CALABRIO ONE CASE STUDY Wisconsin-Based Insurance Company Improves Agent Engagement with Calabrio Introduction This case study of a medium enterprise insurance company is based on a November 2018 survey of Calabrio ONE customers by T echValidate, a 3rd- party research service. The profiled company asked to have their name blinded to protect their confidentiality. “Calabrio has been great. Agents know exactly when they are expected to do everything throughout the day and they love the ability to see how the contact center is affected and how they themselves make a difference.” “We’ve seen greater agent adherence to the schedule. Agents are happier as they know what their day looks like which leads to better interactions with customers.” “ Challenges Used the following WFO solutions prior to

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