Calabrio Customer Connect 2025

Product	Session
Analytics, 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.
Analytics	Conversation Intelligence: Evolving from Traditional QM to Smarter, Strategic QA Discover how to move beyond manual evaluations and limited sampling with AI-powered Conversation Intelligence. Learn how tools like Auto QM and sentiment analysis help you evaluate 100% of interactions, surface key trends, and drive smarter, faster decisions across your QA program.
Insights (DX)	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 (DX)	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.
Insights (DX)	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 AI-powered 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.
Insights (DX)	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.
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	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 will showcase everything released in 2025—and how these updates help you optimize workforce management like never before.
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	A Beginner's Guide to Scheduling in Calabrio WFM New to scheduling in Calabrio WFM? This session walks through the fundamentals, from setting up schedules to managing preferences and easy configurations for better automation. Perfect for those looking to build a strong foundation in scheduling best practices.
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	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	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	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	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 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.
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	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.
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.

2025 Session Catalog