Calabrio ONE helped JF Medier automate workforce management in their busy contact center. The team managed seven workloads and handled thousands of calls and emails each month. Before Calabrio, all s...cheduling and forecasting was manual and time-consuming. With Calabrio ONE, forecast accuracy improved to within 2-3% of actuals. Active phone time increased by 25-30%. 80% of calls were answered within 60 seconds, and the average abandon rate dropped to 7%.
Calabrio WFM helped OTTO improve workforce management for 1,600 agents. OTTO moved from manual scheduling to automated, mobile-accessible schedules. Managers now create forecasts and schedules faster.... Agents can view and trade shifts on their phones. Holiday and vacation planning is now fair and quick. This led to better agent engagement and higher productivity.
Calabrio ONE helped Greater Western Water move to a cloud-based contact center during the COVID-19 pandemic. The old system was hard to use and did not support remote work. Calabrio ONE made it easy ...to manage remote agents and record calls. The solution saved AU $2,000 per month by removing a third-party vendor. The contact center now answers 260,000 calls a year, with an average answer time of 30 seconds.
Calabrio ONE helped Gordon Food Service cut manual bot analysis from 80% to 20% of their time. The team used AI-powered insights to automate transcript review and identify key topics faster. Handle t...ime dropped by 80%. The bot automation score rose from 58% to 63%. The bot experience score improved from 80 to 84. Containment rate increased from 81% to 87%.
Calabrio ONE Workforce Management helped Home Group improve scheduling in their contact centre. Home Group faced problems with their old WFM tool as their team grew to 150 employees. They chose Calab...rio WFM for better forecasting, scheduling, and analytics. After using Calabrio, Home Group saw a 20% increase in scheduling efficiencies. The solution supports over 125,000 customers in 55,000 homes across England and Scotland.
Calabrio ONE helped Assurity move its contact center to the cloud. Assurity needed a better way to schedule agents after growing its team four times in size. The company replaced manual Excel schedul...ing with Calabrio ONE’s workforce optimization platform. In just two months, the post-issue team saw a 19% increase in answer rate and a 41-second drop in wait time. Fraud investigations became faster and customer service improved.
Calabrio WFM helped Nationwide upgrade its workforce management. Nationwide needed a flexible tool to handle complex scheduling and integrate with Amazon Connect and QStory. Calabrio WFM was chosen a...fter a detailed review. The solution was implemented remotely during the COVID-19 pandemic. Staff onboarding used recorded content for easy learning. Calabrio WFM improved scheduling, resource planning, and workforce engagement for Nationwide.
Calabrio WFM helped the Finnish Tax Administration improve back-office operations. Before, leaders had no visibility into daily work and used manual spreadsheets for 3,500 agents. Calabrio WFM automa...ted scheduling and work distribution. This led to a 10-20% decrease in backlog. Workers became happier and more productive. The solution enabled better prioritization of tasks and improved work-life balance.
Calabrio WFM helped Zen Internet improve contact center efficiency. Managers replaced manual Excel planning with automated forecasting and scheduling. The new system made it easy for agents to check ...shifts, request changes, and get instant leave responses. Managers can now run quick forecasts and create schedules years in advance. The solution increased operational efficiency, saved time, improved visibility, and boosted employee engagement.
Calabrio ONE helped Telia Company AB improve workforce management for its contact center and retail staff. Telia used automated scheduling to optimize agent shifts and boost agent happiness. The solu...tion led to a 14% decrease in store wait times. Telia now delivers better customer experiences across phone, digital, and retail channels. The platform supports 4,000 agents handling nine million queries each year.
Calabrio WFM helped Shopify manage a global, remote support team. Shopify struggled with manual scheduling and vacation requests using spreadsheets. The process took over 40 hours per week for vacati...on requests alone. Calabrio WFM automated scheduling and vacation processing. Shopify saved 40+ hours per week on vacation requests and several hours per week managing schedules. The team gained more flexible and varied scheduling options for agents.
Calabrio ONE helped Wix cut time spent on agent scheduling by 40%. Wix's Customer Care Team supports 282 million users worldwide, but manual scheduling was slow and error-prone. Analysts took up to f...our days to create schedules using spreadsheets. Calabrio automated the process, reducing errors and making it easier to adjust shifts. This improved adherence and reduced shrinkage across shifts.
Calabrio ONE helped Paychex unify its contact center workforce management. Paychex replaced three siloed systems with one platform. This improved agent scheduling and forecasting. Paychex saw $500,00...0 in annual productivity savings. Agent adherence grew by 20%. Intraday optimization increased by 45%. Forecasts matched within 5% of actuals in the first 10 weeks.
Calabrio ONE helped Mersey Care NHS Foundation Trust improve its mental health crisis services. The Trust needed a 24/7 urgent mental health helpline to meet rising demand and strict response times. ...Calabrio's platform enabled better data insights and multi-channel support. The solution identified that 21% of contacts were clinical and 15.3% were repeat callers. It also reduced time spent on after-call notes and reporting.
Calabrio ONE helped Houston Methodist Hospital improve call center performance. The hospital used workforce management to boost agent productivity and efficiency. Leaders gained access to data for be...tter goal-setting and coaching. Nearly 1,000 agents across 40+ locations benefited. The solution protected agent well-being while raising service quality.
Calabrio WFM helped Fexco improve its outsourced contact centre services. Fexco faced challenges with manual forecasting and scheduling, lacking insights and visibility into past data. Calabrio WFM a...utomated forecasting and scheduling, giving leaders better control and flexibility. The solution enabled more accurate staffing plans, improved intraday planning, and empowered agents with mobile access. Fexco saw higher productivity, greater forecasting accuracy, and more employee engagement.
