GreenPath Wins Calabrio Analytics Competition Recognizing Innovative Use of Customer Insights
- October 12, 2021
- By: Greenpath Financial Wellness
GreenPath Financial Wellness is proud to have received an industry award from Calabrio, the customer experience intelligence company.
With our emphasis on putting people at the center of all we do, GreenPath was named a winner of Calabrio’s analytics competition during its annual customer conference, Calabrio Customer Connect .
The competition challenges companies to use the power of Calabrio Analytics software to unearth new customer and employee insights.
After implementing Calabrio Analytics at the end of 2020, GreenPath was determined to utilize the tool at every stage of the customer journey. The contact center team partnered with the marketing function on the common goal of providing financial counseling to the area’s underserved citizens. Using Speech Analytics, leaders identified phrases correlated to their marketing campaigns, for example, “I saw your billboard” or “I saw you on TV.” They then mapped these calls to their target demographic — discovering that billboards, social media and radio were the most successful platforms for reaching the desired audience, allowing them to pivot away from less effective tactics. GreenPath saw a 150% increase in calls from this underserved population and uncovered the need for additional Spanish-speaking resources. Sentiment analysis showed a 3% increase in Net Promoter Score (NPS) and improvements to clients’ overall wellbeing score.
“As a national nonprofit, GreenPath’s mission is to empower financial health and wellness – providing everyone with the resources to make healthy financial choices,” notes David Flores, GreenPath’s Director of Client Services and Program Performance and champion of the initiative. “It was an honor and privilege to showcase how GreenPath is leveraging the Calabrio analytics tools to help make an impact in communities of need. I am extremely proud of our entire team and grateful that we were able to tell our story.”
“Calabrio is proud to recognize and support the strides our customers are making in more human-centric interactions. The important insights derived from the Calabrio Workforce Engagement Management platform help our customers achieve goals while supporting contact center agents and creating a more connected workforce,” said Tom Goodmanson, president and CEO at Calabrio. “Congratulations to our 2021 Analytics Competition finalists for pushing the bounds.”
Read Calabrio’s full press release about the competition and award.
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support. Find more at calabrio.com/