TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

Large Enterprise Telecommunications and Cable Services Company Improves Employee Engagement with Calabrio ONE

Introduction

This case study of a large enterprise telecommunications services company is based on a July 2017 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.

Challenges

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

  • Agrees that employee engagement is a priority for their contact center.

Use Case

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

  • Invested in the following for their contact center to better engage employees:
    • Deploying/reconfiguring technology
    • Optimizing their recruiting and hiring process
    • Improving training and skill development programs
    • Enhancing customer satisfaction-focused monitoring
    • Offering flexible work schedules/work from home
    • Enhancing recognition and rewards programs
  • Uses the following metrics to correlate level of employee engagement to customer experience:
    • First Contact Resolution (FCR)
    • Customer Satisfaction (CSAT)
    • Likelihood to Recommend (LTR)
  • Changed employee training, coaching, and motivation programs to accommodate the need for loyal agents that can perform higher level activities:
    • Gamification
    • Flexible scheduling
    • Peer mentoring
    • E-learning tools
    • Self-assessments and evaluations
  • Empowers employees to self-manage their performance in the following ways:
    • Self-scheduling for work/life balance
    • Self-assessment and coaching
    • Peer-to-peer mentoring
    • Dashboards that clearly display performance metrics
  • Creates a sense of worth and togetherness for employees in the following ways:
    • Offering gamification
    • Offering a Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools
    • Allowing time away for volunteerism

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Leverages the following Calabrio ONE features to support their agent engagement efforts:
    • Pause/resume for PCI compliance
    • Dynamic Scheduling
    • Intraday Dynamic Scheduling
  • Uses the following Calabrio ONE features to allow their agents more schedule flexibility:
    • Intraday Dynamic Scheduling
    • Dynamic Scheduling




About This Data

This data was sourced directly from verified users of Calabrio ONE by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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