#214 Florian Garnier of Calabrio flying high with WFM
Get Out Of Wrap - The Contact Centre Community January 31, 2025x
214
00:33:3930.82 MB

#214 Florian Garnier of Calabrio flying high with WFM

šŸš€ Workforce Management on Autopilot: The Future of Contact Centres āœˆļø

Imagine flying a plane without autopilot. Every adjustment, every course correctionā€”done manually. It would be exhausting, inefficient, and prone to errors.

Now, apply that to workforce management (WFM). Contact centre leaders often juggle endless schedules, service levels, and agent engagement strategies, but what if AI and automation could handle the heavy lifting?

In the latest Get Out of Wrap episode, I had the pleasure of speaking with Florian Garnier from Calabrio, who brought a brilliant aviation analogy to WFM. Just like pilots use autopilot to ensure smooth flights while staying in control for critical decisions, contact centres can leverage AI-driven WFM solutions to:

āœ… Optimize agent schedules dynamically
āœ… Balance cost efficiency with customer experience
āœ… Prevent burnout by managing occupancy effectively
āœ… Empower leaders to focus on strategy, not just scheduling

The future of WFM isnā€™t about replacing peopleā€”itā€™s about enabling them to focus on what truly matters. By putting workforce management on autopilot, leaders can steer their teams towards success with confidence.

Are you ready to embrace AI-powered WFM in your contact centre?

Letā€™s discuss!



šŸš€ Workforce Management on Autopilot: The Future of Contact Centres āœˆļø

Imagine flying a plane without autopilot. Every adjustment, every course correctionā€”done manually. It would be exhausting, inefficient, and prone to errors.

Now, apply that to workforce management (WFM). Contact centre leaders often juggle endless schedules, service levels, and agent engagement strategies, but what if AI and automation could handle the heavy lifting?

In the latest Get Out of Wrap episode, I had the pleasure of speaking with Florian Garnier from Calabrio, who brought a brilliant aviation analogy to WFM. Just like pilots use autopilot to ensure smooth flights while staying in control for critical decisions, contact centres can leverage AI-driven WFM solutions to:

āœ… Optimize agent schedules dynamically
āœ… Balance cost efficiency with customer experience
āœ… Prevent burnout by managing occupancy effectively
āœ… Empower leaders to focus on strategy, not just scheduling

The future of WFM isnā€™t about replacing peopleā€”itā€™s about enabling them to focus on what truly matters. By putting workforce management on autopilot, leaders can steer their teams towards success with confidence.

Are you ready to embrace AI-powered WFM in your contact centre?

Letā€™s discuss!