#contactcenterworld, @Calabrio
Minneapolis, MN October 28, 2020 -- Calabrio, the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). This year, C3 was held as a virtual event.
Calabrio announced the winners of its analytics competition, which celebrates companies using Calabrio Analytics to turn contact center data into compelling insights and drive more human-centric interactions between contact center agents and customers. Analytics competition winners were selected from a field of customer applicants and will share $100,000 in prize money for their accomplishments to use in their contact centers.
The ONE Awards recognize high-achieving companies using Calabrio ONE to drive the future of customer and workforce engagement management. In recognition of this year’s ONE Award winners, Calabrio donated a total of $10,000 to a group of charities chosen by the winners.
"This spring, our customers’ worlds changed. They moved their employees home, faced unexpected peaks and dips in call volumes, felt more emotionally charged customer interactions, and tackled scheduling with unpredictable agent availability," said Tom Goodmanson, president and CEO at Calabrio. "I couldn’t be more impressed with how our customers powered through it all by harnessing the cloud and leveraging insights to enable their remote workforces. This year, more than ever, the contact center is the heart and soul of the customer experience and during C3, we’re pleased to recognize the tireless efforts of our customers."
ANALYTICS COMPETITION WINNERS
Idaho Central Credit Union
Despite an already-impressive contact center Net Promoter Score (NPS) of 65%-75%, Idaho Central Credit Union (ICCU) knew it could provide even better service to its members. After realizing the weekly, Excel-based "scorecard" email agents received wasn’t motivating them in the intended direction, ICCU developed a new, online dashboard that leverages Calabrio ONE’s predictive analytics to track—and make easily available to all contact center agents and supervisors—real-time quality scores, predictive NPS and overall sentiment. This new, easy access to real-time insights empowered agents to self-assess their customer interactions at any time, then autonomously adjust their quality and service accordingly. Despite higher-than-average call volumes spurred by COVID-19, the ICCU member contact center increased its NPS by 19% when comparing the same months in 2019.
Bluegrass Cellular
After attending an illuminating "Art of a Meaningful Apology" session, Bluegrass Cellular contact center leaders suspected they could improve the quality of their agents’ apologies to customers. To understand the perceived strength and sincerity of agent apologies, leaders ran "sorry" phrases through Calabrio Speech Analytics. They found that representatives repeatedly used "I’m sorry" as a way to pause a conversation, rather than sincerely apologize. To correct the situation, leaders built a custom training program featuring tangible examples of proper/meaningful apologies. With a sophisticated pairing of "Meaningful Apology" skills with Calabrio Speech Analytics, Bluegrass Cellular immediately shrank the number of insincere agent apologies by 40% and decreased the number of formal customer complaints by 43%.
THE ONE AWARDS WINNERS
The Optimizer – CentraCare
CentraCare recently faced the challenge of onboarding new health care agents in a remote setting. They used Calabrio Quality Management to train new agents virtually using the shadowing options within the tool. Now that they have 30 additional people taking calls, the contact center can answer nearly 1,800 more calls per day.
The Trailblazer – Credit Union of Colorado
The Credit Union of Colorado values continuous improvement and for 2020 focused on quality and conformance. To achieve their goals, call center leaders implemented customized dashboards with Calabrio Analytics. The dashboards provided agents with a snapshot of individual and team performance. As a result of dashboard usage, conformance improved more than 10%.
The Leader – GreenPath Financial Wellness
GreenPath Financial Wellness wanted to meet employees where they were during the pandemic. Using Calabrio WFM, significant schedule adjustments were made to accommodate staff, including PTO, VTO and sabbaticals. As a result, they had re-engaged employees who then delivered fantastic customer service and improved the overall Net Performer Score by 6% year-over-year.
The Engager – Houston Methodist
Houston Methodist is a modern health organization whose call center agents were sitting idle. Leaders found a way to adjust agent schedules using the forecasting tool in Calabrio WFM. As a result, utilization improved by 10 points.
The Converter – Journeys
Journeys was managing a contact center of more than 200 agents using only Excel and a little bit of luck. When call center leaders learned they could automate scheduling with Calabrio WFM, and forecast efficiently and effectively, the result was a payroll savings of more than $1M.
The Globetrotter – Schroders
As part of Schroders’ global strategy to optimize staffing levels against call volumes, Calabrio WFM was implemented to help meet customers’ ever-changing needs during the pandemic. Even with a young service desk, the team overachieves across many KPIs, including a 96% customer satisfaction rate and an abandonment rate of just 1.59%.
The Champion – Josie Trimnal at Grand Canyon Education
As Calabrio administrator for Grand Canyon Education, Josie streamlined the evaluation process using Calabrio Contact Goal. Her small team of 15 evaluates approximately 6,000 calls per month. She is the first to raise her hand to speak on a Calabrio customer panel or host a webinar, and she actively seeks other customers with whom she can share her contact center wisdom. Josie is a top contributor to the online community, Calabrio Champions Network, leading discussions and engaging with customers around the globe.
About Calabrio Customer Connect
Calabrio Customer Connect (C3) is Calabrio’s annual two-day user conference, where hundreds of customer engagement, analytics, workforce and quality professionals learn about the state of their industries, attend dozens of breakout sessions and roundtable discussions delivered by expert practitioners, and share best practices and lessons learned with peers. Calabrio Customer Connect is the perfect opportunity to understand the challenges of managing a growing contact center, find solutions for increasing customer and employee engagement, discover the value of humanizing the workplace, and see the latest voice-of-the-customer innovations driving contact centers today.
About Calabrio
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Through AI-driven analytics, Calabrio uncovers customer behavior and sentiment and derives compelling insights from the contact center. Organizations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support. Find more at calabrio.com and follow @Calabrio on Twitter.
Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.
Media Contacts
Amy Fisher
About Calabrio:
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.
Published: Wednesday, October 28, 2020
| 3.) |  Accordia Solution CIS Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity. Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with... (read more) |
| 5.) |  Adverus Dialer Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses. |
| 12.) |  Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands. Astute Agent balances agent efficiency with customer experience. Here’s how: - Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send. - Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case. - Time-saving case feat... (read more) |
| 15.) |  CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers. Conditionally direct calls, texts, chats and forms based on: • Actions the customer has taken on your website • Whether they’ve previously contacted your business • Which agent they last interacted with • Custom criteria unique to your business needs • The location nearest to your customer Say... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall