TechValidate Research on Calabrio ONE


Calabrio ONE Case Study

Broadway Bank Improves Contact Center Productivity by More than 30% After Deploying Calabrio

Introduction

This case study of Broadway Bancshares, Inc. is based on a November 2018 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“Calabrio has allowed us to have a more efficient call center in regard to scheduling and engaging agents with quality scores being available for them to view.”

Challenges

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

  • Switched from their previous solution because of Calabrio’s:
    • Unified suite/integration

Use Case

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

  • Using the following Calabrio ONE modules:
    • Call Recording
    • Quality Management
    • Workforce Management
  • Uses the following metrics to measure their contact center’s performance:
    • Net Promoter Score (NPS)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Experienced the following benefits since deploying Calabrio:
    • Improved contact center efficiency
    • Increased employee engagement
  • Increased the productivity of their contact center by 30-50% after deploying Calabrio software.




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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