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News : Calabrio Spotlights Winners of Analytics Competition and ONE Awards at Virtual Customer Conference

#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."


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 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 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

#contactcenterworld, @Calabrio

About Calabrio:
Company LogoCalabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
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Today's Tip of the Day - Repeat Calls

Read today's tip or listen to it on podcast.

Published: Wednesday, October 28, 2020

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2020 Buyers Guide Headsets

Premium Listing

Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224




Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232

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