CALABRIO ONE CASE STUDY Flight Centre Reduces Hold Times with Calabrio Introduction This case study of Flight Centre is based on a February 2016 survey of Calabrio ONE customers by T echValidate, a 3rd-party research service. “Since implementing Calabrio, we have seen improvements in our customer experience, and hold times have reduced as we are not rostering people at the right times and monitoring adherence. AHT has been reduced due to the transparency in these stats and agents feel better informed about their performance and ability to monitor themselves.” “ Challenges The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE: T op driver for purchasing Calabrio: Needed to automate Evaluated the following vendor prior to choosing Calabrio: Veri

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