We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. That’s why one of the great highlights of each year is the ONE Awards ceremony, which took place today at our annual customer conference, Calabrio Customer Connect. This year we also launched our first-ever analytics competition, so there was even more to celebrate.
This event is the perfect opportunity to let our customers shine by turning the spotlight on the successes they have achieved using Calabrio. The ONE Awards celebrate customers finding innovative ways to meet growing customer and workforce demands, improve employee engagement and satisfaction, and ultimately enrich human interactions with their brand. The analytics competition celebrates companies using Calabrio Analytics to turn contact center data into compelling insights to drive results in their organizations.
The Leader – Idaho Central Credit Union
Idaho Central continuously improves frontline engagement and performance and encourages agent empowerment—all backed by Calabrio’s integrated workforce management (WFM) platform. Idaho Central lets top agents select their schedules and invite agent representatives from each team to weigh in on important decisions, such as adherence goals, uses of gamification and scheduling policies. More than half of Idaho Central’s agents maintain a perfect attendance record.
The Engager – Blue Ridge
Thanks to Calabrio, Blue Ridge uses accurate forecasting and proactive scheduling to ensure agents are always there for customers. The technology has also enabled Blue Ridge to provide a quality interaction with customers using their preferred method of contact: chat, email or social media. As a result, customers report being happier overall.
The Optimizer – Alliant Energy
With Calabrio, Alliant Energy has transitioned to a largely self-service model for WFM, empowering agents and giving them a greater stake in ASA achievement, and saving on both CSA and WFM labor. For example, the company has cut emails to the shared inbox by about 75 percent and optimized WFM staffing by 50 percent.
The Globetrotter – Getronics
Getronics has used Calabrio solutions for 10 years and is implementing Calabrio Analytics. It is also standardizing all global on-premises workforce optimization (WFO) operations on Calabrio ONE, enabling it to create a single point of access for all users and provide updated functionality to its teams. The solution also reduces the time and cost of managing the global hardware infrastructure.
The Humanizer – Shopify
Calabrio enables Shopify to empower cultural nuances of its global workforce with added flexibility, such as varying vacation budgets based on location and season. Shopify gives leads the ability to manually adjust schedules to add things like 1:1s and team meetings. They also use the tool to schedule tasks and trainings outside of an individual employee’s specialties to expertise in other disciplines.
The Integrator – Exact Sciences
Exact Sciences has integrated the entire Calabrio product suite, including Calabrio Data Management. Integration with Epic software is also planned. This approach has enabled Exact Sciences to leverage Calabrio to deliver the right number of agents at the right time—down to half-hour increments—ensuring proper coverage for its 24/7 contact center operation.
The Trailblazer – Cummins Inc.
Cummins Inc. has successfully migrated 100 percent of its Calabrio deployment to the cloud and is expanding the technology across all three levels of Cummins Care. Cummins Inc. continues to look for ways to leverage Calabrio to forecast beyond the contact center, extending to forecasting needs of their technicians in the field.
The Champion – Caryn Yurkstas, Paychex
Caryn Yurkstas is the resident Calabrio expert at Paychex. Her on-demand agent training curriculum enables project managers with no previous WFM experience to be up and running on Calabrio in just two weeks. She hosts monthly meetings for analysts and WFM managers, and is an active member of the Calabrio Champions Network.
Grand Prize Winner – Radial, a bpost company
Using Calabrio Analytics and Sentiment Analysis, Radial identified phrases for and tuned two customer advocacy categories: “advocacy” and “powerless to help.” Radial split agents into natural advocates (as a control group), and non-natural advocates (as a test group), then provided sentiment coaching to increase the use of “advocacy” language and reduce the use of “powerless to help” language. Radial saw dramatic improvements in customer satisfaction and metrics related to customer perceptions, including a three percent improvement in first contact resolution. Radial anticipates material savings this year based on reducing repeat calls and hitting customer metric targets.
Runner Up – Superior Propane
Leveraging Calabrio Analytics, Superior Propane identified key phrases related to customer retention and categorized them into Competitive Switch, Service Barriers, VOC Schedule, Cancellation and Anger/Frustration. The insights from this desktop analysis are being integrated into agent coaching methods, while also being used to refine processes to reduce this key performance indicator long term.
Runner Up – Bluegrass Cellular
Thanks to Calabrio Analytics, Bluegrass Cellular found that many of the calls received by Level 2 Technical Support could have been handled by its retail or customer service teams, freeing the Level 2 team for escalated customer concerns. While the company aimed to reduce the calls to Level 2 Technical Support by 10 percent and decrease operational expenses, Calabrio speech analytics enabled an impressive 14 percent reduction in Level 2 calls and identified additional significant savings.
These and so many other customers stories inspire us every day to continue our mission of creating the most advanced and comprehensive customer experience intelligence platform to enable our customers to drive real business change, transform the entire customer experience, and achieve deeper engagement. Congratulations to all our winners and thank you to all who submitted nominations—what an impressive field!