The Contact Company Selects Calabrio WFM Related Articles Calabrio Acquires AI and Bot Analytics Company Wysdom Spark NZ Selects Calabrio Calabrio Announces Winners of Analytics Competition and ONE Awards Definition: Contact Centre Jargon and Terminologies © LOVELUCK - Shutterstock - 590162231 Filed under - Contact Centre News, Calabrio Calabrio has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans. TCC plans to implement a broad range of Calabrio’s 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. Matthew Jorgensen, Resource Planning Specialist at The Contact Company commented, “Over the past few years, our sales have doubled and our client base has expanded in number and complexity. We looked for a partner that could offer best-in-class technology while truly understanding the unique challenges that outsourcers face. From our initial conversations with Calabrio, we felt they were the partner for us. We are confident their unmatched experience in the contact centre industry will bring greater agility to our operations and boost our clients’ success. The Calabrio team is also a joy to do business with, extremely knowledgeable and very supportive.” Calabrio ONE will support a large part of TCC’s 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 Argos, John Lewis, BT, and The Health Lottery. The five-strong planning team will maximise Calabrio’s proven Workforce Management (WFM) capabilities to produce fast and flexible schedules for customer-facing staff and improve longer-term forecasting activities. Olle Düring, Senior Vice President of Sales, International, at Calabrio added, “Dynamic, 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.” 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 also 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’s DLA Piper Business Person of the Year award. Under Mr Hamid’s leadership, TCC invested in multimillion pound offices at Kingsgate, Tower Wharf in Birkenhead which the company sees as a further catalyst for future growth. This blog post has been re-published by kind permission of Calabrio – View the Original Article For more information about Calabrio - visit the Calabrio Website 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 centre. Read other posts by Calabrio Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Calabrio Published On: 8th Jun 2023 - Last modified: 9th Jun 2023 Read more about - Contact Centre News, Calabrio Recommended Articles Calabrio Acquires AI and Bot Analytics Company Wysdom Spark NZ Selects Calabrio Calabrio Announces Winners of Analytics Competition and ONE Awards Contact Centre Jargon and Terminologies Related Reports Report: State of the Contact Centre 2023 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter