Case Study: Desert Financial Credit Union achieves streamlined contact center operations and reduced agent turnover with Calabrio ONE

Desert Financial Credit Union Smooths Contact Center Operations with Calabrio ONE

Desert Financial Credit Union, a medium-sized bank, moved to Calabrio ONE after replacing vendors (NICE, Aspect) because it needed a unified, easy-to-use workforce optimization suite, better vendor support, new features, lower total cost of ownership, and consistent functionality across deployment models.

Calabrio ONE (call recording, quality management, workforce management) integrated with their Cisco platform; WFM improved forecasting and enabled same-day adjustments, QM made call review and coaching simple for managers, and features like dynamic scheduling and evaluation calibration helped engage agents and reduce turnover.

Desert Financial Credit Union

Jim Lavery

Vice President