The Calabrio ONE Awards: Recognising Customer Experience Success in the Contact Centre

At Calabrio, we are constantly inspired by how our customers are using the Calabrio ONE platform to drive real business change. We watch rapidly growing companies scale to meet the needs of their expanding customer base. We see customers tap into the voice of the customer (VoC) and use the data coming into the contact centre to make emotional connections that build brand loyalty. And we’ve witnessed organisations bring together disparate sources of data to paint a picture of what customers really want.

In 2017, we decided to recognise and celebrate customer organisations who are leveraging Calabrio to drive the future of workforce optimization, and customer and employee experience, so we introduced the ONE Awards during our Calabrio Customer Connect (C3) conference. Spanning nine categories, the ONE Awards recognise high-achieving companies using Calabrio ONE to drive innovation in the contact centre and beyond.

Today, we are proud to announce the 2018 Calabrio ONE Award winners. These companies are transforming the entire customer experience, and we are excited to be on this journey with them.

The winners of the ONE Awards include:

THE OPTIMISER – 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 centres 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 standardisation 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 collabouration 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 centres 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 optimising every layer of the business. By utilising 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 ANALYSER – 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 roadmaps.

THE INTEGRATOR – Rackspace

Rackspace is a tech-savvy IT company that runs its contact centre 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 utilises Calabrio to better manage agent scheduling and skillsets, 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, tradeshows and case studies. Her contributions to the Calabrio workforce optimization community have driven improvements to the Calabrio ONE product suite.

Every day, we see our customers utilising the Calabrio ONE platform transform their agent and customer experience. Their commitment to customers drive new features and functionality within Calabrio ONE, and has allowed Calabrio to maintain our place at the forefront of the customer and employee engagement industry.

Congratulations to the 2018 ONE Award winners!

Julianna Thomas

Julianna Thomas, Customer Marketing Specialist, is responsible for creating captivating experiences for Calabrio customers. Julianna works to create engaging content and relationships, and add a little fun to each Calabrio customers’ day. She has been with Calabrio for a little over a year and holds a B.A. in marketing from the University of Minnesota.