Public Sector Customer Experience Strategies | Calabrio

Customer Experience Strategies
for the Public Sector

Scalable, Robust Workforce Optimization
and Powerful Voice of the Citizen Analytics
for Your State, Local, or Educational Contact Center

Customer Experience Strategies for the Public Sector

Scalable, Robust Workforce Optimization
and Powerful Voice of the Citizen Analytics
for Your State, Local, or Educational Contact Center

Human connections for an informed citizenry.

Public works affect the lives of millions. Every city service, state budget and local classroom serves to inform and guide its citizens. Keeping citizens informed and active requires adjusting to ever-evolving needs. Each level of the public sector faces a unique challenge – how do they provide exceptional service for their citizens, balance productivity and cost needs and truly understand citizen expectations?

For state governments, they need to balance budgets and manage statewide services. For local governments, they need to deliver basic needs with minimal interruptions. For K-12 institutions, they need to deliver high quality education, ensure student safety, supply materials for online-only instruction, and adjust to a widening digital divide. For higher education, they need to rely on new technology to educate a geographically distant student body.

To improve the experience for their citizens, public sector organizations can use customer intelligence platforms to analyze voice of the citizen data, much of which flows through the contact center daily. From phone calls to emails to chats, omnichannel contact centers are central repositories of a wealth of citizen knowledge. Harnessing this knowledge can help public sector organizations keep their citizens satisfied and informed.

“Aside from the ongoing technological innovations and new applications happening at Calabrio, I am most impressed by the people who make Calabrio such a unique and dynamic organization. The professionalism, passion, and competence of Calabrio’s employees are top notch. Being a Calabrio customer really does feel like being an extended member of the team. You can tell that Calabrio makes their employees feel valued, empowered, and engaged, which shines through at the customer level as well!”

Lance Westfall
IT Systems Analyst, Bridgepoint Education

Impact of Analytics for the Public Sector

Transparency for State Governments

States need to operate complex public systems with finite resources. They need to understand how citizens feel about state operations, where things must improve, and how to support state employees. Recent events have added a new challenge for state management—tracing and monitoring outbreaks of the coronavirus.

In every aspect of state services, citizens demand transparency. They will speak out if they don’t get it, either over the phone, email, chat, or at the ballot box. State organizations can best provide that transparency if they can truly understand the sentiment of its citizens.

We aim to help state governments better inform their citizens through a robust analytics and voice-of-the-citizen capturing model. It’s intended to be comprehensive of citizen sentiment, yet simple to manage and quick to deploy.

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“After implementing Calabrio Workforce Management, City of Vancouver saw an 8% increase in adherence levels within one year. In a call center, we measure time in seconds. If I can get 10 more minutes per day of productivity out of someone multiplied by all our agents, then I can save money by not hiring another employee.”

Marc Dubé
Workforce Team Manager, City of Vancouver

Voice of the People

It’s vital to understand the pulse of your community and use that insight to create the appropriate outreach. Sentiment Analytics is one of the most efficient and effective methods to unlock the voice of the citizenry. Leverage Calabrio ONE’s sophisticated speech, desktop and text analytics to unlock trends and sentiment—and take appropriate action.

Empower Employees

The City of Vancouver’s biggest challenge came from its greatest attributes—providing employees with work/life balance while managing the call volume growth rate. City leaders needed a flexible solution that could handle an increased call volume, maintain a high level of service and improve employee efficiency. Calabrio WFM allowed the city to accurately schedule employees, empower them to have more of a voice in their schedule, and drastically reduce turnover.

Monitor and Measure

When the citizens in your community attempt to contact a city department, what is their experience like? Are they able to reach the right department with minimal effort, or do they get transferred numerous times? Identify pain points and bottlenecks by monitoring interaction trends—from frequent transfers between departments to snags in your current contact center processes.

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Efficiency for Local Governments

Local governments need to manage city services and handle disruptions quickly. They also need to allocate resources and funding to local safety, utility and educational organizations. Contact tracing efforts reach down to this level as well, as local governments work to ensure the safety of their citizens.

Speed and efficiency are vital for these services. Citizens won’t wait long for water to be restored, or for potholes to be filled. Local organizations can best provide such efficiency if they can use analytics and cloud-based contact centers to quickly capture and analyze citizen needs.

We seek to help local governments serve their citizens through an easy, personalized and smart contact center solution. While you’re rightfully focused on the needs of your citizens, we’re focused on helping you best understand those needs.

“As a government agency, having Calabrio ONE has helped us become a more accurate, timely and consistent entity.”

John Lockwood
Operations Manager, State of Oregon-Public Employees Retirement System

Quickly React to Current Events

Calabrio’s cloud-based contact center solutions enable state government departments to quickly adapt to changing citizen demands due to an unforeseen crisis or event. Flexible licensing models and cloud-based resources allow state agencies to flex staffing levels as needed without complicated procurement procedures for licensing or additional hardware requirements.

Streamline Processes Across Multiple Departments Internally

Calabrio enables state government departments to quickly identify citizen friction points by monitoring interaction trends, from service issues to snags in contact center processes. These streamlined processes improve the citizen experience, freeing up time for staff to work on other high priority projects.

Deliver omnichannel experiences

integrate data from all aspects of the omnichannel citizen experience using Calabrio ONE. The important part is analyzing that data across all channels to develop a complete view of the citizen—and make data-driven decision with the findings. State governments can be more efficient, responsive and accountable to citizens.

Simplicity and Speed for Education

K-12 and higher education organizations face significant challenges right now. School boards and parent/teacher organizations must balance the educational needs of students, the safety needs of students and educators and a widening digital divide for technological services. School districts now scramble to deploy online-based learning tools in high-risk areas, replacing traditional learning environments with wireless hotspots, laptops and video streaming licenses.

Speed to benefit is vital for short and long-term success in a evolving educational model. Parents want their children to be safe in any learning environment. School districts and universities can best provide such results if they can partner with service contact centers to deliver vital resources and close any technology-driven knowledge gaps.

We want to help schools provide a safe and productive learning environment, whether in-person or online.  While you focus on providing vital learning tools for students, we can identify the evolving needs for students and parents.

“Our Call Centers were severely lacking Quality Assurance, but with the implementation of Calabrio ONE we can ensure the support being provided is consistent and meets expectations. Calabrio has also enabled us to schedule agents, track their statuses, and trend our call center needs.”

Manager, Educational Institution

Free up agents, streamline processes and improve CX

Using Calabrio Analytics and categorization, school districts can create a knowledge base/FAQ/Automated IVR response for consistent messaging with students, parents and caregivers. This frees up staff from responding to common and repeat questions and makes it easier for parents and students to get answers to unique questions.

Quickly identify and act on important issues

With Calabrio ONE, educational facilities can quickly identify and act on important issues such as wide-spread illnesses, complaints on policy changes, feedback on school closings and more. Leveraging Analytics, QM and suite-wide custom business intelligence, districts can understand both parent and student views to make better decisions.

Combine and analyze data to increase enrollment

Leverage Calabrio QM, Analytics and Advanced Reporting to combine student information from disparate systems and identify enrollment opportunities. Capture and analyze the voice of the student to understand institutional sentiment, identify any enrollment issues or address failed enrollments. Easy to use business intelligence tools help to identify trends and provide insight to quickly act.

A fully integrated agent & customer engagement suite.

Calabrio ONE

Call Recording

 Amazingly clean and simple. Capture and retrieve calls quickly and accurately. Never miss a call.

Quality Management

Access and evaluate 100% of your customer interactions. Gain powerful performance insights.

Workforce Management

More than optimized staffing levels, modern tools improve predictability and performance.

Calabrio Analytics

Integrate multichannel customer input to gain unprecedented visibility and control.

Advanced Reporting

Visualize contact center metrics. Cross-reference data enterprise-wide. Deliver impactful insights.

Over 2,000 more call evaluations per month. A new approach to QA.

Grand Canyon University/Calabrio Quality Assurance Success Story

4 Steps to Calculating the ROI on Customer Experience Intelligence

By harnessing the power of data, you can translate the voice of your customers into CX business intelligence (BI) that sets you apart from every other organization. Download our white paper to learn more.

Getting to Grips with Scheduling Automation

Taking the next step in the scheduling process, this recorded webinar-class takes the full leap into using WFM automation for day to day workforce planning. Calabrio teaches how to schedule for different shift types and for agents working with multiple skills and channels in a day, at a more detailed time interval.

Sentiment Analysis with Calabrio ONE

Learn how three top brands innovated their customer experiences by understanding complex contact center insights.

Case Studies for Calabrio ONE

Broadway Bank Improves Contact Center Productivity by More than 30% After Deploying Calabrio

Read this case study to learn how Broadway Bank experienced increased employee engagement after deploying Calabrio ONE.

Desert Schools Federal Credit Union Smooths Contact Center Operations with Calabrio ONE

Desert Schools Federal Credit Union replaced their NICE and Aspect systems with Calabrio ONE and reduced agent turnover. Read the full case study here.

Middle Eastern Bank Enjoys Calabrio’s Evaluation Calibration Feature

A Middle Eastern bank chose Calabrio ONE and gained a technology refresh coupled with modern architecture.

European Bank Leverages Calabrio ONE to Monitor Compliance

A European bank replaced their NICE system with Calabrio ONE to reduce their total cost of ownership.

Credit Union of Colorado maximizes agent and customer satisfaction levels with Calabrio

See how the Credit Union of Colorado uses Calabrio solutions to maximize agent and customer satisfaction levels.

Boston Children’s Hospital + Calabrio

Boston Children’s Hospital uses Calabrio to create world-class customer experiences.

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