#214 Florian Garnier of Calabrio flying high with WFM

🚀 Workforce Management on Autopilot: The Future of Contact Centres ✈️

Imagine flying a plane without autopilot. Every adjustment, every course correction—done manually. It would be exhausting, inefficient, and prone to errors.

Now, apply that to workforce management (WFM). Contact centre leaders often juggle endless schedules, service levels, and agent engagement strategies, but what if AI and automation could handle the heavy lifting?

In the latest Get Out of Wrap episode, I had the pleasure of speaking with Florian Garnier from Calabrio, who brought a brilliant aviation analogy to WFM. Just like pilots use autopilot to ensure smooth flights while staying in control for critical decisions, contact centres can leverage AI-driven WFM solutions to:

✅ Optimize agent schedules dynamically
✅ Balance cost efficiency with customer experience
✅ Prevent burnout by managing occupancy effectively
✅ Empower leaders to focus on strategy, not just scheduling

The future of WFM isn’t about replacing people—it’s about enabling them to focus on what truly matters. By putting workforce management on autopilot, leaders can steer their teams towards success with confidence.

Are you ready to embrace AI-powered WFM in your contact centre?

Let’s discuss!