Calabrio Launches Next-Generation Performance Management Solution at UK Customer Connect 2025
The event also recognised Calabrio users’ remarkable accomplishments at the annual ONE Awards
Calabrio, the workforce performance company, unveiled its next-generation Performance Management solution at the annual UK Customer Connect event in Manchester. This highly anticipated launch marks a pivotal moment in workforce optimisation, empowering contact centres to elevate agent performance and customer satisfaction through intelligent, data-driven insights.
Bringing together Calabrio customers, partners and thought leaders from across the region, UK Customer Connect is a two-day event of innovation, inspiration, and collaboration. The launch of Performance Management is a key highlight, giving attendees an exclusive first look at how Calabrio is transforming the way organisations support, coach, and celebrate agent performance in the modern contact centre.
Dave Rhodes, CEO at Calabrio, commented,
“I’m thrilled to be here today as we announce our new Performance Management capabilities, designed to empower today’s evolving workforce,”.
“We don’t just connect quality evaluations, agent performance metrics, and coaching – we eliminate the clutter and deliver it all in one streamlined, intuitive solution. The result? Faster, smarter decisions and continuous improvement that actually sticks. Our platform delivers the quickest return on investment in the industry – no bloated systems, no steep learning curve, just real results.”
One Platform. One Intelligent Experience.
The Calabrio ONE suite surrounds agents with what they value most: visibility, recognition, and tools to grow. The new Performance Management solution eliminates the need for third-party tools with intelligence woven into every workflow, and elevates contact centres by:
• Driving consistent coaching with curated insights and auto-surfaced opportunities
• Giving agents ownership with on-demand visibility into goals, progress, and performance
• Recognising top performers and closing gaps using unified data
• Supporting agent growth with personalised feedback, recognition, and development tools
• Reducing manager workload with streamlined workflows and automated feedback loops
This innovative approach allows leaders to not only manage performance but inspire it – through visibility, actionable insights, and meaningful development opportunities.
Celebrating Excellence: Customer Connect Awards
Day one of UK Customer Connect ended on a high note as Calabrio hosted the annual Customer Connect ONE Awards, honouring standout organisations and individuals who have exemplified innovation, collaboration, and excellence across the customer experience landscape. Calabrio CEO Dave Rhodes was on hand to help present the Awards.
Congratulations to this year’s winners and nominees:
• The Champion: Callum Park, Resource Planner, Ascensos
• The Innovator: Marie Kent, Operations Planning Manager, Microsoft
• The Collaborator: Jamie Airey, GE, Resourcing, and MI Manager, UK Power Networks & Paul Gardner, Resource Planning Manager, Haier Smart Home
• The Agent Advocate: Gary Wainman, Workforce Management Analyst, Bennetts
• The WFM Guru: David Nisbet, Partner & Scheduling Planner, John Lewis Partnership
• The Data Visionary: Natalie Hart, Head of Voice Data Insights, Trailfinders
These awards reflect the outstanding efforts of Calabrio customers in shaping the future of the contact centre – through strategic use of data, advocacy, and agent-first practices.
For additional information about Calabrio Performance Management, Click Here
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.
For additional information on Calabrio view their Company Profile
