Case Study: Medium Enterprise Insurance Company achieves improved agent engagement and up to 20% higher customer satisfaction with Calabrio

Wisconsin-Based Insurance Company Improves Agent Engagement with Calabrio

A medium-sized, Wisconsin-based insurance company (anonymized) faced agent engagement and schedule adherence issues with its previous WFO vendor (Verint) and wanted a more feature-rich, easy-to-use solution with better support so agents would know expectations and deliver more consistent customer interactions.

The company implemented Calabrio ONE—using Workforce Management, Advanced Reporting and Analytics—to improve scheduling visibility and performance monitoring. After deployment they reported a 10–30% increase in contact center productivity, up to a 20% rise in customer satisfaction, reduced costs, improved efficiency, higher employee engagement and deeper insights into customer behavior.