Calabrio ONE Customer Research
Over 50% of customers see ROI within 1 year
How quickly did you see a return on your investment in Calabrio?
| Within 6-12 months |
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| Within 1-3 months |
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| Within 3-6 months |
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Calabrio ONE Customer Research
In which ways have you invested in your contact center to better engage employees?
| Improve training and skill development programs |
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| Enhance customer satisfaction-focused monitoring |
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| Deploy/reconfigure technology |
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| Enhance recognition and rewards programs |
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| Optimize recruiting and hiring |
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| Offer flexible work schedules/work from home |
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Calabrio ONE Customer Research
Which metrics do you use to correlate level of employee engagement to customer experience?
| Customer Satisfaction (CSAT) |
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| First Contact Resolution (FCR) |
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| Net Promoter Score (NPS) |
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| Customer Effort Score (CES) |
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| Likelihood to Recommend (LTR) |
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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 |
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| Self-assessments and evaluations |
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| E-learning tools |
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| Clearer opportunities for advancement |
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| Flexible scheduling |
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| Higher pay and better benefits |
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| Added gamification |
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Calabrio ONE Customer Research
Which of the following Calabrio ONE features are you leveraging to support your agent engagement efforts?
| Desktop analytics |
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| Dynamic Scheduling |
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| Pause/resume for PCI compliance |
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| Peer-to-peer mentoring requests |
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| Intraday Dynamic Scheduling |
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| Dynamic Availability |
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| Voice-of-the-Employee analytics (speech and text) |
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| Gamification |
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Calabrio ONE Customer Research
In which ways do you use analytics to understand and drive workforce engagement?
| Leverage data integrated from multiple applications to create reports and dash¬boards that help agents and their managers |
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| Analyze speech and text interactions to understand the employee experience |
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| Automated scoring of evaluation forms to use in employee coaching and training |
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Calabrio ONE Customer Research
Which Calabrio ONE features do you use to allow your agents more schedule flexibility?
| Real-Time Tracking |
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| Agent Alerts |
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| Dynamic Scheduling |
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| Performance-Based Scheduling |
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| Dynamic Availability |
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| Intraday Dynamic Scheduling |
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| Mobile-Optimized Agent Schedules |
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Calabrio ONE Customer Research
Which Calabrio ONE features do you use to allow your agents more schedule flexibility?
| Real-Time Tracking |
|
|
| Agent Alerts |
|
|
| Dynamic Scheduling |
|
|
| Performance-Based Scheduling |
|
|
| Intraday Dynamic Scheduling |
|
|
| Dynamic Availability |
|
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| Mobile-Optimized Agent Schedules |
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Calabrio ONE Customer Research
In which ways do you create a sense of worth and togetherness for employees?
| Allow employees to assess their performance and contribute to the organization's goals |
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| Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools |
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| Allow time away for volunteerism |
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| Reward with recreation opportunities |
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| Gamification |
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Calabrio ONE Customer Research
Which of the following Calabrio ONE features are you leveraging to support your agent engagement efforts?
| Desktop analytics |
|
|
| Dynamic Scheduling |
|
|
| Pause/resume for PCI compliance |
|
|
| Peer-to-peer mentoring requests |
|
|
| Intraday Dynamic Scheduling |
|
|
| Dynamic Availability |
|
|
| Voice-of-the-Employee analytics (speech and text) |
|
|
| 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 |
|
Calabrio ONE Customer Research
Which metrics do you use to correlate level of employee engagement to customer experience?
| Customer Satisfaction (CSAT) |
|
|
| First Contact Resolution (FCR) |
|
|
| Net Promoter Score (NPS) |
|
|
| Customer Effort Score (CES) |
|
|
| Likelihood to Recommend (LTR) |
|
Calabrio ONE Customer Research
In which ways have you invested in your contact center to better engage employees?
| Improve training and skill development programs |
|
|
| Enhance customer satisfaction-focused monitoring |
|
|
| Deploy / reconfigure technology |
|
|
| Enhance recognition and rewards programs |
|
|
| Optimize recruiting and hiring |
|
|
| Offer flexible work schedules / work from home |
|
Calabrio ONE Customer Research
Are you analyzing contact center data to gain business insights?
Calabrio ONE Customer Research
In the next 12 months, how will you deploy your WFO solutions?
Calabrio ONE Customer Research
How important is it for your organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.)?
| Extremely important |
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| Very important |
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| Somewhat important |
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| Not important |
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