Winners drive innovation in the contact center through employee and customer engagement
Nashville, TN — September 12, 2018 — Calabrio, a leading provider of customer engagement and analytics software, announced the winners of the second annual ONE Awards during its customer conference, Calabrio Customer Connect (C3). The ONE Awards recognize high-achieving companies using Calabrio ONE to drive innovation in the contact center and beyond. Spanning nine categories, awards were given to Calabrio customers who are leveraging the power of Calabrio ONE to evolve their contact centers to meet new customer and workforce demands, improve employee engagement and satisfaction, and deliver exceptional customer experiences.
“The Calabrio ONE Award winners have elevated their contact center by empowering their agents and leveraging powerful customer insights that impact their business,” said Tom Goodmanson, president and CEO at Calabrio. “These companies are leading the way as the contact center is becoming the epicenter of the customer experience, creating loyal customers and delivering results. These awards reflect the innovative work they are doing, and we’re thrilled to celebrate with them at C3.”
The winners of the ONE Awards include:
THE OPTIMIZER – LendingClub
Since 2007, LendingClub has helped millions of people take control of their debt, grow their small businesses, and invest for the future. Using Calabrio ONE to drive efficiencies in their loan application review team, LendingClub was able to increase loan decisions per hour and thus reduce turnaround time for borrowers.
THE GLOBETROTTER – Young Living Essential Oils
Young Living Essential Oils has seen tremendous growth in the United States and around the world, expanding from a few contact centers and a few hundred agents to more than 900 agents located in seven countries. In 2018, Young Living launched Calabrio ONE in several global markets to manage different agent languages, skill mappings and schedules. Using Calabrio, Young Living quickly and easily manages staffing needs, and continues to uphold its “member-first” core value.
THE CONVERTER – Paychex, Inc.
Paychex moved from three disparate workforce management (WFM) tools to Calabrio ONE and launched the WFM solution to new teams within the company to simplify the governance and standardization process to move the business forward. Today, Calabrio ONE is used by more than 1,000 employees across multiple divisions with plans for future growth.
THE TRAILBLAZER – Sequential Technology International (STI)
Since launching the Calabrio ONE cloud platform STI has been at the forefront of implementing and driving innovation through integrating the platform capabilities with the operational needs of their complex Customer Experience business. Through collaboration with Calabrio, STI has incorporated agent level performance and scheduling with quality processes to provide a critical portal that drives PCI Compliance, improves agent conformity, increases productivity, and enhances customer satisfaction measurements across their domestic and international centers of excellence.
THE ENGAGER – Radial, a bpost company
As ecommerce evolves, Radial has sought to invest and innovate with new offerings to meet increasing customer expectations. The company needed a nimble and flexible recording platform that would allow for scale in any location, at any time. After implementing Calabrio ONE, Radial unified data from disparate sources into a powerful analytics engine, empowering business users, decision makers and analysts to use valuable insights to drive change.
THE LEADER – Consumer Cellular
Consumer Cellular is focused on optimizing every layer of the business. By utilizing Calabrio ONE to manage agent schedules and automate reporting, the company’s workforce management team went from data entry to an analyst department with an even more engaged workforce. The company has saved on costs and has seen a gain in service levels and a decrease in abandon rates.
THE ANALYZER – Tiffany & Co.
Tiffany & Co. focuses on bringing the voice of its customer to decision makers. With the use of Calabrio ONE, Tiffany & Co. has extracted real customer voices that are relevant to identify new customer concerns and share with management. The customer data also allows the company to validate assumptions and allocate resources on IT road maps.
THE INTEGRATOR – Rackspace
Rackspace is a tech savvy IT company that runs its contact center in the cloud. After implementing the Calabrio ONE cloud platform, the company found an innovative way to connect disparate ticketing systems and measure against service level agreements and adjust as needed. Rackspace also utilizes Calabrio to better manage agent scheduling and skill sets, resulting in improved adherence and customer satisfaction.
THE CHAMPION – Nicole Price (Radial, a bpost company)
As a leader in the Calabrio Champions Network, Nicole Price consistently advocates for the Calabrio ONE platform through reference calls, analyst inquiries, trade shows and case studies. Her contributions to the Calabrio workforce optimization community have driven improvements to the Calabrio ONE product suite.
About Calabrio Customer Connect
Calabrio’s annual user conference, Calabrio Customer Connect, is two-and-a-half days of in-depth learning and networking. Through dozens of breakout sessions and roundtable discussions, attendees learn from experts spanning industries, and share best practices and lessons learned with peers. They speak with Calabrio executives and technical experts to get more value from their investment in Calabrio solutions, and provide feedback for future products.
Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE® software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity. Find more at https://www.calabrio.com/ and follow @Calabrio on Twitter.
Calabrio, Calabrio ONE® and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.
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