Case Study: Tampa General Hospital achieves a 50% contact center productivity increase with Calabrio ONE

Tampa General Hospital Increases Contact Center Productivity by 50% with Calabrio

Tampa General Hospital, a large healthcare enterprise, needed better insight into contact-center agent interactions to improve the patient experience. After using Engage, the hospital evaluated workforce-optimization options and chose Calabrio ONE for its unified suite and stronger integration.

By deploying Calabrio ONE modules—call recording, quality management and workforce management—and tracking CSAT and first-contact resolution, Tampa General increased contact-center productivity by more than 50%, improved customer satisfaction by over 35%, and achieved overall gains in efficiency and patient experience.

Tampa General Hospital

Brent Boostrom

Engineer