Calabrio has gained perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimisation Product and Market Report.
The report, from DMG Consulting LLC, saw the customer experience intelligence company scoop three categories with leading scores.
Both were for satisfaction with Calabrio as a vendor and the features and effectiveness of Calabrio ONE workforce optimization (WFO) products.
Tom Goodmanson, president and CEO of Calabrio, said: “Exceptional customer service has never been more vital to a brand’s position in the market than now as the current pandemic is driving a workplace that needs to evolve with customer needs.”
He added: “Calabrio is proud to help end-users succeed in their customer service goals, but we also strive to practice what we preach by focusing on the experience of our own customers.
“This year we have pivoted our efforts to help them meet these challenging times and have stayed close to customers, embracing the possibilities of virtual interactions. We’re thrilled to see that our efforts are working, especially for customers harnessing the full Calabrio ONE suite.”
DMG is an independent contact centre research and consulting firm that annually conducts reports on workforce optimisation (WFO). These audits include market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products. Their 2020-2021 report featured eight leading and contending WFO suite vendors, focused on customer satisfaction in four different areas. These were vendor satisfaction, WFO suite modules satisfaction, WFO product features satisfaction and product effectiveness.
Top Scores
Calabrio customers scored the company with five out of five for all areas in the categories of vendor satisfaction, WFO product features and product effectiveness.
The company’s scores led each of these categories, with full-marks ratings for Calabrio ranging from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience.
“COVID-19 has accelerated the pace of digital transformation in contact centres,” said Donna Fluss, president of DMG Consulting LLC.
She added: “Cloud-based solutions, including workforce optimisation/workforce engagement management applications that give supervisors oversight tools for managing agents, such as live monitoring, recording, quality management, speech analytics and desktop analytics, have been very helpful throughout the pandemic.”
