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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 November 2018 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.”

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.




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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