Calabrio ONE Research Chart: Contact Centers Agree—Involving Agents in QA Processes Increases Engagement

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.

Respondent Details

Statements from the following verified business professionals were used to create this chart:

	Company Size	Industry	Response
End User	Medium Enterprise	Consumer Products	Allow employees to assess their performance and contribute to the organization's goals Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools Allow time away for volunteerism Reward with recreation opportunities
Business Professional	Medium Enterprise	Insurance	Gamification Allow employees to assess their performance and contribute to the organization's goals
Customer Support Representative	Fortune 500	Transportation Services	Allow employees to assess their performance and contribute to the organization's goals Allow time away for volunteerism Reward with recreation opportunities
Logistics Manager	Large Enterprise	Professional Services	Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools Reward with recreation opportunities
Business Operations	Small Business	Professional Services	Allow employees to assess their performance and contribute to the organization's goals Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools Allow time away for volunteerism
End User	S&P 500	Professional Services	Allow employees to assess their performance and contribute to the organization's goals Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools Allow time away for volunteerism Reward with recreation opportunities
Operations Manager	Medium Enterprise	Insurance	Allow employees to assess their performance and contribute to the organization's goals Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools Allow time away for volunteerism Reward with recreation opportunities
Customer Support Representative	Medium Enterprise	Automotive & Transport	Allow employees to assess their performance and contribute to the organization's goals Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools
Engineer	Global 500	Consumer Products	Allow employees to assess their performance and contribute to the organization's goals Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools
Business Operations	Large Enterprise	Telecommunications Services	Allow time away for volunteerism Reward with recreation opportunities

Allow employees to assess their performance and contribute to the organization's goals	62%
Voice-of-the-Employee program so agents have a voice in their work environment, activities, and tools	45%
Allow time away for volunteerism	40%
Reward with recreation opportunities	39%
Gamification	15%

TechValidate Research on Calabrio ONE

Contact Centers Agree—Involving Agents in QA Processes Increases Engagement

About This Data