Calabrio ONE TechFacts : Page 6

Calabrio Customer Connect Customer Testimonial

C3 Attendee Testimonial

This was my first C3 conference and it was awesome. The breakout sessions were my favorite. The facilitators of those sessions were very informative, and open to questions during and after the sessions. I couldn’t wait to share everything I learned with my team. I’m looking forward to attending next year.

— Rachelle White, Workforce Analyst, Houston Methodist

Calabrio Customer Connect Customer Testimonial

“Thank you for encouraging a Calabrio community!”

I really enjoyed myself and found Calabrio Customer Connect very valuable. Thank you for all of your efforts in putting this together, and encouraging a Calabrio community.

— Chris Gorospe, Operations Manager, Pacific Life Insurance Company

Calabrio Customer Connect Customer Testimonial

C3 Attendee Testimonial

It was a great experience – well-planned and coordinated. There were many times I wished I could attend two sessions at the same time!!

— Lori Greubel, Director, Customer Service, Quartz Health Solutions

Calabrio Customer Connect Customer Testimonial

C3 Attendee Testimonial

In my 35+ years in the industry, this was the best user conference I have ever attended.

— Tim Abney, IT Professional, Allegiance Benefit Plan

Calabrio ONE Customer Testimonial

Calabrio Makes Coaching More Efficient

Recorded and captured screen scrapes are the best coaching tools I have used yet. What a great opportunity to coach one-on-one and show agents more efficient ways to maneuver the systems to get the best possible service and lowest call handle times.

— Sheri Kugler, Project Manager, Global Response Corp.

Calabrio ONE Customer Testimonial

The New Workforce Demands Flexibility

Scheduling flexibility has been the biggest change in employee expectations, as we employ mainly 18-26 year olds. We need to be able to work with their life schedules.

— IT Specialist, Large Enterprise Consumer Products Company

Calabrio ONE Customer Satisfaction Rating

Customer Testimonial

A procurement director at a medium enterprise energy & utilities company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE Customer Satisfaction Rating

“Calabrio takes suggestions from customers and makes them real.”

A business professional at a medium enterprise financial services company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE Customer Satisfaction Rating

Customer Testimonial

An executive at a medium enterprise banking company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE Customer Testimonial

Employee Engagement Increases with Access to Data

Employee satisfaction is greatly enhanced with the use of dashboards and data in Calabrio ONE.

— Consultant, Fortune 500 Retail Company

Calabrio ONE Customer Testimonial

Hiring the Best Agents in the World

We have found that we can retain better talent in remote locations as opposed to being limited to talent that is in close proximity to our call centers. This enables us to bring in highly experienced agents that provide the very best service to our customers while at the same time increasing sales and retaining future business.

— Engineer, Small Business Media & Entertainment Company

Calabrio ONE Customer Testimonial

Improved Customer Service with Calabrio ONE

We use Calabrio ONE to make the most of the opportunities coming our way. Reps are held accountable for asking all the right questions and working on closing sales on every call. We’ve seen improved customer service and high close rates.

— Doug Utter, Facilities Manager, LKQ Corporation

Calabrio ONE Customer Testimonial

Schedule Adherence Improves Call Center Culture

The expectations before implementation of Calabrio WFM and the arrival of the current leadership was much more lax. There was no schedule adherence and agents made their own schedules. Now there is adherence and forecast-based schedules, which has helped to improve the culture of the call center.

— Financial Analyst, Small Business Health Care Company

Calabrio ONE Customer Testimonial

Customer Testimonial

We use Calabrio ONE to record review calls and execute real-time monitoring, which has allowed us to provide better training and recognition for our employees.

— Operations Manager, Medium Enterprise Consumer Services Company

Calabrio ONE Customer Testimonial

Coaching is No Longer Optional for Workforce Engagement

Coaching has gone from being a “nice to have” to being absolutely essential in the workplace. The engagement and development of staff is the only way a company can grow. Attitudes in the UK towards staff development has changed massively due to this.

— James Osypiw, Senior Customer Services Manager, WEX Europe Services

Calabrio ONE Customer Testimonial

Visibility into Employee Performance Allows for Schedule Flexibility

We have been able to allow teleworking since we have statistics that tell us how each employee is doing.

— Operations Manager, Federal Government

Calabrio ONE Customer Testimonial

Giving Agents Visibility into Schedule Creation with Calabrio ONE

Agents have a clear understanding of their schedule and their expectations on a day-to-day basis. They are able to see why they are being scheduled the way that they are.

— Dan Bognar, Operations Manager, Delta Defense, LLC

Calabrio ONE Customer Testimonial

Scheduling that Responds to Business Needs

Agents have come to expect that schedules are created based on the needs of the business, rather than repetition or seniority.

— Business Professionals, Medium Enterprise Insurance Company

Calabrio ONE Customer Testimonial

Better Agent Productivity with Calabrio ONE

I have improved agent productivity and schedule efficiency by using Calabrio workforce management.

— Lisandro Sanchez, Project Manager, Equifax

Calabrio ONE Customer Testimonial

Workforce Engagement in Action

There has been more adoption of work-from-home opportunities, along with the desire to have near-time direct feedback of employee performance. Employees continue to like recognition and also have an increased desire to participate in process improvement efforts.

— Robin Gomez, Director, Data & Analytics, Radial

Calabrio ONE Customer Testimonial

Agents Crave Flexibility

Schedule flexibility is very important to our staff. This has helped morale tremendously as well as helping to keep us financially responsible. Real-time availability to metrics has allowed for immediate agent self-healing.

— Cindy Durocher, Business Analyst, Paychex, Inc.

Calabrio ONE Customer Statistic

Calabrio Analytics Supports Agent Engagement Efforts

55% of surveyed customers leverage Calabrio ONE’s desktop analytics or Voice-of-the-Employee analytics to support their agent engagement efforts.

55%

Calabrio ONE Customer Statistic

Dashboards Help Agents Self-Manage Performance

67% of surveyed customers empower employees to self-manage their performance by offering dashboards that clearly display performance metrics.

67%

Calabrio ONE Customer Statistic

Employee Engagement Remains Priority

92% of surveyed customers agree that employee engagement is a priority for their contact center.

92%

Calabrio ONE Customer Testimonial

Better Evaluations with Calabrio ONE

More formality in evaluations via Calabrio has resulted in better communication and relationship between QA and the contact center.

— Risk Manager, Small Business Retail Company

Calabrio ONE Customer Satisfaction Rating

10 out of 10

Mike Hall, a contact centre analyst & reporting specialist at Superior Propane, would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE Customer Satisfaction Rating

10 out of 10

Cindy Durocher, a business analyst at Paychex, Inc., would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE Customer Satisfaction Rating

10 out of 10

Tracey Daughtery, a business professional at First Financial Bankshares, Inc., would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE Customer Satisfaction Rating

10 out of 10

Dan Bognar, an operations manager at Delta Defense, LLC, would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE Customer Satisfaction Rating

10 out of 10

Aquiles Aguilera, a project manager at Exelon, would be very likely to recommend Calabrio ONE for this reason:

TechValidate Research on Calabrio ONE

508 TechFacts – Page 6 of 17

C3 Attendee Testimonial

“Thank you for encouraging a Calabrio community!”

C3 Attendee Testimonial

C3 Attendee Testimonial

Calabrio Makes Coaching More Efficient

The New Workforce Demands Flexibility

Customer Testimonial

“Calabrio takes suggestions from customers and makes them real.”

Customer Testimonial

Employee Engagement Increases with Access to Data

Hiring the Best Agents in the World

Improved Customer Service with Calabrio ONE

Schedule Adherence Improves Call Center Culture

Customer Testimonial

Coaching is No Longer Optional for Workforce Engagement

Visibility into Employee Performance Allows for Schedule Flexibility

Giving Agents Visibility into Schedule Creation with Calabrio ONE

Scheduling that Responds to Business Needs

Better Agent Productivity with Calabrio ONE

Workforce Engagement in Action

Agents Crave Flexibility

Calabrio Analytics Supports Agent Engagement Efforts

Dashboards Help Agents Self-Manage Performance

Employee Engagement Remains Priority

Better Evaluations with Calabrio ONE

10 out of 10

10 out of 10

10 out of 10

10 out of 10

10 out of 10