Case Study: Broadway Bank achieves 30-50% contact center productivity gains with Calabrio ONE

Broadway Bank Improves Contact Center Productivity by More than 30% After Deploying Calabrio

Broadway Bancshares, a medium-sized bank, needed a more integrated contact center solution to improve scheduling, agent engagement, and overall efficiency. They switched from their prior system to Calabrio ONE for its unified suite and integration capabilities.

Using Calabrio ONE modules for Call Recording, Quality Management, and Workforce Management, Broadway Bancshares improved contact center efficiency and employee engagement, measured in part by NPS. After deployment, productivity rose by 30–50%, according to a November 2018 TechValidate survey.

Broadway Bank

Lisa Gomez

Operations Manager