Retail and Ecommerce:
Contact Centre and WEM Software
Contact Centre and WEM Software
Enhance agent and customer experiences with our innovative true-cloud workforce engagement management (WEM) solutions for retail and ecommerce teams, designed to transform first-time shoppers into devoted brand advocates.
Agent-driven workforce engagement solutions for retail: elevate service for the modern shopper
As the retail and ecommerce landscape shifts towards online shopping, delivering seamless customer experiences while optimising operations and ensuring security is critical. Calabrio’s leading workforce management solutions streamline staffing and improve efficiency across contact centres and online platforms. Our interaction analytics tools provide valuable insights into the customer journey, allowing brands to anticipate needs, enhance omnichannel experiences, and reduce operational costs. With comprehensive call recording and quality management, Calabrio ensures high service standards and robust data protection, empowering retail brands to meet customer expectations and stay competitive in an increasingly digital market.
Deliver a seamless customer journey from discovery to post-purchase
Retail Workforce Management
With diverse customer expectations and the need for both in-store and digital services, managing your workforce across contact centres, back-office, and retail locations is crucial for enhancing customer and employee experiences. Calabrio WFM leverages historical data and machine learning to forecast interactions and predict seasonal trends, enabling agile scheduling that meets the modern shopper’s demands. From digital-first to omnichannel contact centres, Calabrio WFM integrates data across all channels, ensuring accurate staffing, consistent service quality, and efficient operations in a complex retail environment.
Quality Assurance and Management
Calabrio Quality Management elevates performance by automating the assessment of key customer interactions. Your QA teams will benefit from streamlined scoring, prompt feedback delivery, and the development of personalised coaching programmes. With comprehensive progress tracking, you’ll ensure continuous improvement, uphold high service standards, and support ongoing development – leading to enhanced customer interactions and increased operational efficiency.
Agent and Bot Analytics
As conversational AI bots become more prevalent in the retail sector, measuring their effectiveness is crucial. Calabrio’s Agent and Bot Analytics offers comprehensive insights into both human and automated interactions. By integrating call recording and Voice of the Customer data, our interaction analytics tools provide detailed performance analysis and feedback for agents and bots making sure you provide a seamless customer journey from discovery to post-purchase. Advanced analytics help optimise workflows, enhance customer interactions, and ensure compliance, driving operational efficiency and continuous development across your team and automated systems.
A workforce engagement platform built for customer-first retail and ecommerce brands
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Ensure data protection
Leverage Calabrio’s advanced security features and compliance tools to protect sensitive financial data, build customer trust, and prevent fraud effectively.
Optimise staffing
Implement Calabrio’s sophisticated forecasting tools to align staffing levels with transaction volumes, ensuring operational efficiency and effective labour cost management in both retail and contact centre environments.
Compliance monitoring
Use Calabrio’s monitoring tools to review employee interactions, ensuring adherence to regulations and company policies, and maintaining high service standards.
Customer interactions
Uncover trends, anticipate customer needs, and adjust operations proactively to meet seasonal demands.
Voice of the customer
By integrating customer feedback, our analytics tools deliver actionable insights to improve service delivery and customer satisfaction.
Agent training
Personalised coaching programmes and performance tracking support continuous development, enhancing both agent skills and overall wellbeing.
Our customer’s say it better than we do
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“Calabrio ONE has delivered significant benefits to our business including improved occupancy, self-scheduling, and has increased the efficiency of our planning team. Calabrio WFM has helped us plan in a more fair and effective way, that empowers our frontline Partners and tangibly increases job satisfaction.”
Neil Rigby
Partner & Customer Care Technology Lead at John Lewis Partnership
“Our agents have been questioning why we never got Calabrio sooner! With Calabrio in place, requests can be effortlessly submitted, and responses are received immediately. Agents are now able to see their colleagues’ schedules, making it easier for shift swaps and lunch coordination – driving agent morale.”
Paul Gardner
Resource and Planning Manager at Haier Smart Home
Stay in the know
Blog Post
Managing supply chain disruption and customer service: Mitigating the impact on contact centres
Webinar
Building cross-departmental relationship with WFM and QM teams – Featuring John Lewis Partnership
FAQs
Retail workforce management is the strategic process of planning, scheduling, and optimizing staff resources to meet the fluctuating demands of the retail environment. It involves forecasting customer traffic, aligning staffing levels with peak hours, and ensuring employees have the necessary skills and training to deliver exceptional customer service. Effective retail WFM balances operational efficiency with the need to create a positive customer experience, ultimately driving sales and customer satisfaction.
Calabrio is committed to safeguarding your data and ensuring regulatory compliance through a comprehensive set of security and compliance measures. Our compliance programmes include:
- ISO 27001 Certificate: An annual audit verifies our adherence to international information security standards.
- PCI-DSS Attestation of Compliance (AoC): We undergo annual audits to ensure our systems meet the stringent requirements for handling payment card
information. - SOC2 Type II Report: This annual audit assesses the effectiveness of our controls related to security, availability, processing integrity, confidentiality, and privacy.
- Penetration Tests: Conducted at least annually, these tests identify and address potential vulnerabilities in our systems.
- Vulnerability Scans: Performed at least monthly to detect and mitigate potential security threats.
Calabrio ONE is designed to help retail and ecommerce brands meet a wide range of standards, laws, and regulations, including:
- GDPR: Ensuring compliance with data protection and privacy regulations in the European Union.
- CCPA: Adhering to the California Consumer Privacy Act for data privacy and protection.
- HIPAA: Supporting compliance with the Health Insurance Portability and Accountability Act for handling sensitive health information.
- MiFID: Meeting the requirements of the Markets in Financial Instruments Directive for financial markets.
- PCI-DSS: Maintaining standards for the secure handling of payment card data.
- ISO 27001: Aligning with global standards for information security management.
- SOC2 Type II: Complying with reporting standards for secure and reliable service delivery.
With these advanced measures in place, Calabrio ensures that your data remains secure and compliant with essential regulatory requirements.
Calabrio supports fraud prevention through a range of advanced features and tools:
- Call Recording and Analytics: By recording and analysing customer interactions, Calabrio helps detect suspicious behaviour patterns and provides valuable
evidence for identifying potential fraud. - Real-Time Monitoring: Our solutions offer real-time analytics and alerts, enabling immediate response to unusual or potentially fraudulent activities.
- Voice of the Customer Insights: By integrating Voice of the Customer data, Calabrio helps uncover anomalies in customer feedback that may indicate fraudulent behaviour.
- Compliance and Security: Calabrio’s adherence to rigorous compliance standards, such as PCI-DSS and ISO 27001, ensures that your data is secure and protected
against unauthorised access. - Automated Quality Management: Our quality management tools assess interactions for signs of fraud, helping to maintain high standards and detect irregularities early.
These capabilities collectively enhance your fraud prevention strategy, making it easier to safeguard your customers against fraudulent activities.
Retail customer interaction analytics is the process of capturing and analysing data from every customer interaction. This includes phone calls, emails, chats, social media interactions, and even in-person conversations. By scrutinising this data, banks can gain deep insights into customer preferences, pain points, and emerging trends. This information goes beyond surface-level feedback and uncovers underlying drivers of customer behaviour. Interaction analytics is the key to understanding the “why” behind customer actions, which is essential for making informed decisions and tailoring services to meet specific needs.
