Case Study: Large Enterprise Hospitality Company achieves improved agent scheduling and reduced agent turnover with Calabrio ONE (Calabrio)

Large Enterprise Hospitality Company Utilizes Calabrio for Agent Scheduling

A large enterprise hospitality company (name withheld) faced contact-center operational challenges: they required a 100% on‑premises workforce optimization (WFO) deployment, wanted consistent WFO features regardless of deployment model, and planned upgrades to phones and agent desktop software. They also needed better analytics to support agent staffing and performance management.

The company implemented Calabrio ONE—using Call Recording, Quality Management and Workforce Management—integrated with their Cisco platform. The solution provided dynamic scheduling and evaluation calibration, gave managers analytics for staffing and performance bonuses, and helped engage the workforce and reduce agent turnover.