FAQs

Calabrio QM links evaluations directly to coaching workflows. Managers can deliver targeted feedback using real interaction evidence, helping agents improve faster and more consistently.

Yes. Calabrio QM supports compliance monitoring, audit trails and evidence-based evaluations, making it suitable for industries such as financial services, healthcare and the public sector.

Yes. Agents have access to dashboards showing evaluations, feedback and performance trends. This increases transparency, engagement and accountability.

Yes. The cloud-based platform supports on-site, remote and hybrid teams, providing consistent quality oversight regardless of location. 

Calabrio QM supports voice and digital channels, including calls, chat and messaging, enabling a consistent quality approach across all customer touchpoints. 

By analysing interaction behaviour, sentiment and trends, Calabrio QM helps organisations identify what drives good and poor experiences. This insight supports continuous improvement at scale.

Yes. Calabrio QM integrates with leading CCaaS platforms, ensuring quality data aligns with live contact centre operations.

Yes. Calabrio Quality Management is a core component of the Calabrio ONE suite and works alongside workforce management and analytics.

Calabrio QM is used by quality teams, operations managers, supervisors and CX leaders who need visibility, control and consistency across customer interactions.

Calabrio Workforce Management is a cloud-based WFM solution for contact centres that helps forecast demand, schedule staff and manage intraday performance. It enables accurate planning and real-time control across voice and digital channels.