Calabrio Workforce Management

Calabrio Workforce Management (WFM) is a cloud-based workforce management solution designed to help contact centres accurately forecast demand, schedule staff and manage day-to-day performance. It enables organisations to plan, schedule and adapt resources in real time using advanced forecasting, dynamic scheduling, intraday management and employee self-service tools, supporting on-site, remote and hybrid workforces from a single, scalable platform.

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Why Britannic For Calabrio Workforce Management?

Britannic works closely with Calabrio to deliver Workforce Management in a way that reflects real contact centre operations, not just theoretical planning models. Our partnership ensures Calabrio WFM is tightly aligned with your wider voice, CCaaS and UCaaS environment, so forecasts, schedules and adherence data are grounded in how demand actually flows. By combining Calabrio’s WFM capability with Britannic’s operational and integration expertise, we help organisations move beyond initial deployment to achieve sustained accuracy, flexibility and workforce performance over time.

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Features Of Calabrio WFM

Accurate Demand Forecasting

Calabrio Workforce Management uses historical interaction data and advanced algorithms to forecast demand across channels. This helps contact centres plan staffing levels that closely match real customer demand.

Intelligent Scheduling

Schedules are automatically generated based on forecasted demand, agent skills and business rules. This ensures the right agents are available at the right time while maintaining service level targets.

Real-Time And Intraday Management

Agent activity is continuously compared against planned schedules and live ACD (Automatic Call Distribution) status. Alerts highlight exceptions early, allowing teams to take corrective action before service levels are impacted.

Real-Time Adherence Monitoring

Agents can manage aspects of their own schedules, including shift swaps, breaks and availability, within defined rules. This supports flexible working models and improves agent satisfaction.

Agent Self-Scheduling And Flexibility

Calabrio WFM supports complex, multi-skill environments across voice and digital channels. This enables more accurate planning in blended contact centres.

Multi-Skill And Multi-Channel Planning

Agents can manage aspects of their own schedules, including shift swaps, breaks and availability, within defined rules. This supports flexible working models and improves agent satisfaction.

AI-Driven Automation And Alerts

Calabrio WFM supports complex, multi-skill environments across voice and digital channels. This enables more accurate planning in blended contact centres.

Performance And Capacity Visibility

Automated workflows and intelligent alerts help reduce manual effort for workforce teams. Potential coverage risks are identified early and flagged in real time.

Cloud-Native, Scalable Platform

Built for the cloud, Calabrio Workforce Management supports on-site, remote and hybrid teams. The platform scales easily as workforce size and complexity grow.

Integration With Contact Centre Platforms

Calabrio WFM integrates with leading CCaaS and telephony platforms. This ensures schedules, adherence and performance data align with live contact centre operations.

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Calabrio WFM - Want to Discover More?

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Business Benefits Of Calabrio Workforce Management

  • Calabrio Workforce Management improves staffing accuracy by aligning forecasts and schedules with real customer demand, helping organisations meet service levels without overstaffing.
  • Operational costs are reduced as workforce teams gain better control over resource planning, intraday adjustments and overtime usage.
  • Service consistency improves through real-time adherence monitoring, enabling faster intervention when performance starts to drift.
  • Agent satisfaction and retention increase by giving employees more control over their schedules through self-service and flexible working options.
  • Contact centres become more resilient as intraday tools allow rapid response to unexpected spikes, outages or changes in demand.
  • Workforce teams spend less time on manual tasks thanks to intelligent automation, alerts and rule-based scheduling.
  • Leaders gain clearer visibility into capacity, utilisation and performance trends, supporting more confident short- and long-term decision -making.
  • Hybrid and remote workforce models are easier to manage without sacrificing control, visibility or service quality.
  • Workforce planning becomes more scalable as the cloud-based platform adapts easily to growth, complexity and changing operating models.
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Get in Touch With Us About Calabrio Workforce Management

Contact Britannic to find out how Calabrio Workforce Management can help you optimise staffing, improve forecasting accuracy, and ensure your contact centre runs efficiently with the right people in the right place at the right time.

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