Polaris, Green Mountain Coffee Roasters and AAA of Western and Central New York receive CRMXcellence Challenge Awards for improving contact center performance
Minneapolis, MN — Calabrio, Inc., a leading provider of contact center workforce optimization and analytics software, today announced its customers are among the elite customer service organizations honored with a CRMXcellence Challenge Award. Polaris, Green Mountain Coffee Roasters and AAA of Western and Central NY were each honored for outstanding achievements and exceptional customer service performance through the use of innovative technology in the contact center.
Each company successfully achieved specific business goals using the Calabrio ONE® Workforce Optimization Suite, and as a result, was awarded a CRMXcellence Challenge Award for enhancing customer experience:
- Polaris Industries, Inc., a powersports vehicle manufacturer, won a Gold Award for “Best Customer Service Experience for the Small Contact Center,” for its creativity in correlating agent effectiveness with shift schedules with Calabrio ONE. By adjusting the placement of agents during their peak performance time to accommodate heavy calling times, Polaris is able to more effectively handle calls, and agents are happier and more efficient. Polaris has also developed a number of programs to enable rapid organizational growth and keep a close eye on customer satisfaction. These programs include agent performance incentives to drive motivation and cut evaluation time; a dealer network rating system to expedite the most at-risk calls; and process automation to reduce labor times and operational costs.
- Green Mountain Coffee Roasters, Inc., a leader in specialty coffee and coffee makers, including the Keurig® Single Cup brewing technology, won the Silver Award for “Best Customer Service Experience for the Large Contact Center” for its inventive use of Calabrio ONE to effectively keep customer service levels high. Green Mountain Coffee Roasters gives its agents the flexibility to go beyond the expected in order to deliver great customer service. The company then leverages speech, text and desktop analytics to mine successful stories and use as examples for other agents. All agents are empowered to track their own progress, which has resulted in increased motivation, performance and customer satisfaction and retention.
- AAA of Western and Central New York (AAA WCNY) won the Bronze Award for “Best Customer Service Experience for the Small Contact Center” for its innovative use of workforce and quality management methods to impact agent performance to strengthen customer satisfaction. With Calabrio ONE, the company has created a unique and successful performance rating and reward system that keeps agents focused on improvement. AAA WCNY also is able to keep agents emotionally engaged by sending them out with drivers to meet customers face-to-face. As a result, AAA WCNY has boosted agent satisfaction, and performance levels are almost always at or above established goals. Customers have noticed the difference too, as AAA has seen sales improve and customer satisfaction levels held high.
“Polaris, Green Mountain Coffee Roasters and AAA of Western and Central New York are three excellent examples of customers that understand the importance of a smart, simple software solution to help them improve the efficiency and performance of their service organizations,” said Tom Goodmanson, president and CEO of Calabrio. “We’re proud of what our customers have accomplished and congratulate them on this well-deserved recognition.”
The Calabrio ONE Suite enables smarter, simpler customer service and workforce optimization activities through advanced and integrated call recording, quality management, workforce management, performance dashboards and speech-, desktop- and text-based analytics software. Calabrio ONE is currently available through Calabrio and its partner network. Additional information about all Calabrio products can be found at www.calabrio.com.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that’s easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics, desktop and text analytics, and performance-based dashboards and reporting. Calabrio ONE is flexible – providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives. Calabrio is a member of the Cisco Developer Network (CDN), and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.
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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.