Calabrio WFM: Because Your Agents Deserve the Best—Wherever They Are

A handy guide to perfecting your workforce scheduling with technology that enables agent flexibility and autonomy.

At long last, employee engagement is top of the agenda as organizations the world over recognize the importance of agent wellbeing in meeting rising customer expectations. Incredibly, the majority (84%) of contact center managers now rank agent engagement scores as the most important measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%).

Where agent empowerment is concerned, making investments in the right tools and technology is the number one priority for many contact centers today (42%). In a world where the workforce and workplace are no longer fixed, it comes as no surprise that more than a third consider flexible working (34%) and greater support for a remote/hybrid work environment (32%) as pre-requisites for agent happiness.

The great thing is Calabrio’s Workforce Management (WFM) solution has the answer to all three. So much more than a simple ‘right time, right place’ scheduling tool, Calabrio WFM is the only true and complete Workforce Engagement Management (WEM) suite that is designed to help agents be their very best to drive exceptional CX and customer loyalty.

7 reasons to choose Calabrio WFM

Calabrio offers the best WFM solution on the market, but it absolutely crushes the competition even harder on employee engagement. Create a flourishing frontline team with Calabrio’s comprehensive range of pre-and-post scheduling capabilities in one integrated package:

1. The Ultimate in Lifestyle Scheduling
   Before Calabrio WFM, contact center agents often felt powerless when it came to their schedules. They had limited control over their work hours and struggled with achieving a healthy work-life balance. With Calabrio WFM, agents now have the power to influence their schedules and experience a new level of flexibility. Whether it’s attending a child’s school play, pursuing a hobby, or simply taking some much-needed personal time, Calabrio WFM allows agents to seamlessly update their schedules, ensuring they don’t miss out on life’s precious moments.
2. Frontline Voices Matter
   Calabrio WFM effortlessly gathers your agents’ shift preferences and allows them to share their availability even before schedules are generated and finally published. It also offers a robust shift bidding module that helps WFM Admin teams know what schedules are desired by agents with specific skill sets. This level of control fosters a sense of ownership and engagement among agents, leading to improved job satisfaction and productivity.
3. Agents in the Driver’s Seat
   Once your shifts are published, Calabrio WFM continues to put agents in the driver’s seat, offering a range of options to shape their schedules themselves whatever customer or domestic challenges cross their path. Agents are able to trade whole shifts with other colleagues or trade just a portion of their shifts. This provides an additional level of flexibility and of course, fosters a greater sense of engagement and empowerment.
4. Freedom To Move Throughout the Day
   Agents can independently manage their breaks and lunches, adjusting them to align with personal needs or preferences as unexpected events occur during the day. With Calabrio WFM, agents have the freedom to take ownership of their workdays beyond simply trading shifts and modifying breaks. They are granted the power to add hours to their schedules, either when additional coverage is needed or to benefit from extra paid overtime.
5. Introducing Grant – Modern-day Butler for Agents
   Additionally, Calabrio WFM offers the support of Grant, a bot driven by Artificial Intelligence (AI). Designed with employee engagement in mind, Grant assists agents in finding the best times to leave early or pick up extra hours, considering both business needs and individual preferences. This level of flexibility and intelligent automation streamlines the scheduling process and enhances the agent experience.
6. Wherever, No Matter
   In today’s mobile-centric world, accessibility is crucial. Calabrio WFM understands this and offers a mobile app that empowers agents to manage their schedules from the convenience of their smartphones. Whether it’s submitting availability preferences, trading shifts, or adjusting breaks, agents have the flexibility to take control of their schedules on the go. The Calabrio WFM mobile app ensures that agents can actively participate in schedule management, regardless of their location, enabling them to strike a balance between work and personal life with ease.
7. We’ve Got Workplace Compliance Covered
   Operating a global contact center is a complex task, especially when it comes to complying with local employment laws. Many of our customers rely on Calabrio to humanize their WFM platform, configuring the tech to automatically take into consideration global work regulations as well as the legal parameters of individual agent contracts. So, whether it’s EU working time directives, the French 35-hour working week, German Arbeitszeitgesetz, Swedish Arbetstidslagen or respecting the prayer needs of employees in the Middle East, your agents—and your organization —are always protected, wherever they are.

WFM in Your Pocket

Use this handy ‘at a glance’ guide to master the art of scheduling and empower your agents:

Want to dive deeper? Watch the Calabrio WFM recorded demo.