Nikki Brown

Nikki stepped into the leadership role at Olympic Medical Center and quickly turned around the culture in the contact center. She built such a successful foundation that when their new phone system went live a day earlier than expected and agents arrived to work to find everything swapped over, they took it in stride.

Nikki has become the subject matter expert in Calabrio, trained others in their organization on the software and processes and discovered how to leverage the technology to not only provide constructive feedback to staff, but improve the overall patient experience. Her team is so proud of her!

Robin Selby

Robin has nearly single handedly integrated CX at Norwegian Cruise Line. She is self-taught as their QA department was dropped in her lap as they were just getting into Calabrio. She builds every dashboard (Agent and Supervisor) for 20+ lines of business and globally deals with all issues that come with serving so many lines of business. She sits with leadership, managers and supervisors and walks them through how to manipulate their data.

She is integral at the highest levels. When Norwegian Cruise Line moved to Insights, Robin took that on and integrated it. The amount of responsibility and workload on her shoulders is immense. Nobody is more important to their leadership. If this was a sport, Robin would be a unanimous MVP. Robin never looks for gratitude. However, her team thinks it’s time she gets some recognition for her work.

Cozette Vanderwall

Cozette drove the implementation of Calabrio as a new program at Americor. She worked tirelessly to dig into every aspect of the back and front ends. She supported various stakeholders in all departments. She collaborated with L&D to prepare and facilitate training for each and every agent. She is an excellent communicator and a team player who is always willing to answer questions, lend a hand, or offer support. She is THE Calabrio expert at Americor and an incredible colleague to her entire team.

Chris Barfield

Chris has embraced the change from Data Explorer to Insights at OnePay. He has become an expert in the data and visualization for their team. Since the launch of Insights within Calabrio, he has built meaningful dashboards that highlight some of the key metrics they review and discuss daily with their BPO’s to help drive operational improvements. Below are some of the results they’ve seen since:

Adherence – 2% – 4% improvement (90% – 94%)

Unplanned Absenteeism – ~5% improvement

Overall Absenteeism – ~3% improvement

Created a dashboard containing all daily reporting extracts for organization and easy accessibility for the team

As OnePay evolves and explores more with Insights, there is no doubt that he will continue to be a valuable resource and expert for his team.

Courtney Revas

Courtney is the kind of person you want in your corner. She is relentless in pursuit of improvement, resourceful, and collaborative. She’s pushed Calabrio to the limits of its capabilities to transform how the State of Nebraska – DHHS measures productivity. By automating reporting and dashboard creation that was once manual and time-consuming, they’ve saved over $715,000 and reclaimed more than 25,000 staff hours. That time is now spent coaching and supporting their teams.

But Courtney doesn’t stop at internal wins. Through relationships built at C3 and Customer Linkups, she has created a monthly collaborative group of Calabrio users across five organizations. They troubleshoot, share insights, and elevate each other’s use of the platform. Her team is proud of the way she maximizes tools, uplifts teams, and advocates for continuous growth.

Brandon Carroll

McKesson exemplifies partnership and innovation as pioneers in Calabrio’s Conversation Intelligence pilot (2023) and first enterprise adopter of Auto QM (2024). Their unwavering commitment to excellent customer service to their clients continuously challenges Calabrio to elevate standards, while their forward-thinking approach to enterprise-scale implementation has been instrumental in shaping product evolution. McKesson’s collaborative spirit, constructive feedback, and solutions-oriented mindset make them an exceptional partner and deserving recipient of the Conversation Intelligence Award.

Rick Peters

From day one, Rick has been Calabrio’s most passionate advocate and a driving force behind its success within Workplace Options. He has played a pivotal role in every phase, from the initial implementation of both the WFM and Quality Management modules to ongoing optimization and innovation. He has worked closely with the Calabrio development team to enhance system features and expand usership capabilities, not only to meet the evolving needs of Workplace Options, but also to cater to and support a broader range of business models and operational styles.

Rick consistently bridges the gap between our internal WPO team and Calabrio, facilitating clear communication, driving continuous improvement, and ensuring our staff is always informed and empowered. He has led numerous educational sessions (office hours), creating a friendly/informal space for learning and engagement, and has been instrumental in designing and overseeing the implementation of user-friendly, customized dashboards. His influence is recognized at the highest levels, receiving internal praises within WPO for his work and supporting broader team participation in Calabrio events like C3.

Rick’s unwavering commitment, visionary approach, and deep belief in the Calabrio partnership make him not just a champion, but the Champion Calabrio can be proud of!