#contactcenterworld, @Calabrio, @ascensos
Calabrio, a workforce performance company, has announced that Ascensos is using Calabrio ONE to schedule agents at seven contact center locations in the United Kingdom, Romania, Turkey, and South Africa. Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company hours every week—while boosting staff engagement through self-service.
Ascenso was looking for a more efficient way to schedule its growing workforce and selected Calabrio ONE primarily for ease of use and scalability and to eliminate time-consuming manual processes.
Paul Pearson, Head of Resource Planning at Ascensos commented, "Along with increased operational efficiencies, we have noticed dramatic improvements to employee engagement thanks to the flexibility of the Calabrio ONE solution. Recent feedback from staff reveals how having a 12-month forward view of schedules is ‘brilliant’. Using self-scheduling, agents can easily create their ideal work-life balance, booking a long weekend away or swapping shifts with a colleague instantly. Meanwhile, automatic notifications for opportunities such as overtime give everyone a level playing field that is transparent and fair."
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Previously, the majority of scheduling and forecasting processes were handled manually. Automation has yielded dramatic time savings each week.
Dave Orstad, SVP of Professional Services and Support at Calabrio, added, "For outsourcers, like Ascensos, with multiple clients and client Service Level Agreements (SLAs), robust, flexible workforce solutions are an absolute must-have. Our true-cloud technology is designed to tackle the major challenges that contact centers face today, including the rising demand for multi-channel service and hybrid working models. Meanwhile, our collaborative approach to working with partners guarantees that Ascensos will always benefit from the latest technological innovations that flex as their business grows."
The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
Ascensos provides contact centre services in The UK.
Published: Thursday, July 20, 2023
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