We are all about our customers, and we assess ourselves with our ability to add tangible business value to our contact centers around the world, from easily managing growing volumes in multiple communication channels to gaining in-depth experience Leverage new levels of customer experience intelligence. with customers.
This is why one of the major attractions of each year is the One Awards ceremony, which took place today at our annual customer conference, Calabrio Customer Connect. This year we also started our first analytical competition, so there was more to celebrate.
This event is the perfect opportunity for our customers to shine by turning the spotlight on the successes achieved using Calabrio.
The One Awards celebrate customers seeking innovative ways to meet growing customer and workforce demands, improve employee engagement and satisfaction, and ultimately enrich human relationships with their brands. The analytics competition celebrates companies using Calabrio analytics to turn on contact center data, forcing companies to drive results in their organizations.
Leader – Idaho Central Credit Union
Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment – supported by Calabrio’s Integrated Workforce Management (WFM) platform.
Idaho Central invites top agents to select their schedules and invites agent representatives from each team to use key decisions, such as adherence goals, simplifications, and scheduling policies. More than half of Idaho Central’s agents maintain a complete attendance record.
The Anger – Blue Ridge
Thanks to Calabrio, Blue Ridge uses accurate forecasting and proactive scheduling to ensure that agents are always there for customers. Technology has enabled Blue Ridge to interact with quality using the preferred mode of contact with customers: chat, email or social media. As a result, customers report being happier overall.
Optimizer – All types of energy
With Calabrio, Alliant Energy has transitioned to a large-scale self-service model for WFM, empowering agents and giving them greater share in ASA achievement, and saving both CSA and WFM labor. For example, the company has reduced email in the shared inbox by about 75 percent and customized WFM staffing by 50 percent.
The Globetrotters – Getronics
Getronics has used the Calabrio solution for 10 years and is implementing Calabrio analytics. It is also standardizing all global on-premises workforce optimization (WFO) operations on Calabrio One, enabling a single point for all users to create and update functionality to its teams. The solution also reduces the time and cost of managing global hardware infrastructure.
The Humanizer – Shopify
Calabrio enables Shopiz to add cultural nuances to its global workforce, such as varying holiday budgets by location and season. Shopify gives the ability to manually adjust schedules to add things like 1: 1s and team meetings. They also use tools to schedule tasks and trainings outside the characteristics of an individual employee to specialize in other disciplines.
The Integrator – Exact Sciences
Exact Sciences has integrated the entire Calabrio product suite, including Calabrio Advanced Reporting, including Five9. There are also plans for integration with Epic Software.
This approach has enabled precision science to provide the right number of agents at the right time to take advantage of Calabrio — a half-hour increment — ensuring proper coverage for their 24/7 contact center operations.
Trailblazer – Cummins Inc
Cummins Inc. has successfully moved 100 percent of Calabrio’s deployment to the cloud and is expanding technology across all three levels of Cummins Care. Cummins Inc. continues to look for ways to leverage Calabrio to forecast beyond the contact center to forecast the needs of its technicians in the region.
Champion – Caryn Yurkstas, Paychex
Caryn Yurkstas is a resident Calabrio specialist of Paychex. Her on-demand agent training course enables project managers without experience to get up and running on Calabrio over the past two weeks. He hosts monthly meetings for analysts and WFM managers, and is an active member of the Calabrio Champions Network.
Using Calabrio analytics and sentiment analysis, Radial identified phrases for two customer advocacy categories and stated: “advocacy” and “powerless to help.” Radial splitting agents into natural advocates (as a control group) and non-natural advocates (as a test group), then increasing the use of “advocacy” language and reducing the use of “powerless to help” Provided emotion coaching for.