Since Calabrio’s inception in 1992, we’ve been working relentlessly on raising employee engagement and satisfaction – both in our own internal operations and in our workforce management (WFM) solution. Our efforts have now been rewarded with the prestigious 2016 EMEA Customer Value Leadership Award from growth consultancy, Frost & Sullivan.
We’ve always believed that achieving customer satisfaction is the way to go. Winning this award is sure-fire proof that our hunch has been right all along. Our consultants, for example, stay with our customers and support them long after the installation phase, ensuring not only that our WFM solution is up and running properly, but that it’s tailored, fine-tuned and maximized in its usage – thus fully meeting each customer’s needs. A thorough and detailed hand-over of the customer from consulting to service desk secures the continuous customer care.
Thanks to our customers, we have provided many industry first solutions in the employee engagement area. Almost two decades ago, we delivered the first WFM solution allowing employees to plan their work around their life while still optimizing service levels. This was followed by other industry firsts such as fairness systems, real-time communication and self-service tools. In more recent years, we created the industry’s first gamification tool that motivates agents in an enjoyable way, allowing them to see their achievements and thus perform better in the long run.
Our agent self-service portal also promotes work-life balance by allowing agents to trade shifts and have a say over their schedules – anytime, anywhere. We’ve come a long way in perfecting and tweaking these agent tools, which continue, without fail, to prove their value by engaging and empowering employees.
Winning this Customer Value Leadership Award shows that our relentless efforts to improve customer satisfaction have been right on track from the start. Every week, we meet with some of the most demanding contact centers in the world. They continually push us to make improvements. It’s a fantastic, synergistic interplay we have ongoing: they incite us to continue designing innovative features, which, in turn, bring them greater positive business impacts and value.
We’re very proud to receive this Frost & Sullivan Award because it acknowledges not only our best practices in the industry but also our best-in-class solution in the industry. Our aim is continue on this one and the same successful path – now and in the future.
To understand the criteria for winning this award, see the full report: Frost & Sullivan: Customer Value Leadership Award – WFM Solutions – EMEA