CASE STUDY 1 E.ON increases availability with flexible scheduling. Every year E.ON’s customer service center handles more than 1.2 million inquiries received by phone, chat, and email. Pressure on their customer service advisers is high. Every day, between 2,500 and 4,000 phone calls are received. E.ON has long been a user of Calabrio’s WFM solution. As part of the company’s efforts to make life easier for its customers and to meet customers where they are, E.ON wanted to take the next step in its customer service evolution in order to operate even more efficiently. E.ON’s journey towards achieving its target of answering 90% of all incoming calls and 100% of inquiries via other channels started with flexible scheduling. CALABRIO MEETS E.ON’S NEEDS Anette Jonsson works as Group Di

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