FAQs

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.  

Workforce management software forecasts customer demand, creates agent schedules and monitors adherence in real time. It ensures the right number of agents with the right skills are available to meet service levels efficiently. 

Yes. Calabrio WFM supports on-site, remote and hybrid working models, giving supervisors real-time visibility and agents access to self-service scheduling tools from anywhere.