Shift Focus to Workforce Engagement Management with Calabrio

Traditional operational management techniques are changing. A shift of focus to employee engagement is essential to ensure employee loyalty.



Calabrio Customer Testimonial

We learned to work from home, and our leadership discovered that it’s not scary. Almost 100% of our contact center agents work from home. All the fears of lack of productivity and accountability have so far proved fruitless: we have less absenteeism, better handle time, and no drop in customer experience.

Business Analyst, S&P 500 Energy & Utilities Company

Calabrio Customer Testimonial

The effects of working from home are both good and bad depending on the agent. Fortunately, with Calabrio we are now able to track productivity more effectively.

Quality Analyst, Medium Enterprise Consumer Products Company

Calabrio Customer Testimonial

We used agent monitoring in Calabrio to train new staff remotely. This eliminated staff exposure to COVID-19 and decreased the need for travel.

Katie Campbell, Supervisor, CentraCare Health System

Calabrio Customer Testimonial

The more flexible you can be with scheduling your agents, the better morale you will see from your staff.

Brandon Oechsner, Workforce Manager, Nsighttel Billing LLC

Calabrio ONE Case Study

Wisconsin-Based Insurance Company Improves Agent Engagement with Calabrio

Introduction

This case study of a medium enterprise insurance 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 has been great. Agents know exactly when they are expected to do everything throughout the day and they love the ability to see how the contact center is affected and how they themselves make a difference.”

“We’ve seen greater agent adherence to the schedule. Agents are happier as they know what their day looks like which leads to better interactions with customers.”

“Excellent customer service and is always improving.”

Challenges

  • Used the following WFO solutions prior to selecting Calabrio:
    • Verint
  • Switched from their previous solution because of Calabrio’s:
    • Product features
    • Ease of use
    • Superior support and services

Use Case

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

  • Using the following Calabrio ONE modules:
    • Workforce Management
    • Advanced Reporting
    • Analytics
  • Uses the following metrics to measure their contact center’s performance:
    • Customer Satisfaction (CSAT)
    • Net Promoter Score (NPS)
    • First Contact Resolution (FCR)
    • Likelihood to Recommend (LTR)
    • Customer Effort Score (CES)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Improved customer satisfaction
    • Reduced costs
    • Improved contact center efficiency
    • Increased employee engagement
    • Increased insights into customer behavior
  • Increased the productivity of their contact center by 10-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Calabrio ONE Customer Testimonial

Calabrio Provides Transparency, Encouraging Agent Engagement

Calabrio has provided a simple solution for our continuously growing business. It provides transparency into WFM for all stakeholders which has significantly increased accountability and productivity and improved agent behavior.

Business Professionals, Large Enterprise Hospitality Company

Calabrio ONE Customer Testimonial

Better Customer Resolution with Calabrio

Calabrio has helped with customer resolution and ensuring employees are staying engaged.

Business Professionals, Medium Enterprise Insurance Company

Calabrio ONE Customer Testimonial

Calabrio Makes Coaching More Efficient

Recorded and captured screen scrapes are the best coaching tools I have used yet. What a great opportunity to coach one-on-one and show agents more efficient ways to maneuver the systems to get the best possible service and lowest call handle times.

Sheri Kugler, Project Manager, Global Response Corp.

Calabrio ONE Customer Research

Investing in Agent Development

In which ways have you changed employee training, coaching, and motivation programs to accommodate the need for loyal agents that can perform higher level activities?

Peer mentoring
50%
Self-assessments and evaluations
47%
E-learning tools
45%
Clearer opportunities for advancement
42%
Flexible scheduling
39%
Higher pay and better benefits
27%
Added gamification
12%

Calabrio ONE Customer Research

Dashboards Help Agents Self-Manage Performance

In which ways do you empower employees to self-manage their performance?

Dashboards that clearly display performance metrics
66%
Peer-to-peer mentoring
46%
Self-assessment and coaching
45%
Self-scheduling for work/life balance
16%

Calabrio ONE Customer Research

Organizations are Investing in Agent Development

In which ways have you changed employee training, coaching, and motivation programs to accommodate the need for loyal agents that can perform higher level activities?

Self-assessments and evaluations
52%
Peer mentoring
50%
E-learning tools
48%
Flexible scheduling
45%
Clearer opportunities for advancement
41%
Higher pay and better benefits
25%
Added gamification
17%

Calabrio ONE Customer Testimonial

Increase the Efficiency of Evaluations with Calabrio ONE

Calabrio has been helpful in allowing us to test the QM tool and hopefully achieve more efficiency in our quality evaluations and reporting on our evaluation data.

Risk Manager, Small Business Retail Company

Calabrio ONE Customer Testimonial

Calabrio ONE Works Great for Training and Coaching Agents

Calabrio ONE provides our QA team with a good set of tools for coaching our agents.

System Administrator, Medium Enterprise Retail Company

Calabrio ONE Customer Testimonial

Identify Agent Training Possibilities with Calabrio

Calabrio has allowed us to view our CSRs screen recording in an effort to identify training and/or behavioral issues. We use that information to develop our staff to increase our productivity and performance.

Business Director, Medium Enterprise Insurance Company

Calabrio ONE Customer Testimonial

Improve Agent Training with Calabrio ONE

We have been able to greatly increase the amount of agent evaluations we are doing with Calabrio ONE. We’re increasing our training to address issues presented by the evaluations.

Business Professional, Medium Enterprise Insurance Company

Calabrio ONE Customer Testimonial

Monitor Agent Performance Quickly with Calabrio ONE

With Calabrio ONE QM evaluation monitoring, we can engage agents quickly and provide the proper coaching. Adherence is calculated much quicker allowing agents to know where they stand.

IT Director, Medium Enterprise Non Profit Company

Calabrio ONE Customer Testimonial

Maintain High Standards of Excellence with Calabrio ONE

Calabrio ONE has helped us gain visibility within the contact center to better reward those who are doing exceptionally and to encourage them to maintain high standards of service, and to find those who need additional coaching.

Compliance Officer, Medium Enterprise Consumer Products Company

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 Testimonial

Reward Agents through the use of Calabrio Analytics

With Calabrio Analytics, we look for phrases that display opportunities for coaching as well as compliments from our customers. We reward agents when speech analytics finds calls where customers are delighted. We use Calabrio to find non-verbal coaching moments too such as long silences.

Business Professional, Medium Enterprise Insurance Company

Calabrio ONE Customer Testimonial

Streamline Your Processes with Calabrio ONE

Calabrio ONE has helped streamline our processes and allow for our users to know where they stand as far as their level and quality of service.

IT Specialist, Large Enterprise Health Care Company