Calabrio has introduced the Performance Management solution to transform how contact centres approach agent performance, moving away from outdated, fragmented systems toward a holistic platform that boosts engagement, cuts attrition, and elevates customer outcomes.
This new solution is part of the Calabrio ONE suite, designed with a singular focus: to give agents what they need most—clear visibility, meaningful recognition, and tools for continuous growth. In contrast to legacy systems that rely on manual oversight and reactive interventions, Calabrio’s platform also enables proactive, AI-driven performance coaching and real-time measurement, giving leaders the power to support agents more strategically than ever before.
“Today’s agents and managers don’t just need tools—they need an edge. Our Performance Management solution delivers just that,” said Dave Rhodes, CEO at Calabrio. “Everything they need, from performance data and coaching to quality reviews, is now in one streamlined, intuitive solution. It supercharges team performance with intelligent workflows, rapid decision-making and measurable impact. No complexity, no extra systems, just a better way to work.”
Smarter Support for the Modern Workforce
Moreover, the solution provides a more intuitive and impactful approach to employee success in the contact centre environment. Instead of managing performance after the fact, leaders can build a culture of real-time learning and growth that improves both individual and team outcomes.
Key features include:
- AI-Powered Coaching and Insights: Replace manual tracking with automated quality monitoring and performance scoring that surfaces coaching opportunities in real time.
- Workforce Empowerment Tools: From Vacation Planner Pro to Activity Requests, agents gain more control over their schedules, reducing burnout and improving work-life balance.
- Actionable Analytics: Real-time performance data helps identify patterns, surface customer interaction trends, and streamline agent workflows for greater efficiency.
- Development-First Culture: Encouraging continuous skill-building, the platform also supports both sales performance and service excellence, reducing turnover while improving customer satisfaction.
Calabrio’s latest release doesn’t stop at traditional training tools—it’s a comprehensive performance ecosystem that touches every aspect of the agent experience.