Calabrio Receives Exemplary Rating in ISGs 2024 Agent Management Buyers Guide
Summary
The guide emphasizes the importance of managing labor in contact centers, where high attrition rates and the costs associated with hiring, training and retaining agents are major challenges. "Calabrios Exemplary showing in the ISG Buyers Guide™ for Agent Management is due to years of effort building analytic systems that demonstrably improve agent performance, helping them do their best work to serve customers," says Keith Dawson, Director of Research, Customer Experience, ISG Software Research. "Our solutions empower businesses by optimizing agent performance, enhancing employee engagement, and ultimately driving customer satisfaction. Looking ahead to 2026, ISG Software Research predicts that agent training and skill development will increasingly shift towards self-directed models, a transition that aligns with Calabrios innovative solutions. By leveraging automated scheduling and AI-driven assessments, Calabrio empowers organizations to create personalized and efficient learning experiences, ensuring agents are equipped with the skills needed to excel in a dynamic contact center environment.