Case Study: Nationwide achieves greater workforce planning efficiency with Calabrio

Calabrio helps Nationwide’s Planning Team with Workforce Planning

Nationwide’s Planning Team needed a better way to manage workforce planning across its contact centre operation, with challenges around scheduling, forecasting, intraday visibility, and time-consuming manual tasks. After implementing Calabrio WFM, Nationwide gained a user-friendly toolset with real-time data and advanced forecasting to improve efficiency and support customer service.

Calabrio streamlined and automated tasks such as JML cases and flexible working requests, while integrating smoothly with Amazon Connect and QStory for accurate planning, forecasting, and real-time adherence monitoring. The result was significant time savings for the Planning team, better collaboration, improved service levels, and no operational disruption, allowing more time to be reinvested into enhancing the customer experience.

Nationwide

Lisa Strudwick

Workforce Performance & Productivity Manager