Trusted by global brands
Demo Type
Feature
- Auto QM
- Analytics
- Quality Management
QM Features
Quality Monitoring Tools that Improve the Entire Customer Experience
Calabrio contact center quality management is your CX command center. Elevate your QA program with a single source of truth—and a complete set of AI-powered tools—to address issues impacting experiences in and out of the contact center.
Leading QM Capabilities
End-to-End Solutions that Elevate Performance
Calabrio Quality Management provides everything you need to take complete control of your quality program and drive lasting impact across the organization.
Rise to Meet Consumer and Workforce Expectations
Consumers today expect more and forgive less. Calabrio Quality Management gives contact centers the AI-powered toolset to understand where (and how) they can get better—while empowering managers and agents alike.
Case Studies
A trusted ally to leading brands that empower employees and maximize performance
Explore how Calabrio helps leading brands overcome challenges and unlock competitive advantages.
GCE’s highly manual QA evaluation process was time-consuming and delivered mixed results. Leveraging Calabrio, they transformed their QA and increased the number of monthly evaluations performed by 67%.
“Calabrio embodies the open-minded, collaborative approach we wanted to set as a QA team.”
IMPACT BY THE NUMBERS
The statistics speak for themselves
Calabrio’s leading quality management software keeps agents engaged and customers happy. And it’s trusted by top brands because it delivers outsized impact.
Customer Reviews
Trusted, leading customer intelligence tools that enrich and understand human interactions
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
Verified User
Enterprise Retail Organization
Josie T.
Enterprise Operations Quality Analyst
Verified User
Enterprise Applications Analyst
Verified User
Enterprise Retail Organization
Verified User
Enterprise Applications Analyst
FAQs
Looking for help?
Get answers to some of the most frequently asked Quality Management questions.
Contact center quality management (QM) is a strategic approach to continuously improving the overall customer experience. It involves analyzing data from various sources, including individual agent performance evaluations, to identify trends and areas for improvement across the entire contact center.rn rnLearn about the QM’s importance, challenges teams face, and much more in ou003ca href=u0022https://www.calabrio.com/wfo/quality-management/u0022u003eur complete guide to quality managementu003c/au003e.
The most effective contact center quality management software will provide a comprehensive suite of tools for quality monitoring, quality assurance, evaluation, coaching, and more. The top features to look for when evaluating quality management software include:rnrnu003culu003erntu003cliu003eu003cstrongu003eOmnichannel Interaction Recording and Monitoring:u003c/strongu003e The ability to monitor and evaluate interactions across channels is at the core of any effective quality management system. u003ca href=u0022https://www.calabrio.com/products/call-recording/u0022u003eCalabrio Call Recordingu003c/au003e captures 100% of your interactions so valuable voice-of-the-customer data never slips through the cracks. Meanwhile, Calabrio QM offers desktop and live monitoring capabilities to understand adherence and drive improved performance.u003c/liu003erntu003cliu003eu003cstrongu003eAdvanced Analytics and Reporting:u003c/strongu003e u003ca href=u0022https://www.calabrio.com/wfo/customer-interaction-analytics/using-speech-analytics-to-improve-your-contact-center/u0022u003eSpeech analyticsu003c/au003e, u003ca href=u0022https://www.calabrio.com/wfo/customer-interaction-analytics/call-center-sentiment-analysis/u0022u003esentiment analysisu003c/au003e, and other reporting tools (including customizable dashboards) should make it as easy as possible to turn customer interaction data into impactful insights.u003c/liu003erntu003cliu003eu003cstrongu003eAutomated Feedback and Performance Coaching Tools:u003c/strongu003e Contact center QM and QA software should provide automation that streamlines evaluation and feedback delivery so that managers can zero in on the right issues affecting performance—and that agents can get data-driven information that helps them improve. Plus, u003ca href=u0022https://www.calabrio.com/products/quality-management/performance-coaching/u0022u003eperformance coaching toolsu003c/au003e should simplify efforts to coach agents, track effectiveness, and fuel engagement and retention.u003c/liu003erntu003cliu003eu003cstrongu003eGamification:u003c/strongu003e Keep agents engaged and foster team togetherness with the help of built-in gamification tools, such as customizable leaderboards, awards, and other performance incentives. u003c/liu003ernrnu003c/ulu003e
Contact center quality assurance and quality management are closely related but distinct practices. Quality assurance (QA) focuses on evaluating agent performance and adherence to procedures, compliance regulations, and best practices during customer interactions, with the goal of ensuring that each interaction meets specific set standards. rn rnMeanwhile, quality management (QM) programs takes a broader approach, typically analyzing QA data along with other metrics to identify trends and implement strategic improvements across the entire contact center. QA, then, is an aspect of QM, which seeks to take a more comprehensive approach to driving enhancements to customer experience.rn
