them more than 40 hours per week on vacation planning alone while simplifying global complexity.
“The flexibility and mobility of Calabrio has enabled us to expand operations to meet an international audience, as well as to schedule a global, remote agent workforce.”
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
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
FAQS
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 and optimize operational costs and efficiency. In a customer service operation like a modern contact center, 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 traditionally have had to complete manually, such as forecasting customer interaction volume, scheduling agents, and managing intraday schedules. Typically, WFM solutions are available as standalone software or integrated within contact center, calling, and human resources platforms.
Workforce management tools should provide features and capabilities designed to empower, educate, and manage the workforce. Key features to look for in your call center’s workforce management solution 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 contact center WFM software 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.
