Calabrio Debuts Next-Gen Performance Management Solution

Calabrio has introduced its new next-generation performance management solution at their UK Customer Connect event.

Dave Rhodes, CEO at Calabrio, expressed excitement, saying: “I’m thrilled to be here today as we announce our new Performance Management capabilities, designed to empower today’s evolving workforce.

We don’t just connect quality evaluations, agent performance metrics, and coaching – we eliminate the clutter and deliver it all in one streamlined, intuitive solution.

The result? Faster, smarter decisions and continuous improvement that actually sticks. Our platform delivers the quickest return on investment in the industry – no bloated systems, no steep learning curve, just real results.”

Designed to enhance how contact centres support and develop their teams, the new solution integrates directly within the Calabrio ONE suite, offering a unified approach to performance management without relying on third-party tools.

UK Customer Connect brought together Calabrio customers, partners, and industry professionals for two days of discussion and knowledge sharing around the future of customer experience and workforce optimisation.

A key moment of the event was the unveiling of the new Performance Management capabilities.

The solution is said to enable a more transparent and structured approach to managing performance by giving agents access to real-time visibility into their goals and progress.

It also helps managers identify coaching opportunities and recognise achievements through a single, integrated view of performance data.

With workflows designed to reduce administrative overhead and promote ongoing development, the new Performance Management offering is positioned to help contact centres create a more engaged and accountable workforce.

Reviewed by: Rachael Trickey