My favorite thing about the product is the way that it evolves with your needs. In an ever evolving industry, you need an ever evolving software... a product that will help you grow as the industry grows. The fact that Calabrio takes the time to listen to their customer needs, and converts all of that feedback into the amazing features their WFO has, is what makes then, in my opinion, the best tool out there.
Features like Intraday dynamic scheduling, workflows, gamification, evaluator goals, Intraday optimization, -and I can go on with more and more stuff I like about the product- are tools that have helped our company set better standards for our agents, which have translated into better performance, and the ultimate result: better customer service.
Bottom line is, as your call center grows, so do your needs, and you need a product that not only will meet your needs, but a product that is looking into the future, and will help you get there. That's what we have found in Calabrio.
Agent performance was one of the biggest issues we had. We have been able to set better standards for our agents, for example, we were able to raise the adherence expectation from 80% to 85% and could take to 90% in the near future. We have been able to evaluate and make changes to the time allotted for our agents to complete work after a call... all those things have had a direct impact on how we serve our patients and their families.