Case Study: Jysk Fynske Medier achieves 25-30% more agent phone time and precise forecasting with Calabrio WFM

Jysk Fynske Medier Exceeds Expectations Using Calabrio’s WFM Solution

Jysk Fynske Medier (JF Medier), Denmark’s second-largest media group with newspapers, radio and extensive digital reach, saw its subscription center grow fourfold and handle roughly 30,000 calls and 5–6,000 emails a month. That scale exposed limitations of manual workforce planning—schedulers spent hours on Excel, forecasts were driven by “gut feeling,” and phone systems were not integrated, making adherence and performance tracking slow and inaccurate.

JF Medier implemented Calabrio WFM to automate forecasting, integrate schedules with communication systems, and give agents a self-service view of schedules and KPIs, backed by hands-on vendor support. Within weeks they saw a 25–30% increase in agent phone-active time, consistent achievement of an 80% in‑60‑seconds service level (some days 95%), an average abandon rate of 7% (better than the 10% goal), and forecasting accuracy within +/-2–3%, along with higher agent ownership and faster reporting.

Jysk Fynske Medier

Jeppe Uhre Havgaard Bjerrum

Subscriptions and Customer Service Manager