Quality Management | Calabrio

Build Better Brand Experiences with Calabrio Quality Management

Let the voice of the customer drive outstanding customer experiences. Calabrio Quality Management uses AI and automation to power predictive scoring, streamlined evaluations, smarter insights for more targeted coaching. Empower managers to focus on what matters most, be stronger leaders, and inspire agents to be their very best.

Build Better Brand Experiences with Calabrio Quality Management

Let the voice of the customer drive outstanding customer experiences. Calabrio Quality Management uses AI and automation to power predictive scoring, streamlined evaluations, smarter insights for more targeted coaching. Empower managers to focus on what matters most, be stronger leaders, and inspire agents to be their very best.

Rising to Meet Modern Consumer & Workforce Expectations

Consumers today expect more and forgive less. Calabrio Quality Management gives contact centers the AI-powered toolset to understand where (and how) they can get better. Workforce requirements have also changed. Remote and hybrid work expose the shortfalls of outdated contact center solutions. You must be able to monitor and develop employees from anywhere. A successful quality and coaching program driven by automation and analytics keeps employees engaged and customers happy.

The New World of Work Needs Calabrio WFM

The “new normal” is anything but business as usual for contact centers. Unprecedented labor challenges, the growing pains of remote/hybrid work models, and C-suite pressure to drive efficiencies through automation are all top of mind. Plus, customers expect more all around: more channels, more personalization, more empathy, and faster resolutions. Calabrio delivers analytics- and AI-powered contact center workforce management tools that help you maximize the potential of your people and rise to the challenges of this evolved world of work.

With Calabrio Quality Management, you will:

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Get a full picture of interaction quality

Turn every customer interaction into a positive brand experience with the ability to monitor all interactions and screen activity, view key call information in a single view, and make smart evaluations, faster. Use predictive NPS and predictive evaluations to get a clear, full view of agent performance and customer satisfaction-so you can drive high-impact QM strategies.

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Motivate and empower agents to be brand guardians

Give agents the specific insights they crave and empower them to be your frontline brand guardians. Customizable reports and dashboards enable agents to track their own performance in near real-time. This gives hybrid and remote agents the power to help themselves and acknowledge their vital role in the customer relationship.

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Boost development and inspire healthy competition

Embedded agent benchmarking, leaderboards, and Al-powered gamification create healthy competition in your teams. Analytics-driven Performance Coaching tools fast track agent development and uplevel coaches simultaneously. Highlight positive behaviors, inspire self-improvement or skill gaps specific to agent or their team, and track the effectiveness of your coaches to drive upskilling in your contact center.

As agents saw their QM scores improve, they were also able to see a similar uptick in their sales and revenue numbers as well. This has led to new growth and advancement opportunities for the agents, and, really, has fostered a more professional workplace environment.”

As agents saw their QM scores improve, they were also able to see a similar uptick in their sales and revenue numbers as well. This has led to new growth and advancement opportunities for the agents, and, really, has fostered a more professional workplace environment.”

Grasp the Full Customer Experience

Calabrio Quality Management is your customer experience command center. All your evaluation tools are in one place. Access audio and screen recording and review evaluation forms in a unified view. Fast access to key performance indicators enables you to protect your brand on an ongoing basis.

Omnichannel Call Capture

A single integrated platform ensures 100% capture of every interaction across traditional and digital channels, including desktop recording. Every call, email, chat, text, and tweet are ready to be transformed into highly usable customer-centric data, stored securely in the cloud.

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All your evaluation tools and contact insights in one place—no extra windows or clicking. Access audio and screen recordings, contact information, predictive analytics, and evaluation forms in a simple-to-absorb, unified desktop view, built for modern user habits.

Performance Coaching

Using AI, identify agent’s specific skill gaps and give them the right training at the right time, tailored to their performance needs. Track the effectiveness of your coaches and ensure agents receive the right coaching. Gain access to consistent performance insights and metrics across teams.

Gamification

Built-in gamification tools make it easy to create healthy competition among peers. Engage agents, build team camaraderie, and motivate agents to get better and be their best.

Automated Reporting

Our suite-wide AI-fueled business intelligence tool makes it easy to build and automate custom reports that pull together quality management data to view alongside workforce management and analytics data, so you see the big picture.

Predictions & Visualizations

Visualize insights, anticipate needs, and focus on the right conversations through seamless integration with Calabrio Analytics. Get a Net Promoter Score and predictive quality score for 100% of interactions. Purpose-built machine learning models that leverage historical survey data for accurate, predictive scoring.

Omnichannel Call Capture

A single integrated platform ensures 100% capture of every interaction across traditional and digital channels, including desktop recording. Every call, email, chat, text, and tweet are ready to be transformed into highly usable customer-centric data, stored securely in the cloud.

Media Player

All your evaluation tools and contact insights in one place—no extra windows or clicking. Access audio and screen recordings, contact information, predictive analytics, and evaluation forms in a simple-to-absorb, unified desktop view, built for modern user habits.

Performance Coaching

Using AI, identify agent’s specific skill gaps and give them the right training at the right time, tailored to their performance needs. Track the effectiveness of your coaches and ensure agents receive the right coaching. Gain access to consistent performance insights and metrics across teams.

Gamification

Built-in gamification tools make it easy to create healthy competition among peers. Engage agents, build team camaraderie, and motivate agents to get better and be their best.

Automated Reporting

Our suite-wide AI-fueled business intelligence tool makes it easy to build and automate custom reports that pull together quality management data to view alongside workforce management and analytics data, so you see the big picture.

Predictions & Visualizations

Visualize insights, anticipate needs, and focus on the right conversations through seamless integration with Calabrio Analytics. Get a Net Promoter Score and predictive quality score for 100% of interactions. Purpose-built machine learning models that leverage historical survey data for accurate, predictive scoring.

Over 70% of Calabrio customers SAY

Calabrio Quality Management helps lower employee attrition.”

Over 80% of Calabrio customers agree

Calabrio WFM has increased our ability to balance the needs of business and needs of agents” (TechValidate)

Connect to an Intelligent Workforce Performance Suite

Calabrio Quality Management is a key driver of the Calabrio ONE workforce performance suite. Calabrio ONE uses omnichannel call recording to feed the full voice of the customer into best-in-class quality management and workforce management (WFM) solutions. Seamlessly integrated analytics and data management solutions use sophisticated AI and intuitive reporting tools to identify trends, surface insights, and make it easy to share customer-centric intelligence across the enterprise.

Power up with smart WFM

Predictive forecasting and advanced scheduling automation perfectly match service levels with demand to ensure service quality while optimizing staffing. Customers can connect with skilled agents at the right time, across all channels offered by the contact center. App-based self-service scheduling engages and empowers agents with flexibility and control.

Integrate and transform all customer Data

As a pillar of brand experience and the virtual front door to customers, silos between the contact center and rest of the business must be shattered. Automatic data integration and robust, AI-driven reporting tools allow you to create a rich source of customer-centric business intelligence—and action relevant insights.

Choose the clear first choice for true cloud

The only enterprise-grade, true-cloud workforce performance suite on the market. Calabrio ONE gives modern contact centers the agility and freedom to meet the moment. A fully integrated suite of cloud-native solutions will empower you to support the modern workforce and amplify the voice of the customer at scale.

Power up with smart WFM

Predictive forecasting and advanced scheduling automation perfectly match service levels with demand to ensure service quality while optimizing staffing. Customers can connect with skilled agents at the right time, across all channels offered by the contact center. App-based self-service scheduling engages and empowers agents with flexibility and control.

Integrate and transform all customer Data

As a pillar of brand experience and the virtual front door to customers, silos between the contact center and rest of the business must be shattered. Automatic data integration and robust, AI-driven reporting tools allow you to create a rich source of customer-centric business intelligence—and action relevant insights.

Choose the clear first choice for true cloud

The only enterprise-grade, true-cloud workforce performance suite on the market. Calabrio ONE gives modern contact centers the agility and freedom to meet the moment. A fully integrated suite of cloud-native solutions will empower you to support the modern workforce and amplify the voice of the customer at scale.

Start Building Your Better Brand Experience with Calabrio Quality Management

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