Impressed with Calabrio ONE
Use Cases and Deployment Scope
We are currently implementing the Calabrio ONE solution. We are mostly done with the Call Recording/QM portion and will be kicking off the Analytics portion next week. The Call Recording/Qm portions are a big upgrade from what we had and the user interface is very easy to use. We plan on enhancing our QM program with the AQM and BYOQ pieces to not only enhance the QM but also to score the vast majority of your contacts rather than a very small sampling. The analytics will be used to determine where we are at, so that moving forward, we have a better feel for what direction to go in based on that data. We are also looking to make business process improvements and offer better service through the analytics findings. The automation of notes is also something we are very excited to leverage. It will save substantial time on our ACW/AHT KPI's as well as provide more consistency in the notes that are being put into our CRM.
Pros
- AQM, very impressed with the accuracy of the scoring so far and the comments that AQM provides
- Automation of notes makes us more efficient and provides more consistency in the notes in our CRM
- The analytics will provide us with data and insights that we could have never uncovered through manual analysis
Cons
- Allow customers to collect data on AQM forms without putting a score to that data.
Return on Investment
- Targeting 90 seconds savings on manual notes, which is substantial. Those savings will allow us to handle more contacts without adding staff.
- Analytics will give us insights that allow us to make more educated decisions on future direction and provide data to make adjustments to improve both the Customer and Agent experiences.
Usability
Other Software Used
Five9
