Redefining Performance: The New Blueprint for Contact Center Excellence

Date: 03 June 2025, 10am ET | 3pm BST

Location: Virtual

The contact center is undergoing a renaissance.

Once viewed as cost centers, today’s high-performing contact centers are transforming into strategic hubs of insight, innovation, and value creation. At the heart of this transformation? A modern approach to Performance Management—one that reimagines coaching, accountability, and growth through a unified lens.

Join Calabrio’s thought leaders for a bold conversation on driving agent excellence and customer impact in 2025 and beyond. This isn’t about incremental improvement. It’s about rethinking performance as a dynamic, data-fueled cycle that continuously aligns people, processes, and platforms.

This Session Will Explore:

• Why the traditional coaching model is broken—and what a modern, intelligence-led approach looks like
• The shift from siloed systems to a unified Workforce Engagement Management (WEM) stack where QM, WFM, and Analytics feed a single performance loop.
• A five-stage Performance Management framework as a blueprint for agility and continuous growth
• How AI and embedded analytics are transforming supervisors into strategic enablers—not just schedulers or scorekeepers
• Why performance visibility for agents isn’t just a benefit—it’s a business advantage

Author: Calabrio
Reviewed by: Robyn Coppell