Recognizing Customer Experience Success in the Contact Center
At Calabrio, we are inspired by the fact that our customers are using the Calabrio One platform to drive real business transformation. We are growing rapidly for companies to cater to the needs of their vast customer base.
We see that customers access their voice (VoC) and use the information coming to our contact center to create emotional connections that build brand loyalty. And we have seen organizations bring together different sources of information to get what their customers really want.
In 2017, we decided to praise and celebrate customer organizations leveraging Calabrio to drive the future of human productivity and customer and employee experience, so we launched the One Awards during the Calabrio Customer Connect (C3) conference.
The Forest Awards cover nine categories to identify highly successful companies using Calabrio One to drive innovation in their contact centers and beyond.
Today, we are proud to announce the winners of the 2018 Calabrio One Award. Such companies are transforming the entire customer experience and we are excited to include them in our journey.
Optimizer – LendingClub
Since 2007, LadingClub has helped millions control their debt, develop small businesses, and invest in the future. Using Calabrio One to increase efficiency in the LendingClub credit review team can increase credit decisions per hour and reduce time.
GLOBETROTTER – Young Living Essential Oil
Young Living Essential Oils has enjoyed tremendous growth in the United States and around the world, expanding from a handful of contact centers and hundreds of agents to more than 900 agents in 7 countries.
In 2018, Young Living launched Calabrio One. Multiple global markets for managing agent languages, mapping, skills, and schedules. By using Calabrio, Young Living is able to manage employee needs quickly and easily and maintains the core value of “member first”.
Converter – Paychex, Inc
Paychex moved from three different workforce management (WFM) tools to Calabrio One and launched an SFM solution for new teams within the company to ease governance and standardization processes to drive businesses forward. The Calabrio One is currently used by more than 1,000 employees in many departments, with plans for future growth.
TRAILBLAZER – Sequential Technology International (STI)
Since the launch of the Calabrio One STI cloud platform, it has been at the forefront of adoption and driving innovation through combining the capabilities of the platform with the operational needs of the complex customer experience business in collaboration with Calabrio STI.
Combine agent-level performance and scheduling with quality processes to provide agent portals that drive PCI compliance, improve agent consistency, increase productivity, and enhance customer satisfaction measurement at both centers of excellence.
As e-commerce evolved, Radial sought to invest and innovate with new offerings to meet growing customer expectations.
The company needed an agile and flexible recording platform that could enable scalability anywhere. At any time after using Calabrio One, Radial merges data from a variety of sources into one powerful analytics tool, which uses valuable insights to empower business users, decision makers, and analysts. Before change
Consumer Cellular focuses on optimizing all layers of the business. Using the Calabrio One to manage agent schedules and automated reporting, the company’s employee management team has moved from data entry to an analytics department with shift employees. Get more involved, the company has saved costs and seen an increase in service levels and lower abandonment rates.
Analyst – Tiffany & Company
Using Calabrio One, Tiffany & Company focuses on bringing the voice of decision-making customers using Calabrio One. Tiffany & Co. attracted relevant real customer voices to identify new customers’ concerns and share them with parties. Managed customer data allows companies to validate assumptions on their IT plans and allocate resources.
Integrator – Rackspace
Rackspace is a technology-savvy IT company that manages a contact center in the cloud. Using the Calabrio One Cloud platform, the company found a new way of connecting various ticketing systems and measuring them against service level deals and adjusting them as needed. Rackspace also uses Calabrio to manage scheduling and skill sets. Of agents, resulting in better compliance and customer satisfaction.