Calabrio WFM Valuable Features
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Gaye Stone
Customer Service Analyst/Scheduler at Tucson Electric Power
The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules.
View full review »It's hard just to pick one area that I like about the product, because they have heard the needs of the customer, and almost everything we were looking in a WFO software they have... dynamic scheduling, workflows, evaluator goals... and I know that if there is something that the software does not do now, chances are that I will see it soon in the near future.
They have a lot of features that I love… If I had to pick two, it would be… in WFM the workflows ( I do automatic PTO handling thru those) and in QM the Evaluator goals, it picks random calls for the evaluators and sends them to their queue, so they no longer have to spend time looking for calls.
I use the reporting tool and forecasting to help me determine where improvements are needed.
View full review »Call recording and evaluation.
View full review »- The real-time screen
- Call monitoring
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Matthew Lepage
Contact Center Supervisor at a energy/utilities company with 1,001-5,000 employees
I've found that the scheduling and QA portion of the new system is phenomenal. We've never been able to see the agents' screens in the past and this will surely help all the supervisors with coaching and making our team perform better.
View full review »Calabrio as a whole, when used properly, is a very powerful tool that can help your business hone in on the truly valuable aspects it can provide. However, one of the most valuable features is automation/workflows, it saves time and increases productivity.
View full review »The realtime adherence is a great feature, it lets us stay connected with the call floor and react when needed to demand peaks and shortfalls.
View full review »Calabrio WFM offers great insights on scheduling. What I like about the program the most is the coverage tray as this allows us to see our staffing deficits, shrinkage, and the reforecasting of our calls. This help us make real-time decisions, taking into account how it will affect staffing.
View full review »- Call recording
- Evaluation forms
- Live call monitoring
The Analytics software has been fantastic for the contact center. Analysts are able to collect data from Speech Analytics to find trends and areas of focus. We have just skimmed the edge of what this software can do, but it seems to be something we will continue utilizing more in the future.
View full review »The speed up, slow down feature has helped increase productivity. The advanced searches help in finding specific calls quicker and with more ease.
View full review »The most valuable feature is the ability to reach out to Calabrio with questions and suggestions.
View full review »The most valuable feature that I have been able to use in the Workforce Management (WFM) software is the scheduling tool.
View full review »Dynamic Availability, Dynamic Scheduling, Copy Schedule activities.
View full review »The flexibility of scheduling through dynamic availability, work shifts, and dynamic scheduling is invaluable. They have something to fit each type of agent we have. Our work from home team is very large and this allows us to maximize them fully.
View full review »Real-time quality score notification.
View full review »It is difficult at this exact time to say which features are the most valuable as we are going from a no software to a full suite with Calabria. The feature which is the most valuable at this time is the support. When I refer to the support, I am referring to the support from all aspects of Calabrio; this support starts from the Sales team, to the implementation team, to the trainers. They are all willing to support us through the entire process. It is very nice to see the support there.
I have found the forecasting model to be very valuable. It is always nearly an exact match of the trending forecasts that I do in Excel.
View full review »Currently the feature we are loving is screen recording.
View full review »Assigning exceptions so that I can assign to multiple people across more than one day.
View full review »I have found the video capture to be the most valuable feature.
View full review »Quality Management
View full review »Screen recording and scheduling.
View full review »The self serve and workflow features have been of great value to us.
View full review »- Analytics
- Text to speech
- Dual-channel text to speech
Real Time Monitoring.
View full review »Calabrio is open to feedback and so far has reacted quickly with changes.
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