Calabrio ONE Customer Review
5/5 Stars
Data Explorer allow us to pinpoint certain trends that we were not able to do previously. It allow us to see and calculate key phrases that will help determine ways of providing coaching for agents
Calabrio Customer Satisfaction Rating
A Contact Center Manager at a large enterprise construction company in APAC would be very likely to recommend Calabrio for this reason:
Scheduling and planning matches the workload and is easy for our agents to use and understand.
Based on a response of 9 to the question “On a scale of 0-10, how likely would you be to recommend Calabrio?”
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 ONE Case Study
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.”
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Customer Testimonial
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
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
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 |
|
|
| Self-assessments and evaluations |
|
|
| E-learning tools |
|
|
| Clearer opportunities for advancement |
|
|
| Flexible scheduling |
|
|
| Higher pay and better benefits |
|
|
| Added gamification |
|
Calabrio ONE Customer Research
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 |
|
|
| Peer mentoring |
|
|
| E-learning tools |
|
|
| Flexible scheduling |
|
|
| Clearer opportunities for advancement |
|
|
| Higher pay and better benefits |
|
|
| Added gamification |
|
