Case Study: Broad River Retail achieves a 20% service-level increase with Calabrio WFM

Broad River Retail Elevates Service Levels by 20% with Calabrio Teleopti WFM

Broad River Retail, the largest independent Ashley HomeStore licensee with 18 locations and over 500 employees, faced a contact center capacity problem: agents handling inbound and outbound customer inquiries were stretched thin and scheduling remained manual and spreadsheet-based, preventing accurate forecasting and optimization. Leadership needed a scalable, easy-to-use workforce management solution to maximize productivity without adding staff or harming service levels.

By implementing Calabrio WFM for forecasting, scheduling, real-time dashboards and a self-service portal for shift trades and time-off, Broad River Retail gained actionable analytics and streamlined intraday adjustments. The result was a 20% increase in service level without hiring more agents, improved agent engagement through gamification, better work–life balance, higher attendance and reduced attrition.

Broad River Retail

Wynn White

Senior Manager of Customer Experience