CALABRIO ONE CASE STUDY Am Trust Financial Services Gained Productivity and Improved Customer Satisfaction with Calabrio ONE Introduction This case study of AmT rust Financial Services is based on a September 2016 survey of Calabrio ONE customers by T echValidate, a 3rd-party research service. “Calabrio’s reporting tool has allowed us to evaluate employee performance overall, and monitor agent schedule adherence in real-time. We were able to team up with our supervisors and provide individualized coaching to our agents, which in turn provided more productivity and higher customer service satisfaction. It also allowed WFM to be more interactive with agents regarding time off requests and schedule exceptions with easy to read forecasting.” “ Challenges The business challenges that led the pr

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