Customer Service Analyst/Scheduler at Tucson Electric Power
Dec 10, 2018
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.
Workforce Management Coordinator at a wireless company with 1,001-5,000 employees
Mar 9, 2017
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, helping us make real-time decisions while taking into account how it will affect staffing.
Calabrio WFM and QM Administrator at a healthcare company with 10,001+ employees
Jun 7, 2017
Customer Service: At first, they were great. Since my initial encounters, it is a hit and miss and really comes down to the agent or technician assigned to help you.
Adjunct Instructor, General Education at a university with 51-200 employees
Mar 16, 2017
I was told they are looking into adding chat evaluations as a feature in Calabrio. Right now, I can create an evaluation to grade chat interactions, but I have to view the actual interaction in a different system.
