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Calabrio WFM Transforms Cazoo Contact Center Operations

By Luke Bellos March 02, 2022

When a young business begins to pick up steam, serious growth can take place in a short amount of time. But managing contact center operations can be tricky with limited staff and financial resources, and may cause progress to swing in the opposite direction if left unchecked.

UK-based online car dealership company Cazoo experienced a huge spike in activity over the last year, leading executives to invest in Calabrio’s workforce management solution (WFM). With Calabrio WFM, Cazoo’s leaders were able to automate business forecasting, scheduling, and activity management for contact center operations, allowing the company to focus on expanding operations.

“We have achieved so much over the past year and we couldn’t have done it without Calabrio,” commented Joanne Gilbert-Button, Resource Planning Specialist at Cazoo “To ultimately schedule hundreds of people with blended shifts incorporating multiple skills and multiple channels; as well as manage their annual leave and overtime just doesn’t bear thinking about without Calabrio WFM.”

Calabrio’s WFM solution is providing Cazoo with complete visibility of all contact center operations, while providing additional benefits to boost productivity further. The solution also offers strategic planning tools to accurately estimate future inventory needs, offer budget estimates, and create plans for hiring additional staff.

“Our cloud-based solutions are ideally suited for dynamic and fast-growing businesses like Cazoo,” added Olle Düring, Senior Vice President of Sales, International, at Calabrio. “They transform workforce scheduling and forecasting while the high levels of visibility and accessibility afforded are perfect for enhancing employee engagement.”

Edited by Maurice Nagle

Editor, CustomerZone360

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