FAQs

Yes. Calabrio Quality Management is a core component of the Calabrio ONE suite and works alongside workforce management and analytics.

Calabrio QM is used by quality teams, operations managers, supervisors and CX leaders who need visibility, control and consistency across customer interactions.

Calabrio Workforce Management is a cloud-based WFM solution for contact centres that helps forecast demand, schedule staff and manage intraday performance. It enables accurate planning and real-time control across voice and digital channels.  

Workforce management software forecasts customer demand, creates agent schedules and monitors adherence in real time. It ensures the right number of agents with the right skills are available to meet service levels efficiently. 

Yes. Calabrio WFM supports on-site, remote and hybrid working models, giving supervisors real-time visibility and agents access to self-service scheduling tools from anywhere.

Calabrio WFM uses historical interaction data, trend analysis and advanced algorithms to forecast demand. This allows contact centres to plan more accurately for short-term and long-term demand.

Yes. Calabrio WFM supports multi-skill agents and forecasting across voice and digital channels, enabling more accurate scheduling in blended contact centres.

Real-time adherence compares planned schedules with actual agent activity throughout the day. Calabrio WFM highlights exceptions early so supervisors can take corrective action before service levels are impacted. 

Yes. Agents can manage aspects of their own schedules, including shift swaps, breaks and availability, within predefined rules. This improves flexibility and agent satisfaction.

By improving forecast accuracy, scheduling efficiency and intraday control, Calabrio WFM helps reduce overstaffing, overtime and last-minute resourcing costs.