Case Study: Wix cuts agent scheduling time by 40% with Calabrio

Calabrio helps Wix cut agent scheduling by 40% improving adherence and shrinkage across shifts

Wix faced a complex, time-consuming manual scheduling process for Customer Care Experts, with analysts spending up to four days building two-week schedules in large spreadsheets. Before Calabrio, forecasting, availability, breaks, holidays, meetings, training, and other work had to be entered manually, often causing errors and inaccurate schedules.

Calabrio implemented a better scheduling solution for Wix that reduced the time spent on agent scheduling by 40% and improved adherence and shrinkage across shifts. By replacing error-prone spreadsheets with a more efficient process, Calabrio helped Wix create schedules faster and with greater accuracy.

Wix

Daniela G.

Workforce Optimisation Manager