Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Article : Remote Workforce Management – From Survive to Thrive in 3 Easy Steps

#contactcenterworld, @Calabrio

Author: Richard Pinnington, Director, Strategic Channel Partnerships, Calabrio

Why workforce management means so much more in challenging times.

"It was the best of times, it was the worst of times," these immortal words are probably as true today as they were when Charles Dickens wrote a "A Tale of Two Cities" nearly 200 years ago. Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres. Many team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. However, those organisations reluctant to let go of their on-premise infrastructures have struggled to cope with a massive influx of calls, channel shift, heightened customer expectations and disruptions to team availability.

Beware of spreadsheets and long live strategic resource planners

Workforce Management (WFM) has come to mean so much more in 2020. Despite a wealth of business continuity and disaster recovery plans, the current health crisis has revealed just how much some businesses have overlooked the importance of the planning function. In the awful event of a key planning individual becoming ill and that person being the only one who understands how the master forecasting and scheduling spreadsheet works, the entire contact centre is at risk. WFM tools that provide complete resource planning visibility and agility are now even more invaluable.

WFM: from survive to thrive in 3 easy steps
It’s time to use the all-round benefits of WFM to ensure your contact centre thrives:

  • WFM for flexibility in uncertain times – contact centres today need to strike a balance between managing their virtual teams and preparing for agents who wish to return to the office. This brings a new set of challenges. Workstations have to be cleaned down between shifts, staggered start-times are critical to ensure there is no gap between shifts ending and new ones beginning. There is also the new concept of ‘work support bubbles’ which mean that if there is positive COVID test in one of the bubbles, contact with other team members (and shifts) can be limited and properly controlled without impacting service levels.

    One positive outcome of the pandemic is that contact centres are being more creative with scheduling. Planners are experimenting with new types of shifts such as micro-shifts that are great for home-working. Mid-day humps or overlap with day/night shifts are easier to avoid. However, flexibility remains key. Are agents in the right place at the right time? Are they scheduled against a constantly-changing forecast? Do schedules build in extra time for agents to take care of family or other domestic issues? Are you adding a higher shrinkage to forecasts to compensate for larger numbers of technical issues as agents transition to home-working or physically move between shifts after workstation deep-cleans?

    Moving to a cloud-based WFM application gives supervisors and resource planners the control and visibility they need when teams are working remotely. They also provide the perfect solution when preparing for agents to return to the office.


  • The perfect business case and the perfect time for WFO - in addition to adding agility to scheduling and forecasting, deploying an automated WFM solution that encompasses the full range of workforce optimisation (WFO) capabilities can address the key operational and engagement issues for virtual and office-based teams. By Calabrio’s own calculations, organisations can expect to achieve tangible ROI from a WFM implementation in less than 6 months. Some customers have achieved savings in excess of 30% through accurate scheduling, while results in excess of 95% schedule adherence are commonplace. Other customers have reported an 18% average reduction in contact centre agent churn where flexible shifts are in place, while overtime costs can be reduced by as much as 20% when scheduling staff to their preferred hours.

  • Workforce Engagement Management (WEM) for greater agent wellbeing – at Calabrio, we have seen how 2020 has emphasised a transition in the use of workforce optimisation (WFO) tools, such as WFM, call/screen recording, speech/text analytics, quality and performance management and advanced reporting that are often associated with maximising the productivity of frontline staff. These applications now include features and functions that recognise the value and wellbeing of employees, as well as the associated impact on customer experience (CX). It’s an evolution of WFO to WEM.

Paying attention to the emotional health of frontline staff is a top priority. Although home working is here to stay, the simple truth is that many contact centre agents don’t have a home environment that is conducive to work and being natural communicators, many miss the human contact of the office.

Fortunately, the latest WEM solutions cover the complete employee lifecycle from recruitment to onboarding, coaching to e-learning, team communications to interactions, task assignments to performance targets, gamification to acknowledgment and reward. Make the most of WEM capabilities to engage and motivate agents through self-service technology that helps puts people in control of their working lives and with flexible schedules that accommodate the stresses of remote working.

#contactcenterworld, @Calabrio

About Richard Pinnington:
Richard Pinnington is Director of Strategic Channel Partnerships

About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Monday, December 21, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =