New Solution Transforms Performance Management for Contact Centers
Calabrio, the workforce performance company, introduced its new Performance Management solution at Customer Contact Week (CCW) Las Vegas 2025, one of the largest gatherings for customer experience professionals in North America. The Performance Management solution flips the script on siloed, reactive and often slow performance management with a unified platform that reduces attrition, increases productivity and optimizes customer outcomes.
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“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.”
A Simpler, Smarter Way to Support Agents
The Calabrio ONE suite surrounds agents with what they value most: visibility, recognition and tools to grow. The new Performance Management solution empowers modern contact centers with simplified measurement, coaching and performance across teams to deliver elevated customer experiences.
- Shift from manual oversight to strategic coaching that increases agent productivity and supports skill development.
- Build a learning and development culture to reduce turnover and drive improved sales performance alongside better customer service.
- Use AI-powered tools to reduce agent burnout, streamline routine tasks and help agents deliver consistent, high-quality interactions.
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This innovative solution goes beyond training to address the full spectrum of contact center performance. It includes automated quality monitoring for consistent scoring and coaching insights, tools to identify emerging trends in customer interactions, real-time analytics to improve agent workflows, and features like Vacation Planner Pro and Activity Requests that help agents manage their schedules more efficiently.