Desert Financial Credit Union Uses Calabrio ONE to Improve Workforce Optimization

CASE STUDY: Desert Financial Credit Union

Desert Financial Credit Union replaces NICE and Aspect with Calabrio ONE’s WFM and QM suite

Resulting in lower contact center agent turnover and improved workforce engagement.

BACKGROUND

As the largest credit union in Arizona, Desert Financial Credit Union is one of the most community-connected financial institutions in the country. Its community-focused programs and strong commitment to customer service make it both a popular local bank and a popular local employer.

THE CHALLENGE

Driven by its desire to be a top employer it needed to both increase workforce engagement and decrease agent turnover. Dissatisfied with its current WFO solutions (NICE and Aspect) it began searching for a solution that provided a unified suite of products and better customer service.

THE SOLUTION

Desert Financial Credit Union selected Calabrio ONE to displace its current partners and meet its WFO goals. Ultimately, Desert Financial felt Calabrio ONE was able to deliver a consistent WFO experience regardless of its deployment type (on-premises, in the cloud, etc.); a critical function other providers were missing. In addition, the bank selected Calabrio ONE based on its:

• Ease-of-use
• New features and functionalities
• Lower total cost of ownership

THE RESULTS

Desert Financial successfully deployed Calabrio ONE throughout its organization to create a more streamlined, easy-to-use, engaging WFO suite. Specifically, Desert Financial implemented Calabrio call recording, quality management, workforce management, dynamic scheduling and evaluation calibration. The addition of these capabilities and replacement of NICE and Aspect has allowed Desert Financial to improve engagement and decrease turnover to ensure it remains a top employer.

“The intuitive interface and all-in-one-suite have enabled us to provide a platform for our agents that is efficient and easy to use. Our scheduling team has found the WFM product to be effective in producing accurate forecasts and making same day adjustments. The QM product is simple to navigate but robust enough to capture the information we need for coaching. Our entire senior management team uses the QM product to listen to calls and has found it very easy to use and zero-in on the departments we want to focus on.” Jim Lavery, Vice President, Desert Financial Credit Union