PECKHAM IN ACTION

Annual action-packed conference is back live and in-person after a two-year virtual hiatus
September 27, 2022 12:00 PM Eastern Daylight Time

MINNEAPOLIS–(BUSINESS WIRE)–Calabrio, the workforce performance company, welcomes customers to Calabria Customer Connect (C3) in-person in Orlando, Florida, after two years of virtual events. The annual blockbuster conference unites customers, partners, and contact center thought leaders for two-and-a-half days of innovation, education, and networking. This year’s POWER UP! theme fuels the industry with more than 60 breakout sessions, and numerous customers onsite sharing success stories, including GE Appliances, Netflix, Webhelp, and Peckham.

The captivating series of events kicked off on Tuesday, September 27 at 9:00 a.m. ET. Calabria CEO & President, Tom Goodmanson, with special guest, Customer Experience Futurist, Blake Morgan, discussed how The Contact Center is Your Brand Guardian. Additionally, Calabria Chief Product Officer, Matt Matsui, illustrated the power of Al-fueled analytics for workforce performance success.

To celebrate customer’s success, the conference hosts an awards ceremony highlighting the winners of the Calabria Analytics Competition and the ONE Awards.

Now in its fourth year, the analytics competition showcases companies who leverage the power of Calabria AnalY.tics to unearth new customer and employee insights. Winners share $100,000 in prize money to use in their contact center initiatives. Running in parallel, the ONE Awards recognizes high-achieving customers charting the future of agent and customer engagement using Calabria ONE. In appreciation of this year’s ONE Award winners, Calabria donated money to charities chosen by the winners and gave an additional donation to the charity that received the conference vote.

Analytics Competition Winners:

Idaho Central Credit Union – Winner

Substantial year-over-year growth triggered increased call volumes for Idaho Central Credit Union (ICCU). The surge caused additional challenges owing to the stress it put on frontline and operational team members. To reduce repeat calls and shrink a climbing cost per call, ICCU leveraged the full Calabria ONE Suite to gain insight on the entire member journey. To identify potential root causes, ICCU examined phonetic phrases that indicated negative sentiment and a higher level of member effort. The team then compared the Net Promoter Scores as well as the manual and predictive quality scores to develop an improvement action plan. Next, they used Calabria Data Management to visualize and assess repeat calls and Calabrio’s Al-fueled Phrase Optimizer to eliminate anecdotal phrase suggestions by automatically suggesting better ones. Lastly, after noticing increased service levels in Calabria Workforce Management (WFM), leaders allocated more time for agent training. The results are impressive, with ICCU forecasting to save thousands of dollars this year by eliminating 9,000 repeat calls and stopping the rising cost per call in its tracks. Now they can identify high-effort calls, decrease number of agents required to handle calls, and repurpose agents to other queues to offer more training to elevate agent satisfaction and lower attrition.

Peckham – Joint runner-up
During the COVID pandemic, processes for one of Peckham’s main clients were paused. This pause created a surge in calls, resulting in long wait times that frustrated callers and agents alike. Peckham leveraged the power of Calabria Analytics and uncovered calls with long pauses. To remedy this and improve talk times, leaders implemented new IVR messages, updated the knowledge base, led additional coaching on objectionable calls, added FAQs for agents to reference, and introduced new technology to streamline processes. Customer experience has improved, and agents now have the information they need at their fingertips to handle approximately 1 additional call per hour, leading to an increase in top-line revenue of $2. 7 million annually.

Cummins – Joint runner-up
With the shift to a remote workforce, Cummins experienced an uptick in phone connectivity issues, negatively impacting customer satisfaction and causing agent irritation. Leaders needed to identify these precise points of disconnect and uncover the root causes. Using Calabria Analytics, Cummins identified phrases indicating disconnects and confirmed these disconnection points within Calabria Desktop Analytics. Four main issues came to the surface: VPN, laptop, internet connection, and the advocate login/out process. Leaders jumped into action with a game plan to mitigate these connection risks, in turn saving nearly $160K annually.

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