Calabrio WFM
Calabrio Workforce Management (WFM), backed by Wilmac’s decades of expertise, empowers your team with intuitive forecasting and scheduling solutions that drive success for your customers and agents.
Empower
Give your employees the autonomy to create schedules that work for them.
Educate
Boost transparency and communication with personalized metrics.
Manage
Optimize workforce operations and adapt to evolving challenges through team insights.
Put the right people in the right place, at the right time. Let’s talk! >>
Are you Struggling with these Contact Center Challenges?
Poor Scheduling & Forecasting
Predictive tools like Calabrio WFM build precise forecasts, ensuring you have the right agents on hand for both busy periods and slower times. Optimizing complex, multi-skill scheduling is a requirement.
Ineffective Staffing Models
Your historical data and real-time insights are unused and therefore unable to prepare you for demand fluctuations. Calabrio WFM allows you to respond to surges or lulls with intraday scheduling tools to maintain optimal service levels and prevent overstaffing.
Administrative Slowdowns
Administrative tasks like schedule approvals and shift changes are painful manual processes. You need more time to focus on coaching and team engagement rather than paperwork, and utilize automation to simplify tasks.
Contact Center Agent Turnover
You need to retain agents to ensure maximized shift coverage. Calabrio WFM empowers your agents with control over their work-life balance via a mobile app that enables them to manage their schedules, adjust breaks, trade shifts, and request time-off with ease.
Calabrio WFM & Wilmac Tech: Maximize Your Best Asset
Self-Scheduling
Empower your agents to manage their own schedules—whether it’s booking vacation time, trading shifts, or adjusting overtime availability—while still meeting staffing needs.
Gamification
Motivate your team with engaging tools like badges and scorecards, rewarding top performers based on key metrics like Average Handle Time (AHT) and First Call Resolution (FCR).
Personalized Dashboards
Provide agents and managers with customized dashboards that track performance metrics in real-time, ensuring everyone has the data they need to stay aligned and informed.
Real Time Adherence
Easily monitor employee status and adherence to schedules with customizable dashboards. Make real-time adjustments to maintain service levels without interrupting operations.
Maximize your operational efficiency with seamless workforce management. Learn more >>
Where Wilmac Technologies Specializes
Contact Centers
You control 50-500 agent contact centers and require an automated solution to maximize coverage, improve CX, and retain employees.
Public Safety Organizations
You manage a pubic safety answering point (PSAP) and need constant zone coverage to ensure every emergency is answered.