Calabrio, the workforce performance company, has announced the winners of its annual ONE Awards.
Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.
Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations. In addition to industry recognition, ONE Award winners receive a charitable donation from Calabrio to a cause of their choice.
2023 ONE Award Winners
Brand Guardian: Support Services Group
The ‘Brand Guardian’, safeguarding and enhancing the brand, was awarded to Support Services Group. By offering scheduling flexibility to agents, achieving an attrition rate below 2%, and a remarkable customer satisfaction rate exceeding 90%, Support Services Group showcased an unwavering commitment to architecting positive customer experiences.
Converter: Spark
The ‘Converter’, recognising those transitioning their contact centre to the cloud, was awarded to Spark. Spark seamlessly integrated virtual and physical customer interactions into a Unified Frontline with Calabrio ONE. This cut high leave balances by 50%, emphasizing their dedication to efficiency and customer satisfaction.
Agent Advocate: Zappos.com
The ‘Agent Advocate’, creating an exemplary employer environment, was awarded to Zappos.com. With 41% of employees opting for self-scheduling, Zappos nearly eliminated “scheduling issues” as a cause for voluntary attrition, helping engaged agents deliver a superior customer experience that distinguishes Zappos.com as a preferred employer.
Analytics Architect: Paychex
The ‘Analytics Architect’, using data to bring vision to life, was awarded to Paychex. Paychex harnessed Calabrio ONE to proactively flag and address potential attrition risks through key phrases and sentiment analysis. Its strategic use of analytics enhanced the customer experience and resulted in a remarkable estimated savings of 370 hours per week.
Omnipresent: Finnish Tax Administration
The ‘Omnipresent’, streamlining WFO across countries and channels, was awarded to the Finnish Tax Administration. Leaders brought all back-office resource planning to Calabrio Workforce Management, streamlining interactions across 1,400 skills and 3,500 agents. This not only increased efficiency and productivity but also significantly reduced unnecessary transitions, creating a true omnipresent service delivery.
Unifier: Peckham
The ‘Unifier’, understanding the value of sharing customer insights across an organisation, was awarded to Peckham. Peckham fostered inclusivity through job training and leveraged Calabrio WFM to track assistance metrics. Improved scheduling exemplified the power of closing information gaps within the organisation.’
Innovator: Roche Diagnostics USA
The ‘Innovator’, transforming business operations through innovative technology adoption, went to Roche Diagnostics USA. A new approach to scheduling, synthesized into a singular number, reflected a transformative use of technology. This created efficiencies, drove positive cultural change, and defined Roche as true change motivators, makers, and shakers.
Data Explorer: AAA NE
The ‘Data Explorer’, knowing how to capitalize on the goldmine of contact centre data, was awarded to AAA Northeast. A touchpoint dashboard for each quality program gave teams access to specific performance coaching during monthly supervisor meetings. The improvement in all quality programs, with one program improving by 7 points, reaching 90.2%, showcases the impact of accessible and timely data – a true victory over contact centre chaos.
Champion: Jo Gilbert-Button, The LEGO Group
The ‘Champion’, one of Calabrio’s most distinguished awards, was given to Jo Gilbert-Button, Global Scheduling Manager at The LEGO Group. Jo’s dedication to the rollout of Calabrio WFM across 5 global sites, introduction of self-scheduling, and plans for back-office teams exemplified her role as a true Calabrio champion. Jo’s outstanding efforts are evident through her enthusiasm in meeting with other Calabrio customers and sharing her story at events.
For more information visit Calabrio.
About Calabrio
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance 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 workforce optimization (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
