Calabrio WFM
As your contact center grows and evolves, maintaining efficiency and employee satisfaction becomes increasingly complex. 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, agents, and entire organization.
Empower
Give your employees the autonomy to create schedules that work for them, enhancing flexibility whether they’re in the office or remote.
Educate
Boost transparency and communication with personalized metrics that keep everyone aligned and performing at their best.
Manage
Gain intelligent oversight of your team with real-time insights, allowing you to optimize workforce operations and adapt to evolving challenges.
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What makes Calabrio WFM different?
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.
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.
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).
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.
Why Calabrio WFM?
Improve Forecasting & Scheduling
Use predictive tools to build precise forecasts, ensuring you have the right agents on hand for both busy periods and slower times. Optimize complex, multi-skill scheduling in minutes.
Build Effective Staffing Models
Utilize historical data and real-time insights to prepare for demand fluctuations. Respond to surges or lulls with intraday scheduling tools to maintain optimal service levels and prevent overstaffing.
Accelerate Administrative Workflows
Leverage intelligent automation to simplify administrative tasks like schedule approvals and shift changes. Allow managers to focus more on coaching and team engagement rather than paperwork.
Engage & Retain Contact Center Agents
Empower 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.
Why Wilmac Technologies?
Put our expertise to work with the Calabrio WFM product.
Tailored Workforce Solutions
Wilmac takes a personalized, consultative approach, ensuring the Calabrio WFM solution is fully customized to meet your contact center’s unique needs. We work closely with you to deliver measurable improvements in efficiency, scheduling, and employee satisfaction.
Decades of Expertise
With over 30 years of experience in Workforce Optimization, Wilmac’s deep knowledge of contact center operations and our partnership with Calabrio enables us to deliver cutting-edge solutions that keep you ahead of industry challenges.
Long-Term Support for Lasting Success
Wilmac is committed to your success beyond implementation. Our dedicated team provides ongoing guidance and support, ensuring your WFM solution continues to evolve and grow with your business to optimize performance and retain top talent.