Telco Spark selects Calabrio’s cloud-based WFM solution

By Kate Birch
Calabrio’s cloud-based workforce management (WFM) solution chosen by New Zealand’s largest telecommunications company to manage frontline staff work...

Customer experience intelligence company Calabrio has been chosen by Spark, New Zealand’s largest telecommunications and digital services company, to supply a cloud-based workforce management (WFM) solution.

The move is part of Spark’s Unified Front Line initiative where employees are cross-skilled across multiple customer touchpoints, with resources flowed to contact centres, retail stores and at-home customer visits as demand requires.

The Calabrio WFM, with embedded Data Explorer reporting, replaces an on-premises platform and will manage the workload of frontline staff to accommodate peaks and troughs in customer demand across omni-channel touchpoints including voice, digital and in-person. 

The Calabrio ONE platform covers some 1,500 Spark employees in more than 80 locations. Calabrio’s self-service mobile app, MyTime, will provide advanced employee engagement options – including shift preferences, shift swap and holiday/leave requests. This gives staff more control of their work/life balance. WFM reporting capabilities will also provide team leaders with up-to-the-minute key performance metrics, providing real-time visibility of the workforce.

Importance of rethinking WFM when replacing or upgrading

“The Unified Front Line (UFL) is a new way of working at Spark, based on simplification, mobility and flexibility,” says Daniel Cooper, Digital Lead – Consumer Channels, Spark.

“Using Calabrio workforce engagement management (WEM) software enables powerful multi-channel agility to meet customer demand. Investing in the right tools is an important part of improving both the customer journey and the employee experience.”

Peter Farnsworth, Regional Director – APAC, Calabrio added that companies should resist the temptation to simply replicate processes that “worked yesterday not what is best for tomorrow, or even today” when replacing or upgrading their WFM.

Calabrio’s scalable cloud platform allows for quick deployment of remote work models – giving customers control over operating costs and customer satisfaction levels.

Share

Featured Articles

Exec interview: Brook Sims, COO, MAC Diversity Recruiters

Passionate about helping others find their voice, diversity leader and COO Brook Sims talks powerful leadership, diverse teams and being a change agent

Best new books that will make you a better leader

From inspiring CEO memoirs to strategic guides, these new books dish up plenty of principles, strategies, and anecdotes to help you become a better boss

5 Mins With: Jeff Li, founder and CEO of Shoplazza

Named in Fortune China’s 40 under 40 for 2022, former Baidu head Jeff Li is the entrepreneurial founder and CEO of ecommerce platform Shoplazza

Workplace special – the changing nature of the office

Leadership & Strategy

Meet Shanique Bonelli-Moore, DEI leader at Clorox

Sustainability

Forterro CEO Dean Forbes – inspirational leadership

Leadership & Strategy