Carlson Wagonlit Travel Switched from Verint to Calabrio ONE and Improved CSAT Scores Across the Board

CASE STUDY: Carlson Wagonlit Travel

Carlson Wagonlit Travel improved customer satisfaction and contact center efficiency while reducing costs, using Calabrio ONE

Resulting in increased employee engagement and better insight into customer behavior.

BACKGROUND

As one of the largest corporate travel agencies in the world, Carlson Wagonlit Travel (CWT) is committed to creating an engaging and productive experience for business travelers. As such, they work hard to provide the highest level of customer service possible, taking great pride in their Customer Satisfaction (CSAT) scores to measure performance.

THE CHALLENGE

With its commitment to driving better CSAT scores, CWT realized it needed to replace its current Workforce Optimization (WFO) suite from Verint, with a better alternative. Its current set-up was not easy to use, lacked the product features CWT needed, was not a unified suite and had a very high total cost of ownership.

THE SOLUTION

Knowing it needed a WFO suite that encompassed all the features above, CWT turned to Calabrio. Investigating Calabrio ONE further led CWT to find Calabrio offered the full WFO suite it needed while also providing superior support and services beyond what Verint could offer.

THE RESULTS

After switching to Calabrio ONE, CWT experienced a jump in its CSAT scores, along with:

• Improved contact center efficiency
• Reduced costs
• Increased employee engagement
• Increased insights into customer behavior

Source: TechValidate. TVID: 0FE-1FE-B17