Call Center Scheduling Featured Article
Calabrio Announces Analytics Competition and ONE Awards at Virtual Customer Event
This year, customer experience management solutions provider Calabrio held its annual user event, Customer Connect (C3 (News - Alert)), as a virtual event. During the course of the event, the company announced the winners of its analytics competition and ONE Awards, which recognize companies using Calabrio (News - Alert) Analytics to turn contact center data into compelling insights and drive more human-centric interactions between contact center agents and customers. The analytics competition winners were selected from a field of Calabrio’s customer applicants. They will share $100,000 in prize money for their accomplishments to use in their contact centers. In addition, Calabrio donated a total of $10,000 to a group of charities chosen by the winners.
This year, the company said it specifically emphasized achievements by customers answering the call to respond to the global pandemic and the fallout it has had on businesses and customer relationships. Many call centers have had to quickly shift to a virtual model, or a hybrid of in-person and remote workers. Customers’ needs have changed, and they expect that the companies they do business with will be ready to support them under changing circumstances.
“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 (News - Alert), president and CEO at Calabrio, in a statement. “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.”
Winners of the Analytics Competition included Idaho Central Credit Union and Bluegrass Cellular (News - Alert). Winners of ONE Awards include CentraCare, Credit Union of Colorado, GreenPath Financial Wellness, Houston Methodist, Journeys, Schroders, and Josie Trimnal at Grand Canyon Education.
Edited by Maurice Nagle