The Power of Workforce Engagement

Deeply Engaged Employees. Incredibly Loyal Customers. What’s Not to Love?

Next-Level Employee
Engagement Begins Here

Compelling evidence links employee engagement with outcomes that matter to every organization—customer loyalty, revenue generation, Net Promoter Score (NPS) and retention of high-performing employees. Calabrio ONE offers entirely unique features that extract the best possible performance from your contact center employees. No matter how complex your offerings or your customer base may be, Calabrio ONE provides your team with access to intelligent tools that enable them to deliver measurably better performance at a lower cost.
next level employee engagement
first call resolution

Happy Agents. Happier Customers. More Revenue.

The contact center is often the last line of defense in customer retention. The need to attract and retain high-caliber employees is intensifying. Workforce engagement management (WEM) is emerging as a powerful new way to elevate and sustain the customer experience. In fact, studies show that even a 5% increase in employee engagement in the contact center can drive 3% incremental gains in revenue.
engage and retain best employees

Engage, Retain and Empower Your Best Employees

Calabrio ONE enables managers to create a real-time feedback loop with call center agents, ensuring the entire contact center—even top performers—continues to evolve skills and performance. Agents can view evaluations as they are completed and make real-time adjustments to their performance. Not surprisingly, this immediate feedback is one of the top drivers of employee satisfaction and retention. Your managers have never experienced technology like this. They can help agents instill a sense of pride in their daily performance and take ownership of their ongoing improvement.
“Calabrio ONE has helped us keep our agents more engaged. It has helped with coaching and evaluating agents’ performance more quickly and providing feedback when necessary.”

Michelle Lane
– Customer Service Center Manager, Broadway Bank

Workforce Optimization Becomes
Workforce Engagement with Calabrio ONE

 

Top Strategies for Customer Service Optimization

Ensure you’re making the best use of agents’ skills, availability and time to meet dynamic customer and business demands.

The Definitive Primer on Contact Center Employee Engagement

High agent turnover is expensive and disruptive. Learn why contact centers are turning to WEM to reduce talent shortages and improve the customer experience.

Health of the Contact Center

A recent study of 1,000 agents worldwide uncovers the true health of today’s contact centers. Read the report for key findings that can help you revitalize your agent experience.

Discover Calabrio ONE

A fully integrated customer engagement suite.

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