Calabrio Teleopti WFM
Calabrio Teleopti WFM is an agent-friendly workforce management solution that improves customer contact planning and performance. Thanks to the many visual elements, this solution is also easy to use. Video
For Calabrio Teleopti projects, we work closely with the team at PlanMen.
People, processes and technology
In a 24-hour economy in which the customer is empowered and customer satisfaction determines the success of the organisation, the contact centre bears a great responsibility. Many companies are dealing with growing customer expectations regarding opening hours, response times and first contact resolution (FCR), while the complexity of omnichannel customer contact is increasing. Advanced WFM software is essential to meet such conditions and customer expectations.
Workforce management is of course not only about processes and technology, but also about people. Not only does it support a better customer experience and a much more efficient business, but it also has the potential to increase employee engagement in the contact centre.
The benefits of Calabrio Teleopti WFM
To this end, Calabrio Teleopti's user-friendly cloud solution offers the following elements, among others:
- Forecasting and planning – for strategic staffing and long-term planning
- Analysis and optimisation – the right business intelligence allows you to proactively respond to changes, both intraday and in the longer term
- Collaboration based on autonomy – via a self-service portal and app, employees can easily communicate changes, request holidays and trade shifts
- Interaction and notifications – thanks to instant notifications and the chatbot concierge, everyone is quickly informed about schedule changes
- Training and development – the automated training planner makes skill development a lot easier
Win-win for customers and employees
This smart WFM solution not only contributes to a better reputation of the organisation by delivering exceptional customer experiences, but also ensures a pleasant workplace for employees. It is not without reason that it was chosen as the most effective customer contact software in the 'Workforce Optimization Product and Market Report 2020/2021' by DMG Consulting LLC.
Calabrio WFM brochure
Would you like to know more about the possibilities and modules of Calabrio WFM? Download the brochure now.