Calabrio Customer Connect 2025

2025 Session Catalog

Stay tuned as more sessions will be published soon!

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QM	Beyond the Score: How QM Fuels Growth and Experience Quality Management isn’t just about ticking boxes—it’s about transformation. In this session, we’ll explore how a strong QM program can enhance both the customer and employee experience by going beyond scores to drive meaningful change. Discover how to turn evaluations into impactful coaching moments that inspire agent growth, build trust, and improve performance. You’ll walk away with practical techniques to elevate your quality reviews into a catalyst for better service, stronger teams, and lasting results.
QM	Building a Quality Program from the Ground Up Starting or improving your Quality Management program? This session covers the core pieces you need to get it right—setting goals, creating scorecards, running calibrations, and designing clear processes. You'll walk away with practical tips and examples to build a strong, effective program that supports your agents and improves customer experience.
Analytics, Auto QM	Demystifying AI: How It Works and Why Governance Matters in the Contact Center AI is transforming the contact center—but how do you know it’s working for you, not against you? In this session, we’ll break down how AI actually works in tools like Auto QM, sentiment analysis, and conversational insights—no data science degree required. Then, we’ll explore the critical role of AI governance: what it means, why it matters, and how to ensure transparency, fairness, and trust in every AI-driven decision. You’ll leave with a better understanding of how to evaluate and manage AI responsibly—so you can innovate with confidence and keep both your customers and agents protected.
QM	Designing Effective Scorecards Your scorecard is the foundation of your quality program—but is it working for you? In this session, we'll cover best practices for designing scorecards that align with your business goals, are simple to evaluate, and provide clear, actionable insights for coaching. Learn how to strike the right balance between structure and flexibility to drive meaningful performance improvements.
Analytics, QM	Empowered Leaders, Engaged Agents: Building a Quality Culture that Drives Growth Agents are more likely to embrace quality programs when they trust the process—and that trust begins with their supervisor. In this session, we’ll explore how frontline leaders can turn quality reviews into opportunities for connection, growth, and empowerment. Learn how to make QA feel fair and transparent, deliver feedback that builds confidence instead of fear, and create a collaborative environment where agents feel supported—not scrutinized. You’ll leave with practical tools to interpret quality data, coach with consistency, and lead a program your agents believe in.
Performance Management	Empowering Agents: Driving Agent Success with the New Performance Management Discover Calabrio’s new Performance Management and My Calabrio —designed to simplify coaching, boost agent engagement, and improve performance. Get a closer look at how integrated insights and intuitive tools can help you build a stronger coaching culture and drive better outcomes.
Analytics	Establishing Value: Using Analytics to Solve Real Business Challenges Learn how to set up your analytics solution to uncover CX pain points and connect insights directly to business outcomes. This session will explore practical strategies for mining your data effectively and turning customer interactions into actionable improvements. Build a foundation that delivers real value—from setup to impact.
Analytics, Auto QM	From Manual to Meaningful: Automating QM with Confidence Explore the steps to evolve your QA program from manual evaluations to automated, AI-powered assessments. Learn how to scale your efforts, improve accuracy, and free up your team for strategic coaching. (utilizing AutoQM to cut down your manual evals.) Rethink your purpose for evaluating interactions. Allow AI to deliver scalable service quality measurement while reducing the costs and effort to manage manual reviews. Consider engaging in process audits...more targeted coaching....customers are realizing significant optimization for examining and measuring the service experience - a true game changer!
Analytics, QM, Auto QM, Roadmap	From Release to Roadmap: The Future of QM, Analytics & Bot Analytics Join the Calabrio product team for a fast-paced look at how far we’ve come—and where we’re headed next. We’ll recap the latest and greatest features, showcasing innovations across QM, Analytics, and Bot Analytics. We'll then dive into what’s coming on the roadmap. From smarter automation to deeper insights, you won’t want to miss what we’ve got up our sleeves!
Analytics, Auto QM	Mastering Auto QM: Harnessing AI for Smarter Quality Management Discover how to take your quality management strategy to the next level with Auto QM. In this session, you’ll learn how to harness AI to evaluate 100% of customer interactions—eliminating guesswork, reducing manual effort, and uncovering actionable insights at scale. We'll walk through real-world use cases, best practices for implementation, and how to customize your evaluation forms using features like Bring Your Own Questions and Knowledge Base integration. Whether you're just getting started or looking to optimize, this session will give you the tools to make Auto QM work smarter for your team.
Analytics	Spot Trends, Take Action: Leveraging Trending Topics for Success Stay ahead of the curve by turning conversation data into action. In this session, we’ll explore how Trending Topics surfaces emerging themes in customer interactions automatically. Learn how to identify rising issues, understand customer sentiment shifts, and uncover coaching opportunities without manual effort. We’ll share practical tips for using these insights to improve processes, drive CX improvements, and support frontline teams. If you're ready to move from reactive to proactive, this session is for you.
Bot Analytics	Thinking About Bot Analytics? Let’s Talk ROI You’ve added bots to your contact center—now it’s time to measure their impact. In this session, learn how Calabrio Bot Analytics helps you track performance, uncover optimization opportunities, and prove ROI. Get the insights you need to make your bots work smarter and deliver better customer experiences.
Analytics	Unleashing AI: Turning Quality Management into Conversation Intelligence Thinking about bringing AI into your QA program but not sure where to start—or if it’s worth it? In this session, we’ll break down the value of moving beyond manual evaluations and limited sampling with tools like Auto QM, sentiment analysis, and trending insights. Discover how AI can help you evaluate 100% of interactions, spot key trends, and make faster, smarter decisions. We’ll also cover what risks and barriers to consider, how to assess fit for your business, and simple steps to introduce AI without disrupting your existing workflows.
Calabrio ONE	45 ideas in 45 Minutes Join a panel of Calabrio and contact center experts as they rapid-fire tips and tricks that will help you take the next step in your contact center mastery. With WFM, QM, Analytics and more, you will be sure to leave with a notebook of ideas to take back with you!
Calabrio ONE	Calabrio ONE Roadmap: What’s New and What’s Next Get a sneak peek at the future of the Calabrio ONE Suite. From new integrations and enhanced reporting in Insights, to Performance Management, new AI-powered capabilities, and more—discover the innovations shaping the next generation of workforce performance.
Performance Management	Driving Agent Success with the New Performance Management Application in Calabrio ONE Discover Calabrio’s new Performance Management and My Calabrio —designed to simplify coaching, boost agent engagement, and improve performance. Get a closer look at how integrated insights and intuitive tools can help you build a stronger coaching culture and drive better outcomes.
WFM	A Beginners Guide to Forecasting in Calabrio WFM Forecasting is the backbone of effective workforce management. In this session, beginners will learn the essentials of forecasting in Calabrio WFM, including how to analyze historical data, predict future demand, and build accurate staffing plans.
WFM	A Day in the Life of an Agent See workforce management through the agent’s eyes. This session explores how scheduling, forecasting, and real-time management impact agents’ daily experiences and how WFM teams can create a more balanced, engaged workforce.
WFM	A Day in the Life of a Supervisor Follow a supervisor’s daily journey using Calabrio WFM to manage staffing, respond in real time, and lead their team to success—with less stress and more impact.
WFM	Beyond the Frontline: Extending WFM to Back-Office Operations WFM isn’t just for customer-facing teams. Discover how Calabrio WFM helps back-office operations optimize staffing, streamline workflows, and improve service levels across case management, email, and other deferred channels. Real-world examples will show how extending WFM beyond the frontline can deliver major business impact.
WFM	Classic WFM Session A must-attend for Classic WFM veterans, this session delivers practical Classic WFM knowledge, best practices, and strategies to tackle common challenges. Expect a mix of expert guidance, interactive discussions, and real-world examples.
Insights	From Data to Decisions: Real-World Dashboards That Drive Impact See how one customer is transforming data into action with powerful, real-world dashboards built in Calabrio Insights. In this peer-led session, you'll get a behind-the-scenes look at the dashboards they use to uncover trends, improve performance, and drive better business decisions—plus tips you can take back to your own team.
Insights	From Data to Impact with Insights: Telling Your Contact Center’s Story with Visuals Ditch the spreadsheets and static reports—learn how to bring your data to life with Insights. This session explores how AutoGraph and Data Storytelling make it easier to highlight trends, share the big picture, and drive action. Discover practical strategies to turn dashboards into powerful communication tools that showcase your contact center’s value.
WFM	How Schedule Complexity and Employee Empowerment Belong to the Same Conversation Disengaged agents and high attrition don’t have to be the norm. In this session, Dave Hoekstra and Florian Garnier will show you practical strategies to empower agents through smarter scheduling, reduce turnover, and improve both customer experience and team morale. Walk away with actionable tips to close staffing gaps and build a more engaged, resilient contact center workforce.
Insights	Insights 101: Building your First Dashboard New to Insights or reporting in general? This beginner-friendly session will walk you through building your first dashboard—whether you're focused on QM, WFM, or both. Learn how to choose the right dataset, organize your visuals, and set a strong foundation for smarter, faster reporting!
Insights	Level Up Your BI Skills: Calabrio Insights Intermediate Ready to go beyond the basics? This intermediate session is designed for users who are already familiar with Calabrio Insights and want to take their reporting and dashboarding to the next level. Learn how to dig deeper into your data, build more dynamic visualizations, and uncover actionable insights that drive real impact.
WFM	Real-Time Management: The Right People, in the Right Place, at the Right Time When service levels fluctuate, real-time management is the key to success. Learn how to monitor intraday performance, adjust staffing on the fly, and ensure the right coverage—without causing agent burnout. Master the art of keeping operations running smoothly in a fast-paced environment.
WFM	Schedule Complexity and Employee Empowerment Do Belong In The Same Conversation Balancing business needs with employee preferences can feel like an impossible task—but it doesn’t have to be. This session explores how advanced scheduling strategies and self-service tools in Calabrio WFM empower employees while maintaining the coverage and flexibility contact centers need. Learn how to reduce scheduling headaches while boosting engagement and retention.
WFM	Shift Bags and Rule Sets in Calabrio WFM If you've heard the term Shift Bag and Rule Sets before, this session is likely for you. Come explore creative scheduling strategies, flexible shift management, and innovative ways to meet business and employee needs simultaneously.
WFM	The 10 Things I Bet You Didn't Know about Calabrio WFM Think you know everything about Calabrio WFM? Think again! This session uncovers hidden features, pro tips, and surprising capabilities that can make your workforce management strategy smarter and more efficient. Prepare to be amazed!
WFM	The Art & Science of Forecasting in Calabrio WFM Master the balance between analytical precision and real-world flexibility in forecasting. This session explores advanced forecasting techniques, how to handle unexpected demand shifts, and strategies for continuous improvement.
WFM	The Art & Science of Real-Time Management in Calabrio WFM Effective real-time management requires a mix of strategic planning and fast decision-making. This session dives into best practices for intraday adjustments, escalation strategies, and keeping operations on track in dynamic environments.
WFM	The Art & Science of Scheduling in Calabrio WFM Scheduling is both a science and an art. Learn how to optimize coverage, accommodate employee preferences, and leverage automation to create schedules that work for everyone.
Insights	Unlocking the Power of Pre-Built Dashboards in Insights Discover how to get immediate value from the 70+ out-of-the-box dashboards in Insights. Learn how to leverage these dashboards to uncover trends, track KPIs, and tell a clearer story about your contact center’s performance. This session will explore the value they deliver, how to use them effectively, and the impact they can have on decision-making and business outcomes.
WFM	Unlock Key Reporting Insights: Drive Action in Workforce Management Workforce data is powerful—if you know how to use it. This session explores Calabrio WFM’s reporting capabilities, showing you how to uncover actionable insights that improve forecasting, scheduling, and agent performance.
WFM	What's Been Released in 2025 for WFM Stay ahead of the curve with this deep dive into the latest innovations in Calabrio WFM. From game-changing new features to enhancements that drive efficiency, we’ll showcase everything released in 2025—and how these updates help you optimize workforce management like never before.
WFM, Roadmap	What's Coming in 2026 for WFM Get a sneak peek at the 2026 roadmap for Calabrio WFM. See what’s ahead in forecasting, automation, and agent empowerment—and how it will help you stay ahead of evolving contact center demands.

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