Improve Agent Performance with Calabrio QM

A collection of Calabrio customers reviews highlighting Calabrio QM



Calabrio ONE Customer Testimonial

Improved productivity with Calabrio

The simple operational use of Calabrio has increased the productivity of the QC team.

Jennifer Edmond, Director, Trialcard

Calabrio ONE Customer Testimonial

Visibility and transparency improves agent engagement

We’ve gained visibility into interactions, which has increased employee engagement since agents are able to play their own calls and review their quality scores.

Business Professionals, Global 500 Retail Company

Calabrio ONE Customer Testimonial

“Calabrio has allowed us to have a more efficient call center…”

Calabrio has allowed us to have a more efficient call center in regards to scheduling and engaging agents, who appreciate having quality scores available for them to view.

Lisa Gomez, Operations Manager, Broadway Bancshares

Calabrio ONE Customer Review

Calabrio Works Hard to Understand Clients Needs

4/5 Stars

How our organization uses Calabrio ONE:

We currently use the call recording solution and are testing the QM and WFM solutions.

Would you recommend Calabrio ONE?

Calabrio works hard at understanding their clients’ needs and finding solutions with their product that will fit those needs.

Calabrio ONE Case Study

Desert Financial Credit Union Smooths Contact Center Operations with Calabrio ONE

Introduction

This case study of Desert Financial Credit Union is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“The intuitive interface and all-in-one-suite have enabled us to provide a platform for our agents that is efficient and easy to use. Our scheduling team has found the WFM product to be effective in producing accurate forecasts and making same-day adjustments. The QM product is simple to navigate but robust enough to capture the information we need for coaching. Our entire senior management team uses the QM product to listen to calls and has found it very easy to use and zero-in on the departments we want to focus on.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Vendors replaced by Calabrio:
    • NICE
    • Aspect
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed a unified suite of products
    • They were unhappy with their previous vendor’s service and support
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
    • They needed to lower their total cost of ownership
  • Agrees that it is very important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Using the following application in conjunction with their Calabrio software:
    • Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling
    • Evaluation calibration

Calabrio ONE Case Study

AmTrust Financial Services Gained Productivity and Improved Customer Satisfaction with Calabrio ONE

Introduction

This case study of AmTrust Financial Services is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Calabrio’s reporting tool has allowed us to evaluate employee performance overall, and monitor agent schedule adherence in real-time. We were able to team up with our supervisors and provide individualized coaching to our agents, which in turn provided more productivity and higher customer service satisfaction. It also allowed WFM to be more interactive with agents regarding time off requests and schedule exceptions with easy to read forecasting.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Vendor(s) replaced by Calabrio:
    • Invision Enterprise
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They were unhappy with their previous vendor’s service and support
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following modules of Calabrio ONE:
    • Quality Management
    • Workforce Management
  • Using the following application in conjunction with their Calabrio software:
    • Avaya platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Agent initiated mentoring requests

Calabrio ONE Case Study

Lending Club Leverages Calabrio ONE for Improved Agent Coaching

Introduction

This case study of Lending Club is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“We are able to use reporting for multiple QM functions. It has been the biggest help in holding calibration sessions and to pull reports on scores and discuss various questions. Agents can in turn review graded calls in real time and implement feedback.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • CRM system (e.g. salesforce.com)
    • Post-call survey application
  • Currently analyzing contact center data to gain business insights.

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling
    • Evaluation calibration

Calabrio ONE Customer Testimonial

Lending Club Improves Agent Evaluation Process with Calabrio

We are able to use reporting for multiple QM functions. It has been the biggest help in holding calibration sessions and to pull reports on scores and discuss various questions. Agents can in turn review graded calls in real-time and implement feedback.

Tania Carbajal, Line of Business Manager, Lending Club

Calabrio ONE Customer Satisfaction Rating

“The functions for Quality Assurance are perfect!”

Tania Carbajal, a Line of Business Manager at Lending Club, would be very likely to recommend Calabrio ONE for this reason:

The user interface is easy to use and reporting can easily be done using Calabrio ONE. The functions needed in my line of business for Quality Assurance are perfect!

Calabrio ONE Case Study

Large Enterprise Retail Company Chose the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Stable application and easy to use.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Chose Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
  • Will deploy their WFO solutions in a combination of private and public cloud in the next 12 months.

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Using the following application in conjunction with their Calabrio software:
    • Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Agent initiated mentoring requests

Calabrio ONE Case Study

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Calabrio is a good product.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Vendor(s) replaced by Calabrio:
    • Nortel
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed a unified suite of products
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
    • CRM system (e.g. salesforce.com)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling
    • Evaluation calibration

Calabrio ONE Case Study

Middle Eastern Bank Enjoys Calabrio’s Evaluation Calibration Feature

Introduction

This case study of a large enterprise banking company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Calabrio is a really good application.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Vendor(s) replaced by Calabrio:
    • Redbox
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following module of Calabrio ONE:
    • Call Recording
  • Using the following application in conjunction with their Calabrio software:
    • Cisco platform

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following feature within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Evaluation calibration

Calabrio ONE Customer Testimonial

Improve Your Agent Training and Coaching With Calabrio ONE

Calabrio ONE QM helps with training and coaching. Speech Analytics is also a valuable tool.

IT Manager, Educational Institution

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “Calabrio ONE Gives us Everything we Need”

Jamey Anderson, an EVP of Operations at Virteva, would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE gives us everything we need for both WFM and QM. Calabrio has the combination of a solid product and great customer service that set them apart from the competition.

Calabrio ONE Customer Testimonial

Utilize Calabrio QM to Propel Your Organization Forward

The functionality of Calabrio ONE has helped our organization immensely. The Quality Management is a great addition to our organization.

Operations Manager, Medium Enterprise Banking Company

Calabrio ONE Customer Testimonial

Health Care Industry Increases Agent Performance with Calabrio ONE

Calabrio ONE’s Quality Manager has enabled our Team Managers to efficiently score agent/customer interactions, providing a better path for increased agent performance and customer satisfaction.

IT Architect, Health Care

Calabrio ONE Customer Testimonial

“The Quality Management Module is Very Important to our Call Center”

Evaluators can determine if the agent has said all the things they are supposed to say, can determine the quality of the interaction with the customer, and use a standardized rating system that agents understand and can use to improve their service levels.

IT Manager, Membership Organization

Calabrio ONE Customer Testimonial

Improve Your Business Operations with Calabrio ONE

The intuitive interface and all-in-one-suite have enabled us to provide a platform for our agents that is efficient and easy to use. Our scheduling team has found the WFO product to be effective in producing accurate forecasts and making same day adjustments. The QM product is simple to navigate but robust enough to capture the information we need for coaching. Our entire senior management team uses the QM product to listen to calls and has found it very easy to use and zero-in on the departments we want to focus on.

Jim Lavery, Vice President, Desert Financial Credit Union

Calabrio ONE Customer Testimonial

Financial Services Company Gains More Accurate Reporting with Calabrio ONE

Calabrio ONE has helped our agents become more responsible for their personal stats and to hit their personal goals. The reporting is much easier to use than our BI reports and is much more accurate as well.

Operations Manager, Medium Enterprise Financial Services Company

Calabrio ONE Customer Testimonial

Calabrio ONE Supports Agent Coaching at Boston Children’s Hospital

Calabrio ONE has allowed us the ability to monitor customer interactions and to provide visual analytics that help when coaching and mentoring our agents.

Wade Croce, Operations Analyst, Boston Children's Hospital