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Gain Efficiencies in your Quality Management Team with Calabrio ONE
What do you like best about the product?
Calabrio allows for customizable forms and goals to minimize the amount of busy work needed to review and evaluate calls, thus allowing for a more efficient Quality Management team.
What do you dislike about the product?
If there is one area, in which I would like to see improvement, it would be in the timeliness of implementing process improvements suggested by Calabrio customers. Calabrio values, and does listen to the feedback of its customers, it just seems that the amount of time needed to implement improvements is a little longer than expected.
What problems is the product solving and how is that benefiting you?
The Quality Assurance department in our organization has been able to increase productivity, increase responsibilities within the organization and decrease the number of individuals to make it happen. We have been able to create additional positions within the department, and promote individuals to fill those new positions, without having to back fill, which ultimately saves money for the organization.
Recommendations to others considering the product:
Determine exactly what you would like in a Quality Management system and ask questions. The sales team is very good at answering questions and demonstrating the features of the product that your organization may be looking for.
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Kaylee Ewell - Teleopti review
What do you like best about the product?
Teleopti is a great program for scheduling employees. We use it to see what hours each employee works, one of the things that I like most about it is that you can see your schedule and everyone else's and see when people come in, leave, and have breaks. Teleopti is also cool because it can run statistics and predict what kind of staff you need based on what it has been like recently. There are lot's of reports that you can run to make sure everyone is in adherence, ask for time off and you can look at the full staff schedule for the day, or if you would like to then you can see just your personal shift for the upcoming weeks so long as it has been made.
What do you dislike about the product?
The only feature that we don't use is the trading shifts options. It's quite confusing and would benefit from being more simple and easy to use. Maybe we just don't understand how to properly use it, but it's still kind of tricky to learn.
What problems is the product solving and how is that benefiting you?
We use it for scheduling employees, seeing who works, breaks and asking for time off. My manager also uses it to forcast for how to schedule employees. He also runs a lot of reports for it. One thing I use as a supervisor is the adherence feature to make sure that everyone is staying on task and not spending too much time in breaks or offline.
Recommendations to others considering the product:
Great program, I would highly recommend it. It's easy and quick to use, you're able to see everyone's schedule, when they come in, who has the day off. It's been a great program.
My experience with Teleopti: User friendly and ease of use + functionality.
What do you like best about the product?
My favorite part of Teleopti is when you link it with 8x8. The adherence page where I can see if my agents are in alarm or are in good adherence. This an amazing tool that makes my job so much easier. Also the ease of use of taking off time and swapping shifts is awesome.
What do you dislike about the product?
Teleopti is extremely user friendly, and for what I use it for, there is nothing I can change.
What problems is the product solving and how is that benefiting you?
Teleopti saves so much time when trying to get my agents scheduled. I have never used another application what is half as good. Also the adherence tool is one of my favorites. The benefits are unbelievable.
Teleopti is great!
What do you like best about the product?
That I can see my schedule very conveniently whenever I want to and jump around dates
What do you dislike about the product?
The layout and colorscheme could be updated
What problems is the product solving and how is that benefiting you?
I'm keeping on task and staying relevant to my work schedule the best I can
Recommendations to others considering the product:
Don't let your screen go to sleep so you can stay logged in
Lots of capability for WFM but unreliable feautures
What do you like best about the product?
I like the multi-purpose use of teleopti. Employees can swap shift and make work requests.
What do you dislike about the product?
The app is not very intuitive or user friendly. Some features take a while to upload, like overtime and absence probability
What problems is the product solving and how is that benefiting you?
Teleopti has rid the use of multiple apps and is basically an all in one for WFM
Efficient scheduling service
What do you like best about the product?
I like that there is a variety of ways that I can view my calendar, so that I can make it most comfortable for my own use.
What do you dislike about the product?
I find that it is difficult and complicated to view other people's schedules and swap schedules with them.
What problems is the product solving and how is that benefiting you?
Teleopti WFM can be a little difficult to navigate at times and a little overly complicated. I do find the service incredibly useful and helpful though. Desktop notifications are inconsistent when they come through at times.
Recommendations to others considering the product:
I definitely find that Teleopti has been super helpful to me in viewing my schedule. I like that all the options you really need are at the top of the page visible for use. It is hard though when other basic things that you may need are a little harder to find.
Easy and convenient tool for scheduling
What do you like best about the product?
Real time adherence is the best feature the tool is being offered. You can easily monitor a person who adheres with their schedules. Schedules per individual and per team when updated using the backend tool matches accurately if viewed on the site.
What do you dislike about the product?
A little bit glitchy sometimes. There are discrepancies with the numbers of leaves. Unable to extract the person’s plotted off the phone activities to check the numbers of hours they are only on productive time.
What problems is the product solving and how is that benefiting you?
It provides real time adherence for easy monitoring per person.
Recommendations to others considering the product:
Always make sure to follow up to support to update your team alignment for a better view.
Great way to review quality on all calls!
What do you like best about the product?
The system is super easy to navigate through. You can set up notifications to be sent to you by IM or by Email so it makes it easy for you to keep track of calls.
What do you dislike about the product?
We’ve just recently switched to Calabria and it’s been a smooth transition. No problems here.
What problems is the product solving and how is that benefiting you?
It so much easier to organize your recordings!
Recommendations to others considering the product:
Great way to manage a large call centers recordings for Quality purposes.
Not Recommended
What do you like best about the product?
Calabro One allows you to color code the different schedule items.
What do you dislike about the product?
The functions that were promised by the sales crew were not present in the actual product. We have had more down time from our WFM tool in the past few weeks than we had in over 3 years with our previous WFM tool. Likewise, some of the features that are present do not work as intended. We have had multiple bug reports opened with Calabrio, some would be considered major enough that we can't believe they wouldn't already have an open ticket from their other clients. We have learned sometimes they do, but they keep all the tickets separate. If they fix something in their cloud for one user, they don't necessarily share that for the other users.
What problems is the product solving and how is that benefiting you?
We allow agents to report their absences directly from the tool now as opposed to requiring they contact a supervisor, who may be absent that day as well.
Recommendations to others considering the product:
I would recommend you continue looking for another WFM tool. Calabrio has done a great job of promising more than it delivers.
CalabrioOne Review
What do you like best about the product?
I love love love Calabrio, what i like best is the fact that i can log in and get all of my break times with just one click. Not only for the day but also for the whole entire week.
What do you dislike about the product?
I would like it if Calabrio was able to send out an notifications when your assigned break was about to take place. Other than that the website is very helpful.
What problems is the product solving and how is that benefiting you?
Calabrio impacts my work everyday i come in, its somes up my time schedule for the week and gives me an estimation or time of which i should attend my specified break. This is a huge benefit because we dont have to actually ask someone like a supervisor about break times.
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