We are delighted to be announced as winners of the 2021 Globetrotter category, at the Calabrio ONE Awards.
The mission of the ONE Awards is to recognise high-achieving Calabrio ONE customers charting the future of agent and customer engagement.
A global company headquartered in Minneapolis, Minnesota, USA, Calabrio provides our Workforce Engagement Management (WEM) platform, formerly known to us as Teleopti, before its merger under the Calabrio brand in 2019.
Winner of the ‘Globetrotter’ category – Ascensos
As Calabrio say; Can’t stop. Won’t stop. Our successful WFO deployment spans countries and cultures, yet interactions are more streamlined than ever. Whether our agents are at home, in the office or hybrid – we’ve carefully considered our employees’ work/life balance while continuing to meet our customers’ changing expectations.
Congratulations and a huge well done to our UK Resource Planning Team for being recognised for their best practice WFH deployment, adapting to the change and taking it in their stride, to benefit our colleagues, client and the business. Fast moves on their part!
Paul Pearson, Resource Planning Manager, said;
“With hundreds of new Advisors joining our UK operation within a 48-hours, our move away from a previously manual process, to quickly adapt to and implement the more robust ‘preference’ function within Calabrio WFM, enabled us to build processes which accommodated a flexible working-model quickly.
After delivering internal training to colleagues within the campaign, not only did they find the system more user friendly than that used previously, but their feedback to date has been incredibly positive, as has the increase in productive hours".
Michael Armstrong, Head of Planning, commented;
"Paul and the team have done an incredible job navigating our move to WFH. Our colleagues' happiness is paramount, which is why investing in an industry-leading platform such as Calabrio, to enable our Advisor community to see their rota, book holidays and apply for shifts, is fundamental to our colleague experience".
The Conference & Awards
Since the inception of these awards in 2017, over 30 Calabrio customers have been recognised for their hard work and innovation. Each year, winners are announced during the annual customer conference, Calabrio Customer Connect.
This years’ virtual event brought together the global contact centre industry for education and networking, featuring keynotes from industry leaders, on topics such as the Workforce Connection, Performance Connection, Complete Connection, Partner Connection and the Connected Enterprise.
Tom Goodmanson, president and CEO at Calabrio said;
“Calabrio is proud to recognize and support the strides our customers are making in more human-centric interactions. The important insights derived from the Calabrio Workforce Engagement Management (WEM) platform help our customers achieve goals while supporting contact center agents and creating a more connected workforce".
Ascensos employs over 3,000 colleagues in a mixture of onsite and home-working customer service and operational support roles.
As award-winning retail customer care specialists, our mission at Ascensos is to help brands and their customers stay in love, and we are proud to partner with some of the UK and Europe’s leading consumer brands.
About Calabrio
Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment and derives compelling insights from the contact center.
Organisations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support.
Note to Editors:
For more information please contact:
- Fiona Campbell, Ascensos | marketing@ascensos.com
- Emma Bain, tigerbond | emma.bain@tigerbond.com
