Case Study: Large Enterprise Telecommunications Services Company achieves improved employee engagement and schedule flexibility with Calabrio ONE

Large Enterprise Telecommunications and Cable Services Company Improves Employee Engagement with Calabrio ONE

A large, unnamed enterprise telecommunications and cable services company identified employee engagement in its contact center as a top priority and sought to improve recruiting, training, recognition and schedule flexibility to boost agent loyalty and customer experience.

The company implemented Calabrio ONE—using dynamic and intraday scheduling, pause/resume for PCI, performance dashboards, gamification, e‑learning, self-scheduling, peer mentoring and a Voice‑of‑the‑Employee program—to empower agents to self-manage and improve skills. The deployment increased schedule flexibility and agent engagement and enabled the firm to correlate engagement with customer metrics (FCR, CSAT, Likelihood to Recommend), driving better customer-focused outcomes.