{"id":40506,"date":"2023-06-08T09:10:58","date_gmt":"2023-06-08T09:10:58","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=40506"},"modified":"2023-06-08T09:13:43","modified_gmt":"2023-06-08T09:13:43","slug":"the-contact-company-selects-calabrio-wfm-to-power-bpo-operations","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/the-contact-company-selects-calabrio-wfm-to-power-bpo-operations\/","title":{"rendered":"The Contact Company Selects Calabrio WFM to Power BPO Operations"},"content":{"rendered":"\"Call\n

Merseyside based contact centre with 1500 people chooses technology to support ambitious growth plans.<\/strong><\/p>\n

Calabrio<\/a>, the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected\u00a0Calabrio ONE<\/a>\u00a0software to support the company\u2019s ambitious growth plans. TCC plans to implement a broad range of Calabrio\u2019s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment.<\/p>\n

Matthew Jorgensen, Resource Planning Specialist at The Contact Company commented, \u201cOver the past few years, our sales have doubled and our client base has expanded in number and complexity.\u00a0 We looked for a partner that could offer best-in-class technology while truly understanding the unique challenges that outsourcers face.\u00a0 From our initial conversations with Calabrio, we felt they were the partner for us.\u00a0 We are confident their unmatched experience in the contact centre industry will bring greater agility to our operations and boost our clients\u2019 success.\u00a0 The Calabrio team is also a joy to do business with, extremely knowledgeable and very supportive.\u201d<\/p>\n

Calabrio ONE will support a large part of TCC\u2019s 1,500-strong workforce, making it easier to meet multiple client service levels and deliver carefully tailored customer service packages for clients including household names such as\u00a0Argos, John Lewis, BT, and The Health Lottery. The five-strong planning team will maximise Calabrio\u2019s proven Workforce Management (WFM) capabilities to produce fast and flexible schedules for customer-facing staff and improve longer-term forecasting activities.<\/p>\n

Olle D\u00fcring<\/a>, Senior Vice President of Sales, International, at Calabrio added, \u201cDynamic, fast-growing businesses like The Contact Company can rely on our proven track record, technology, and expert professional services during times of unprecedented growth. Our cloud-first approach is perfectly suited to building a highly flexible workforce that can adapt to rapidly changing customer demand, whatever the channel. We look forward to working alongside TCC to achieve their business aspirations by creating an agile customer service delivery framework that is poised for the future.\u201d<\/p>\n

TCC intends to expand the Calabrio ONE implementation as the business grows with a continued focus on recruiting and developing local people. Chief executive Asif Hamid\u00a0also invests his time in local enterprise, as vice chairman of Liverpool City Region Local Enterprise Partnership, chairman of Wirral Chamber of Commerce, and a former winner of the Liverpool ECHO\u2019s DLA Piper Business Person of the Year award.\u00a0 Under Mr Hamid\u2019s leadership, TCC\u00a0invested in multimillion pound\u00a0offices at Kingsgate, Tower Wharf in Birkenhead which the company sees as a further catalyst for future growth.<\/p>\n

About Calabrio<\/strong><\/p>\n

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.<\/p>\n","protected":false},"excerpt":{"rendered":"

Calabrio, the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected\u00a0Calabrio ONE\u00a0software to support the company\u2019s ambitious growth..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/40506"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=40506"}],"version-history":[{"count":9,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/40506\/revisions"}],"predecessor-version":[{"id":40517,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/40506\/revisions\/40517"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=40506"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=40506"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=40506"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}