Calabrio redefines workforce optimization (WFO) with software that is intuitive, flexible and hassle free. Calabrio ONE is the first WFO suite to draw on proven techniques of the social Web, with a truly integrated, totally unique Web 2.0-based dashboard that makes effective agent, team and performance management part of any contact center’s daily routine.
Effortless integration. Easy to learn. Intuitive for all users – from agents to supervisors to schedulers. There’s no better solution than Calabrio Workforce Management for forecasting and scheduling, empowering your agent resources and optimizing service to your customers.
Don’t leave customer satisfaction and loyalty to chance. Calabrio Quality Management provides the right tools for time-conscious contact centers to improve quality and performance. Review and assess the performance of agents and teams with minimal time and effort.
Don’t know where to start? Calabrio can help, with simple tools and flexible options that let you ease into Speech Analytics without heroic learning curves or extensive investments. Don’t let complexity stand in the way of the incredibly enlightening and time-saving benefits of speech analytics.
When flexibility, reliability and speed are essential, Calabrio Call Recording makes the task of recording, archiving and retrieving all calls more manageable in IP-based voice networks. Protect your business by providing an indisputable record of each transaction.
Supervisor, Platinum Sales Team
Hands-on manager with consistently high-performing teams. Persistently monitors team dashboards for opportunities to coach and train. Handles all team scheduling and provides back-up for evaluations – often from home.
Quality Assurance Specialist
Uses Quality Management evaluation forms to evaluate agent and team performance to target coaching and training that helps the company meet its goals. Enjoys the flexible way she can review what the agent is saying and doing in one customized window.
Vice President of Customer Service
Understand how strategic the contact center is for branding, customer satisfaction and revenue generation. Uses performance management dashboards daily to correlate contact center performance metrics with the company’s bottom line.
Agent, Skilled for General Sales and Premier Accounts
Likes to track his own KPI scores to keep on his performance target. Expert multi-tasker. Frequently called on by team members for advice on tricky transactions.
Workforce Management Specialist
Takes pride in precisely mapping the right number of agents with the right skills to meet dynamic customer service demands. Monitors dashboards and makes smooth changes to adjust for the unexpected.
