CASE STUDY 1 GE Appliances Modernizes Its Contact Center with Calabrio WFM and Amazon Connect CONTACT CENTER GROWS EFFICIENCIES IN SPITE OF PANDEMIC-SPURRED VOLUME INCREASE AND SHIFT TO REMOTE WORK. Challenges Appliance support tends to be highly seasonal in nature, making contact center forecasting and scheduling a challenging opportunity if done without a strategic, well-executed workforce management (WFM) plan modeled in advance. That’s exactly what was happening at GE Appliances — and for a variety of reasons. Existing contact center leadership, for example, lacked deep WFM expertise. Reporting in pockets was confusing, insufficient and at times inconsistent due to the many different reports built over time by many different people using many different operational definiti

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