“Before Calabrio, we couldn’t report on adherence with any regularity or via any sort of standardized process. Now, we’ve integrated our ACD with Calabrio, so we easily can report on irregular behavior and recommend changes. We’re delivering a better customer experience, and our customers know someone will be there when …

“Calabrio Quality Management offers our supervisors insight on what the day-to-day issues are for our agents. It helps them better serve the agents in terms of training and coaching. It also helps identify issues that the patients have so we can put processes in place to address those concerns.”