GE Appliances faced a 50% surge in contact center volume during the pandemic while struggling with inconsistent forecasting, siloed operations, and limited workforce management expertise—just as 800+ agents had to transition to remote work in under two weeks.

By implementing Calabrio WFM alongside Amazon Connect, GE Appliances created a unified, cloud-based workforce management strategy with dynamic scheduling, centralized forecasting, and real-time quality monitoring for remote agents.

• 20% increase in schedule adherence (now over 90%)
• 25% reduction in attrition
• 15% decrease in cost per call
• Seamless transition to remote work—completed in just days