At this year’s C3, Calabrio’s annual user conference, held September 14–16 in Dallas, Texas, one of the standout sessions spotlighted how Performance Management in Calabrio ONE is transforming the way contact centers coach, engage, and empower their agents.
The session, led by Calabrio’s Terri Kocon (Product Marketing Manager) and Sachin Venkat (Product Manager), was brought to life by a powerful customer story: Rachel from Allegiance Benefit Plan Management. Rachel, who oversees Learning & Development and Quality Assurance, shared how her team approaches coaching today and what they’re most excited about as they begin using Performance Management.
From Spreadsheets to Simplicity
Rachel described a scenario that felt familiar to many in the room: coaching programs run on spreadsheets, Word docs, and endless email threads. At Allegiance, each agent is paired with a coach who meets with them monthly—or more often if performance dips or an agent requests extra support.
While the commitment to coaching was clear, the process was far from efficient:
- Stats tracked manually across multiple spreadsheets
- Coaching forms passed around via email
- Team leaders informed through disconnected reports
The result? Too much time spent compiling data and not enough visibility for agents into their own progress.
What Performance Management Brings
For Allegiance, Performance Management is the missing puzzle piece. By embedding coaching and performance metrics directly into Calabrio ONE, the solution creates a single, connected view for agents, coaches, and team leaders.
Rachel also emphasized that customer goals can be set up for different teams, with progress tracked automatically across each group—giving leaders a clear picture of performance at every level.
Rachel highlighted three big benefits she’s looking forward to:
- Transparency for agents: “The worst thing is you pull in an agent for coaching and they say, ‘What? I thought I was doing great.’ With Performance Management, they’ll always know exactly where they stand.”
- Efficiency for leaders: Instead of juggling spreadsheets and emails, everything will live in one place, with clear dashboards and mini goals that track progress automatically.
- Engagement and empowerment: Agents can request their own coaching sessions, align goals with their leaders, and feel more valued. As Rachel put it, “It really helps the agent feel valued. They don’t just feel like a number.”
A Customer-Centered Future
The session also showcased new innovations coming soon:
- Smart coaching that automatically schedules sessions based on rules and KPIs
- Bring your own data capabilities to pull in metrics like CSAT, NPS, and resolution time
- AI-powered coaching recommendations to guide improvements in areas like empathy and handle time
Rachel also noted a current challenge: Allegiance delivers coaching recommendations via Slack and Teams messages, but these often lack critical context as there are no linked interactions for review. Performance Management solves this gap by connecting recommendations directly with the underlying interactions, so both coaches and agents can see the “why” behind the feedback.
But the most powerful moment came from Rachel’s own employee feedback:
“I used to feel pushed to the side. Now I feel seen.”
That simple statement underscores the heart of Performance Management – building stronger connections between employees, their goals, and the business outcomes they drive.
Performance Management: More Than Just Software
For Allegiance, and so many other organizations, Performance Management is more than a tool. It’s a framework to simplify coaching, strengthen engagement, and fuel a continuous cycle of success. And because it’s embedded in the Calabrio ONE suite, it’s available to all Calabrio ONE Cloud customers—no extra modules or add-ons required.
As Rachel reminded everyone at C3, it’s about giving agents the clarity and confidence to grow, while giving leaders the tools to guide them effectively.
A Performance Management Solution That Drives Results
Calabrio ONE provides a modern, unified performance management solution that’s intuitive for agents and supervisors yet powerful enough to scale for enterprise needs. We connect performance data, coaching actions, and business outcomes, ensuring every effort translates into measurable results.
With Calabrio ONE, you can:
- Ditch siloed data and drive seamless growth: Replace disconnected systems and manual workflows with a single source of truth for performance, making it easy to track progress, measure coaching impact, and empower agents.
- Unleash intelligence with ease: Combine AI-driven analytics, automated quality management, and powerful coaching tools in one intuitive platform, embedding automation and clarity into every workflow.
- Put your people first: Use the integrated agent portal, My Calabrio, to keep schedules, goals, coaching, and evaluations front and center, turning performance management into a daily habit.
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- Unlock faster value with lower TCO: Maximize resources with rapid adoption and user-friendly design. Gain tailored insights and control, without straining resources, so your total cost of ownership stays predictably low.
To find out more about Calabrio Performance Management, book a demo today!
