Latest news with #DaveRhodes
Techday NZ
2 hours ago
- Business
- Techday NZ
Calabrio launches unified platform to boost contact centre teams
Calabrio has introduced a new Performance Management solution intended to streamline and unify employee management processes in contact centres. The new platform, part of the Calabrio ONE suite, is designed to address challenges associated with traditional performance management, such as siloed and reactive practices, by providing a single interface for performance data, quality reviews, and coaching. Calabrio's goal with this release is to reduce agent attrition, increase overall productivity and optimise the outcomes for customers by offering a more cohesive approach to workforce management. Unified platform Dave Rhodes, Chief Executive Officer at Calabrio, said the new solution was developed in response to the needs of both agents and managers, aiming to provide a practical and efficient system for improving team performance. "Today's agents and managers don't just need tools – they need an edge. Our Performance Management solution delivers just that. 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." The unified interface is intended to minimise the number of systems agents and supervisors must navigate, supporting daily tasks through a consolidated set of features and real-time access to metrics. Agent support and recognition The Calabrio ONE suite focuses on providing agents (the human type) with visibility, recognition and tools for personal development. According to the company, this approach is meant to foster an environment where agents can both see their progress and access resources for ongoing improvement. The new Performance Management tools offer organisations the capacity to shift from manual oversight and individual monitoring to more strategic coaching practices. This transition aims to facilitate skills development and reduce turnover, while supporting better service delivery and overall sales performance. Incorporating AI and automation A key component of the solution is the use of artificial intelligence to automate quality monitoring, deliver coaching insights, and help identify new trends in customer interactions. Automated scoring and real-time analytics provide supervisors with immediate feedback and allow for more responsive support to agents on the front line. The platform also includes features for everyday operational management, such as Vacation Planner Pro and Activity Requests, designed to help agents more efficiently manage their schedules. These additions are meant to ease routine tasks and help alleviate agent burnout, a reported issue within the sector. Calabrio states that the integration of learning and development tools is central to the platform, promoting a culture that values ongoing training and feedback rather than focusing solely on periodic reviews. Supporting measurable outcomes The company believes this new approach to performance management will allow contact centres to both improve customer service and operational efficiency in a measurable way. By having data, coaching, and quality assessments within a single system, organisations are expected to benefit from enhanced insight into team and individual performance. The full breadth of the solution is available as part of Calabrio ONE's workforce performance suite, which is aimed at bringing workforce optimisation, agent engagement, and business intelligence tools under one cloud-native framework.
Yahoo
13 hours ago
- Business
- Yahoo
Calabrio Redefines Performance Management with New Solution at CCW Las Vegas 2025
New Solution Transforms Performance Management for Contact Centers MINNEAPOLIS, June 11, 2025--(BUSINESS WIRE)--Calabrio, the workforce performance company, today 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. "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. 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. Join Calabrio at CCW Las Vegas Calabrio will showcase its new Performance Management solution at CCW Las Vegas, June 11–12. Product experts will be available at the event to discuss the solution's features and address questions. About Calabrio Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business. Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Follow us on LinkedIn. Follow us on X. View source version on Contacts Touchdown PRcalabrio@ 512-599-4015
Business Wire
13 hours ago
- Business
- Business Wire
Calabrio Redefines Performance Management with New Solution at CCW Las Vegas 2025
MINNEAPOLIS--(BUSINESS WIRE)-- Calabrio, the workforce performance company, today 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. '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. 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. Join Calabrio at CCW Las Vegas Calabrio will showcase its new Performance Management solution at CCW Las Vegas, June 11–12. Product experts will be available at the event to discuss the solution's features and address questions. About Calabrio Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business. Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Follow us on LinkedIn. Follow us on X.
Business Wire
30-04-2025
- Business
- Business Wire
Calabrio Unveiling Record Number of AI-driven Features to Accelerate Contact Center Efficiency and Customer Service Satisfaction
MINNEAPOLIS--(BUSINESS WIRE)-- Calabrio, the workforce performance company, today announced powerful AI enhancements to the Calabrio ONE suite, designed to help organizations streamline operations, improve agent engagement, and deliver exceptional customer experiences. These innovations remove friction from daily workflows, giving managers and agents the tools to work more efficiently while ensuring service excellence. AI, now commonplace in contact centers, provides immense value. Calabrio's 2025 State of the Contact Center Report found that managers expect AI and automation to support agent wellbeing, improve workplace culture, and enhance customer behavior analysis. By automating time-consuming tasks, providing deeper insights, and improving flexibility for agents, these groundbreaking features enable contact centers to operate with maximum efficiency. Managers can shift their focus from manual oversight to strategic improvements and simultaneously give agents the autonomy and support needed to perform at their best—reducing burnout and improving service quality. "AI is here to stay and it's quickly changing the game,' said Dave Rhodes, CEO of Calabrio. 'Calabrio has made very thoughtful investments to create AI-driven features– not just for the sake of AI – but for the humans who use them. The purpose is to help agents more easily and successfully improve the customer experience. Much like the evolution from handwritten letters to email, our AI-powered Quality Management (Auto QM) is poised to redefine traditional methodologies, delivering immediate value and powerful outcomes on day one." The Calabrio ONE suite offers a range of advanced features designed to optimize operational efficiency and improve customer interactions, including the following key benefits: Auto QM: AI-driven quality management evaluates interactions for consistent scoring and quickly identifies coaching opportunities. Users can customize Generative AI prompts to meet unique business needs. Trending Topics: AI categorizes customer conversations into key themes, helping teams quickly spot trends, diagnose issues, and make data-driven improvements. Interaction Summary: AI-powered summaries offer an overview of customer interactions, supporting compliance and engagement. WFM Notifications: Real-time alerts keep agents and managers updated, enhancing visibility and planning. Vacation Planner Pro: Automated vacation bidding provides agents with fairness, compliance, transparency and control while reducing administrative tasks. Real-Time Desktop Analytics: Provides instant visibility into agent activity, helping managers identify workflow inefficiencies and enhance task optimization. Activity Requests for Calabrio WFM: Empowers agents with self-scheduling capabilities for pre-approved activities, driving operational efficiency. Periodization: Manages actual worked hours towards targeted work hours for a specified time frame per week and agent. 'We're proud to collaborate with some of the world's top contact centers, whose insights were instrumental in shaping these features,' said Magnus Geverts, VP of Product Marketing at Calabrio. "Contact centers need to balance efficiency with employee wellbeing and customer satisfaction. These features help organizations create a more agile, efficient and engaged workforce by addressing contact centers' key operational challenges. Managers gain actionable insights, agents experience greater flexibility and job satisfaction, and customers receive faster, more personalized service.' These features are available now for Calabrio ONE users. For more information, click here. Additional Resources: About Calabrio Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business. Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Follow us on LinkedIn. Follow us on X.
Techday NZ
28-04-2025
- Business
- Techday NZ
Calabrio boosts contact centres with over 70 new AI features
Calabrio has announced the introduction of more than 70 new artificial intelligence-driven features to its Calabrio ONE workforce performance suite designed to enhance efficiency and customer service in contact centres. The company stated that these additions will be available to users of Calabrio ONE within a six-month period. The suite's enhancements focus on streamlining daily tasks, improving agent engagement, and offering managers and agents tools to increase operational efficiency. Calabrio highlighted that artificial intelligence is increasingly central to contact centre operations. Data from Calabrio's 2025 State of the Contact Center Report suggests that managers expect AI and automation to support agent wellbeing, foster a better workplace culture, and provide enhanced analysis of customer behaviour. By automating routine processes, offering deeper operational insights, and promoting greater flexibility for agents, the suite's features are intended to allow centres to operate with higher efficiency. According to the company, this shift helps managers transition from manual oversight towards more strategic initiatives, while empowering agents and aiming to reduce burnout and improve the quality of customer service. Dave Rhodes, Chief Executive Officer of Calabrio, said, "AI is here to stay and it's quickly changing the game. Calabrio has made very thoughtful investments to create AI-driven features– not just for the sake of AI – but for the humans who use them. The purpose is to help agents more easily and successfully improve the customer experience. Much like the evolution from handwritten letters to email, our AI-powered Quality Management (Auto QM) is poised to redefine traditional methodologies, delivering immediate value and powerful outcomes on day one." The updated Calabrio ONE suite introduces several key functions. The Auto QM feature uses AI to evaluate customer interactions for consistent scoring and rapidly identify coaching opportunities, with the option for users to customise generative AI prompts according to their business requirements. Trending Topics leverages AI to categorise customer conversations, helping teams pinpoint emerging trends, address issues, and implement data-based improvements. Interaction Summary provides AI-generated overviews of customer interactions to assist with compliance and engagement monitoring. WFM Notifications deliver real-time alerts to agents and managers, improving awareness and planning capabilities. Other additions include Vacation Planner Pro, which automates vacation scheduling to provide fairness and reduce administrative processes, and Real-Time Desktop Analytics, which offers immediate visibility into agent activity for identifying workflow inefficiencies. The Activity Requests feature within Calabrio Workforce Management enables agents to self-schedule activities within pre-approved parameters, and the Periodization function helps track actual worked hours against set targets for each agent on a weekly basis. Magnus Geverts, Vice President of Product Marketing at Calabrio, said, "We're proud to collaborate with some of the world's top contact centers, whose insights were instrumental in shaping these features. Contact centers need to balance efficiency with employee wellbeing and customer satisfaction. These features help organizations create a more agile, efficient and engaged workforce by addressing contact centers' key operational challenges. Managers gain actionable insights, agents experience greater flexibility and job satisfaction, and customers receive faster, more personalized service." All newly announced features are now accessible for users of the Calabrio ONE suite.
