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News : The Contact Company Selects Calabrio WFM to Power BPO Operations

#contactcenterworld, @Calabrio, @tcc_uk

Calabrio, a workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s growth plans. TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment.

Matthew Jorgensen, Resource Planning Specialist at The Contact Company commented, "Over the past few years, our sales have doubled and our client base has expanded in number and complexity. We looked for a partner that could offer best-in-class technology while truly understanding the unique challenges that outsourcers face. From our initial conversations with Calabrio, we felt they were the partner for us. We are confident their unmatched experience in the contact centre industry will bring greater agility to our operations and boost our clients’ success. The Calabrio team is also a joy to do business with, extremely knowledgeable and very supportive."

Calabrio ONE will support a large part of TCC’s workforce, making it easier to meet multiple client service levels and deliver carefully tailored customer service packages for clients. The five-strong planning team will maximise Calabrio’s Workforce Management (WFM) capabilities to produce fast and flexible schedules for customer-facing staff and improve longer-term forecasting activities.

Olle Düring, Senior Vice President of Sales, International, at Calabrio added, "Dynamic, fast-growing businesses like The Contact Company can rely on our proven track record, technology, and expert professional services during times of unprecedented growth. Our cloud-first approach is perfectly suited to building a highly flexible workforce that can adapt to rapidly changing customer demand, whatever the channel. We look forward to working alongside TCC to achieve their business aspirations by creating an agile customer service delivery framework that is poised for the future."

TCC intends to expand the Calabrio ONE implementation as the business grows with a continued focus on recruiting and developing local people. Chief executive Asif Hamid also invests his time in local enterprise, as vice chairman of Liverpool City Region Local Enterprise Partnership, chairman of Wirral Chamber of Commerce, and a former winner of the Liverpool ECHO’s DLA Piper Business Person of the Year award.

#contactcenterworld, @Calabrio, @tcc_uk


About Calabrio:
Company LogoThe 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.
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About The Contact Company:
Company LogoHere at The Contact Company, we add value for clients; working as trusted partners, to manage and develop their customer contact processes.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Thursday, June 8, 2023

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Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


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