MINNEAPOLIS – (COMMERCIAL THREAD) – Calabrio, the customer experience intelligence company, highlighted the winners of its analytics competition and ONE Awards at its annual customer conference, Calabrio Customer Connect (C3). This year Calabrio is focusing on the Connected Workforce sessions and for the second year in a row C3 is taking place as a virtual event.
In a fireside chat moderated by Keith Dawson of Ventana Research and Calabrio CMO Ross Daniels, Calabrio announced and interviewed the finalists for his analysis competition. The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to uncover new insights about customers and employees. From there, he celebrates improvements to the agent experience, using AI-powered analytics to surprise and delight customers, and making connections with the business at large. The winners of the analysis competition have been selected from a pool of customer candidates and will share $ 100,000 in prizes to be used in their contact centers.
The mission of the ONE Awards is to recognize the top performing customers who chart the future of agent and customer engagement using Calabrio ONE. In appreciation of this year’s ONE award winners, Calabrio donated over $ 8,000 to a group of charities chosen by the winners.
“Calabrio is proud to recognize and support the progress our customers are making in more human-centered interactions. The important insights derived from the Calabrio Workforce Engagement Management (WEM) platform help our customers achieve their goals while supporting contact center agents and creating a more connected workforce, ”said Tom Goodmanson, President and CEO of Calabrio. “É
ANALYTIC CONTEST WINNERS
GreenPath Financial Wellness – Winner
After implementing Calabrio Analytics in late 2020, GreenPath was determined to use the tool at every stage of the customer journey. The contact center team partnered with the marketing function with the common goal of providing financial advice to underserved citizens in the region. Using Speech Analytics, executives identified phrases that correlated with their marketing campaigns, such as “I saw your billboard” or “I saw you on TV”. They then mapped those calls to their target demographic, finding that billboards, social media, and radio were the most effective platforms for reaching the desired audience, allowing them to move away from less effective tactics. GreenPath saw a 150% increase in calls from this underserved population and discovered the need for additional resources in Spanish. Sentiment analysis showed a 3% increase in the Net Promoter Score (NPS) and improvements in the overall customer well-being score.
AAA North-East – Joint vice-champion
AAA Northeast used Calabrio Speech Analytics to identify call types, which revealed inconsistencies in interactions with members calling for help when stranded on the freeway. To improve the member experience for callers on the highway, they put together a cross-functional team and identified four focus areas: member satisfaction, safety concerns, locations, and efficiency. Using Calabrio Desktop Analytics, AAA was able to track the resources agents used when talking to a caller on the freeway. They found that officers were not using the Global Positioning System (GPS) tracking tool as often as they should, instead relying on questions not relevant to the members. Once they identified the root cause of the under-use of the GPS tool by the agents (lack of training, ignorance of the time of use of the tool), the managers of the contact center were able to partner with the training team to relaunch the GPS toolkit. Overall, leaders were able to increase awareness and clarity regarding security procedures and reduce Mean Time To Process (AHT). In addition, they now have an overview of the frequency of use of the GPS tracking tool thanks to Desktop Analytics.
Delta Dental of Minnesota – Joint Finalist
After opening a new operations center and deploying the Calabrio ONE suite, Delta Dental of Minnesota wanted to understand how certain interactions led to negative customer experiences for their members and how they could create improvement processes. First, Delta Dental designed sentences and a dashboard to provide visibility to agents and leaders on First Contact Resolution (FCR). Based on the data, they implemented improved training and adjusted the quality assessment form, which improved the FCR by 20%. Their next goal was to identify the root cause of customer efforts and dissatisfaction. By aligning Calabrio Analytics with their Six Sigma practices, they implemented a 5-step process to identify calls from dissatisfied members. They found that there were four main categories of dissatisfaction, including: 1. help finding a dentist 2. treatment 3. questions about benefits 4. confusion of claims. By implementing changes in the design, awareness, education and training of interactive voice response (IVR) agents, they expect to reduce the fault rate by 40%, which will increase customer satisfaction and employee engagement.
THE WINNERS OF THE ONE AWARDS
The optimizer – Autodesk
With the implementation of Calabrio WFM, they now have a method to measure and plan non-production activities – allow officers to have access to increased training, personal development time and the ability to work on special projects, while ensuring adequate staff.
The pioneer – GE Appliances
Despite the unimaginable challenges posed by COVID-19, the GEA team implemented a formal WFM plan with Calabrio ONE as the pilot. Call volumes soared 50%, but contact center staff only increased by 25% – while reducing costs per call by 15% – resulting in huge savings for the organization.
The leader – Peckham
Peckham employs agents of varying abilities. Using Calabrio WFM, leaders discovered ways to help agents such as: specialized equipment, changed schedules, update procedures, resolution of IT connectivity issues and / or coaching in when needed. Peckham improved agent prep time by 3.37%, which equates to productive paid time reclaimed by three-quarters of a million dollars on just two contracts. Peckham was also honored as a “Certified Great Place to Work”.
The Employer – Energy of Domination
Based on its first call resolution call study using Calabrio Analytics, Dominion Energy is making automation enhancements to its IVR to improve FCR and customer experience. After just a few months, they increased the FCR by 2-3%.
The converter – CI Financial
From a lagging industry to a leader, CI Financial has upgraded its outdated technology to Amazon Connect and Calabrio WFM in the cloud. Even when downsizing agents, they saw a 10% service level increase, 16% AHT improvements, and 88% email AHT improvements.
The globetrotter – Ascensos
Ascensos is a global BPO, with a contact center network spanning from the UK to Romania, Turkey and South Africa, supported by a global army of customer service specialists who work from home. Their UK operation saw 290 new advisers join their team within 48 hours. They quickly created processes to accommodate a flexible working model, allowing staff to choose their shifts. Having previously used SurveyMonkey to bring teams together, with Calabrio WFM they are now able to use the more robust “preference” feature. Feedback from advisors has been very positive, attrition has decreased and nearly 1,800 additional productive hours each week have been gained.
The Unifier – PowerSchool
With a mission to power educational ecosystems, PowerSchool now has unified technology to support agents for phone, chat and web. From spreadsheets to integrations with Talkdesk, a business intelligence tool and human resource management system, they are now poised for rapid growth and have an omnichannel technology strategy.
The champion – Brian Bunderson, Idaho Central Credit Union (ICCU)
Brian is the pioneer in the growth of the contact center at ICCU. As Calabrio Champion, he enthusiastically connects with countless prospects to discuss Calabrio ONE solutions. He has participated in the analysis competition for the past two years and is at the forefront of using the product to its full potential. Due to Brian’s success with the solution, he has trained additional teams at ICCU who are now using Calabrio ONE.
About Calabrio Customer Connect
Calabrio Customer Connect (C3) is Calabrio’s annual user conference, where thousands of customer engagement, analytics, workforce and quality professionals learn about the state of their sector, attend breakout sessions and panel discussions led by expert practitioners and share best practices. and lessons learned with peers. Calabrio Customer Connect is the perfect opportunity to understand the challenges of running a growing contact center, find solutions to increase customer and employee engagement, discover the value of humanizing the place work and see the latest innovations in voice of the customer driving contact centers. today. For more information, visit https://www.calabriocustomerconnect.com/breakout-sessions/
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. Through AI-powered analytics, Calabrio uncovers customer behavior and feelings and derives compelling insights from the contact center. Organizations choose Calabrio for its ability to understand customer needs and the overall experience it offers, from implementation to ongoing support. Find more at calabrio.com and follow @Calabria 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.