Resource Center | Calabrio

Resource Center

Best practices and tools to help you get the most out of your contact center

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Looking to see how contact center WFO vendors stack up against each other? Download the Forrester Wave report to find out.

CentraCare Uses Calabrio ONE to Permit Visibility Into Forecasts and Schedules Allowing Agents to Work From Home

Anytime, Anywhere Visibility into All Schedules Enables CentraCare Health Agents to Work from Home

Assurity Raises the bar for Customer Service While Seamlessly Managing a Fourfold Increase In Contact Center Size

Assurity Life Insurance Company raises the bar for customer service with Calabrio ONE

Rackspace Powers Automated, Data-Driven Staffing with Calabrio ONE

Calabrio helps Rackspace maintain superior customer satisfaction and agent engagement by better managing support tickets and scheduling to ensure the right number of agents are available at the right time.

Paychex gets organizational-level insights from Calabrio

Paychex is now able to cut across the business to get organizational-level insights, something the company’s leaders have deemed critical.


Credit Union of Colorado improves agent engagement by involving them in designing a quality process. The result? Improved CSAT scores from members.

Radial Builds Industry-Leading Analytics Program with Calabrio ONE

Radial uses Calabrio ONE, deployed in the cloud to drive a sophisticated analytics program.

Forrester TEI Of Calabrio ONE Infographic

Download the infographic and learn how Calabrio ONE provided a customer a total ROI of 546% within 3 years

City of Vancouver 3-1-1 Achieves 0% Turnover for 16 Months with Calabrio WFM

The City of Vancouver reduced agent turnover and accommodated outstanding growth with Calabrio Workforce Management.

Gartner Magic Quadrant for Workforce Engagement Management

Calabrio has been named as the only Visionary in the 2019 Gartner Magic Quadrant for Workforce Engagement Management. Get the report to find out why.

The Health of the Contact Center Report

A recent study of 1,000 agents worldwide uncovers the true health of today’s contact centers. Read the report for key findings that can help you revitalize your agent experience.

What You Need to Know About Modern Multichannel Analytics

Watch this webinar with Forrester analyst Ian Jacobs to learn how contact centers are using managed analytics services to gather customer insights.

The Art and Science of Motivating the Contact Center

Listen to several different motivational theories and dozens of ideas and case studies about what’s working well in other call centers to keep the staff motivated and happy.

Multi-Site Operations – Challenges and Options

Managing the staffing for a single-site contact center is daunting enough with skill-based routing and today’s multi-media interactions. Watch the webinar to learn more.

CCW Market Study: Contact Center 2025 – a roadmap

Download the report and learn how to adopt a forward-looking, customer-centric approach to the contact center.

Creating the Customer Experience Your Customers Want

Learn to leverage customer experiences and create impactful interactions at every touchpoint through innovative technology.

Uplevel Your Staff Planning

In this webinar, you’ll learn how to partner with business leaders to review the risks and opportunities to achieving service goals, while also fulfilling the needs of your agents.

Forecasting: The Art of Smarter Scheduling

Scheduling your workforce can be a complicated task. Watch this webinar on demand to learn what it takes to forecast effectively in a multi-channel, multi-skilled world.

C3 2019 – Ignite Your Expereince

Watch the webinar and hear why Calabrio Customer Connect is the must-attend event for discovering new ideas to improve your contact center.

Best Practices for Workforce Management

Watch the webinar on demand and learn modern and effective Workforce Management best practices from Calabrio’s Brad Snedeker.

Inner Circle Guide to Customer Interaction Analytics

What business issues are customer interaction analytics currently solving? Read and learn how analytics affects the customer experience.

Industry Insiders — Innovative Insights

Read what the experts are saying on the future of customer experience.

CCW Sponsored Report: Trends in Customer Experience Design & Strategy

Download and learn in-depth research about what customers want, where brands are failing, and how brands are investing in customer experience design & strategies.

Contact Babel – The US Customer Experience Decision Makers’ Guide 2019-20

A recent survey of 219 senior customer experience (CX) and customer contact professionals uncovers top priorities in handling the ever-changing CX environment for 2019-2020.

Boston Children’s Hospital + Calabrio

Boston Children’s Hospital uses Calabrio to create world-class customer experiences.

Calabrio ONE Enterprise Performance Management

Learn how Calabrio ONE enables an intelligent, analytics-fueled approach to enterprise performance management.

2019 Peer Insights ‘Voice of the Customer’: Workforce Engagement Management Market Report

Learn more about Calabrio’s Customers’ Choice distinction and why Calabrio is ranked by its customers as a leading workforce optimization vendor.

5 Ways To Meaningfully Elevate Contact Center Performance

Watch and explore five specific recommendations for turning potential contact center burdens into customer-centric opportunities.

CCW Special Report: Customer Sentiment

Are your repeat customers truly loyal? Download the special CCW report and learn how customer sentiment can uncover the answers to the questions you’re asking about customer experience.

Using Sentiment Analysis to Achieve Your Business Goals

Watch the webinar and see how CXTech innovations can drive Customer Experience success – for your customers and your business.

Building Next-Generation WFM for Your Contact Center

Evolve your WFM strategy to the next level and benefit the masses. Download our ebook and learn emerging best practices and see what’s in store for the future of WFM.

Credit Union of Colorado Boosts CSAT Scores with Calabrio

See how the Credit Union of Colorado uses Calabrio solutions to maximize agent and customer satisfaction levels.

CCW Market Study: Contact Center Success In The Automation Age

Learn how automation and contact center operations are co-evolving. Download the 2019 CCW Market Study on Contact Center Success In The Automation Age sponsored by Calabrio.

Win-Win WFM: Best Practices Make Life Easy for Managers AND Agents

Learn how to take your WFM strategy to the next level and eliminate these 5 common pain point to create a win-win environment for both managers and agents.

The New Look of Customer Experience Intelligence

Learn how Calabrio ONE v11 is elevating the contact center and changing the way businesses like yours work.

Polaris Improves Customer Experience with Calabrio ONE

Polaris doesn’t consider itself to have a typical call center. While it has agents across six contact center sites, support groups tend to be smaller and more remote than most traditional call center operations. Read the full case study here.

Calabrio ONE v11

Learn how Calabrio is changing the conversation around analytics and fueling the customer experience intelligence suite with the new v11 update

Tampa General Hospital Increases Contact Center Productivity by 50% with Calabrio

Tampa General Hospital increased their customer satisfaction rates by more than 35% since deploying Calabrio

Emblem Health Enjoys Great Customer Service with Calabrio

Emblem Health uses Dynamic Scheduling to engage their workforce and reduce agent turnover

The Top 10 Use Cases for Contact Center Analytics

Watch this webinar on demand and learn 10 practical business use cases for having analytics in your contact center.

Calabrio ONE Suite

A full-scale contact center WFO solution combining Call Recording, Quality Management, Workforce Management, Analytics and Advanced Reporting in an unified, intuitive interface.

Calabrio Analytics

Looking to understand the true voice-of-the-customer? Enter Calabrio Analytics. Analyze 100% of your conversations—including calls, emails, chats, social posts—to drive actionable results for your larger organization.

Calabrio Workforce Management

Empowered agents perform better and create more loyal customers. It’s all about getting the right people, in the right place at the right time using an easy to navigate solution.

Calabrio Quality Management

Find out how Calabrio Quality Management allows you to review and assess the performance of individual agents and teams—with minimal time and effort.

Calabrio Call Recording

Calabrio Call Recording is an enterprise recording solution that allows you to prove adherence to regulations, clear up transaction disputes, and defend the interest of the business while still upholding excellence in customer service.

The Future of Contact Center Analytics

Analytics technology is evolving rapidly. Learn what’s in store for big data and stay ahead of the curve in your contact center.

Contact Center Quality Assurance: From Negative Stigma to Team Success

Grand Canyon University achieves collaborative QA with Calabrio.

To Bring the Human Element Back to Call Centers, It’s All About the Data

Houston Methodist improves agent coaching with Calabrio ONE.

The Contact Center Guide to Gaining Business Influence

Download the tip sheet to learn 7 tips on how to tell a captivating story with voice of the customer (VoC) data.

Major Insurance Customer Provides Better Service and Stays Competitive

Calabrio Analytics provides insights into customer sentiment after a major policy change.

The Contact Center Analytics Kit

Download the analytics kit to learn about analytics use cases, how to start an analytics program, and how Calabrio helps organizations transform customer interaction data into meaningful customer insights.

4 Contact Center Predictions

Watch this webinar and kick your 2019 off strong by keeping these 4 things in mind while optimizing your contact center.

Smile Brands Group Increases Contact Center Productivity with Calabrio

Smile Brand has experienced reduced costs, improved contact center efficiency and improved employee satisfaction since deploying Calabrio ONE.

Vitas Healthcare Utilizes Calabrio for a Smooth Technology Refresh

Vitas Healthcare has experienced increased insights into customer behavior since deploying Calabrio software. Read how here.

California Department of Health Care Services Increases Customer Satisfaction Rate by >45% After Deploying Calabrio

California Department of Healthcare Services saw an ROI in 3-6 months after deploying Calabrio ONE.

Large Enterprise Hospitality Company

A large enterprise hospitality company chose Calabrio ONE to analyze their contact center data and gain business insights.

Large Enterprise Hospitality Company Utilizes Calabrio for Agent Scheduling

Read the case study to learn how a large enterprise hospitality company uses dynamic scheduling and evaluation calibration to engage their workforce.

Medium Enterprise Hospitality Company Highly Recommends Calabrio

A medium enterprise hospitality company replaced their previous WFO solution with Calabrio ONE due to its seamless integration with Cisco. Read the case study here.

Flight Centre Reduces Hold Times with Calabrio

Flight Centre saw a return on investment (ROI) in 6-9 months after deploying Calabrio software.

Fortune 500 Telecommunications Services Company Leaves Verint, Sees Over 35% Improvement in Customer Satisfaction with Calabrio

Read how a fortune 500 company increased customer satisfaction rates by more than 35% since deploying Calabrio ONE.

Large Enterprise Telecommunications and Cable Services Company Improves Employee Engagement with Calabrio ONE

A large enterprise telecommunications and cable service company uses Calabrio ONE to enhance their employee engagement and customer experience strategies.

Fortune 500 Company Chooses Calabrio Over Aspect

A fortune 500 company saw a 6-9 month return on investment (ROI) after deploying Calabrio software.

Large Enterprise Retail Company Chose the Unified Calabrio ONE Suite

Large enterprise retailer chose Calabrio for its scalability and ease of use. Read the case study here.

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

A large retail enterprise company wanted Calabrio’s new features and functionality across all of their contact centers. Read the full case study here.

Desert Schools Federal Credit Union Smooths Contact Center Operations with Calabrio ONE

Desert Schools Federal Credit Union replaced their NICE and Aspect systems with Calabrio ONE and reduced agent turnover. Read the full case study here.

New York Community Bancorp Chooses Calabrio Over Aspect

New York Community Bancorp saw a return on investment (ROI) in 9-12 months after deploying Calabrio ONE.

Middle Eastern Bank Enjoys Calabrio’s Evaluation Calibration Feature

A Middle Eastern bank chose Calabrio ONE and gained a technology refresh coupled with modern architecture.

European Bank Leverages Calabrio ONE to Monitor Compliance

A European bank replaced their NICE system with Calabrio ONE to reduce their total cost of ownership.

Broadway Bank Improves Contact Center Productivity by More than 30% After Deploying Calabrio

Read this case study to learn how Broadway Bank experienced increased employee engagement after deploying Calabrio ONE.

Calabrio One Overview

Discover how Calabrio ONE can help you provide better customer service with the strategic use of workforce optimization software.


Learn about Calabrio Call Recording, available as standalone software and in the Calabrio ONE workforce optimization suite.


Learn how Calabrio Quality Management simplifies capturing the full agent and customer experience in your contact center.


Dive into how Calabrio Workforce Management helps contact centers manage all aspects of staffing—from planning to managing and reporting.


Learn how Calabrio Analytics enables contact centers to analyze phone, email and text interactions and monitor agent activity.

Cracking the code on customer loyalty – Insurance

Crack the code on Insurance industry customer loyalty and see the business benefits of having a VoC analytics technology solution in place.

Visualizing Contact Center Analytics in Action

Download the infographic and see how an analytics solution in your contact center can deliver true business value.

Top 10 Analytics Use Cases

Considering implementing an analytics solution in your contact center? Discover 10 practical, real-world use cases.


Download the brochure to learn how you can partner with the Calabrio Innovation Center to take your business to the next level.

Erie Insurance Group Gives Contact Center Agents Scheduling Flexibility with Calabrio ONE

See how Erie Insurance achieved less than a 5% turnover rate since deploying Calabrio ONE.

Americo Financial Life and Annuity sees improved productivity and customer satisfaction after replacing NICE

Read how Americo Financial Life and Annuity increased their customer satisfaction rates by up to 20% since deploying Calabrio.

Wisconsin-Based Insurance Company Improves Agent Engagement with Calabrio

Learn how a medium enterprise insurance company increased the productivity of their contact center by 10-30% after deploying Calabrio software.

Maryland-Based Insurance Company Increases Contact Center Productivity by More than 30% After Deploying Calabrio

This case study of a medium enterprise insurance company is based on a November 2018 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

Control and Flexibility with V10.4

Watch this webinar to see an overview of Calabrio ONE V10.4, which includes 15 new enhancements and features. Plus, get an in-depth demo of one of the most exciting features of V10.4, Calabrio ONE’s Advanced Forecasting tool.

4 Must-Have Tips to Improve Customer Experience

Download the tipsheet to learn 4 ways to improve the customer experience within your insurance company.

AmTrust Financial Scales its Contact Center for Growth Using Calabrio ONE

AmTrust Financial saw increased agent engagement and reduced agent turnover with a scalable Calabrio WFO deployment.

AXA Seguros Mexico Replaces NICE with Calabrio ONE and Sees ROI in Just 3-6 Months

Learn how AXA saw an ROI on their investment with Calabrio in 3-6 months.

Business Analytics Change Report Infographic

Learn 3 ironic truths about using data to drive business change using Analytics

Forrester Research: The ROI of Calabrio ONE

Learn how switching to Calabrio ONE brought a customer a 546% ROI in this Total Economic Impact (TEI) report from Forrester Research.

Flexible Scheduling in the Workplace

Watch this webinar to learn how to improve schedule efficiency through flexible schedules within your contact center.

2018 CCW Market Study: The Future of the Contact Center in 2019

Learn how digital technologies will change the contact center environment in 2019

Calabrio vs. Aspect WFM

What should you look for in a WFM vendor when deciding on a solution for your contact center? Download our data sheet to learn 4 critical factors that will guide your decision.

Cisco Unified Contact Center Express + Calabrio ONE

Learn how Cisco and Calabrio are working together to offer a seamless, cloud-based WFO solution for contact centers of any size.

Are You Afraid of the Cloud?

Learn in this webinar why taking your contact center technology to the cloud is no leap of faith.

The Total Economic Impact of Calabrio ONE

Download and learn how Calabrio ONE brought a customer a 546% ROI in this Forrester commissioned Total Economic Impact (TEI) report.

Serenova CxEngage and Calabrio

Find out how CxEngage and Calabrio ONE work together to create a scalable multi-channel cloud Contact Center as a Service (CCaaS) platform

Amazon Connect and Calabrio

Learn how Calabrio ONE’s workforce optimization solution works with Amazon Connect’s cloud-based contact center service to improve customer experience.

2018 CCW Market Study: The Customer Experience

Learn how the modern customer is truly feeling about modern customer service strategies.

The Danger of Digital

New study reveals what companies must focus on first to meet customer expectations for digital service.

Measuring CX 101

When we take the time to measure the customer journey we end up achieving both our goals and our customers goal. Watch our on-demand webinar Measuring CX 101 to learn when and how to measure CX to optimize your customer journey.

The Contact Center Agent of Tomorrow

Learn the 8 contrasting qualities contact center agents need to meet evolving demands

The European Contact Centre Decision-Makers’ Guide

Download this new annual report to learn more about the state of the European contact centre environment.

The UK Customer Experience Decision-Makers’ Guide 2018

Download this new annual report on the CX strategy and technology in UK organisations.

Enhancing Agent Engagement: 5 WEM Strategies to Drive Better Customer Experience from the Inside Out

Differentiate your workforce by implementing these 5 strategies to boost agent engagement, improve retention and enhance skill development.

The Customer Data Too Often Overlooked by the C-Suite

Learn how businesses can better tap into and use the reliable, unbiased voice of the customer (VoC) data collected by their contact centre.

Y’all Ready For C3 Nashville?

Learn tips and tricks on how to make the most out of your C3 experience from conference veterans Beth Bax and Kate Gosewisch.

Are You Listening? The Truth About What Customers Want in a Digital World

Learn how modern day technology affects the modern day consumer. Is your brand listening?

Building the AI-Powered Customer Experience Center of the Future

Watch this webinar to learn how AI will become integrated within the contact center environments of the future.

Are You Listening? The Truth About What Customers Want in a Digital World

Learn how modern day technology affects the modern day consumer. Is your brand listening?

Financial Institutions: 9 Strategies to Improve the Customer Experience

Financial Institutions: Download our ebook to learn 9 strategies to Improve the customer experience.

Healthcare Organizations: 7 Ways Healthcare Systems Can Improve the Patient Experience

Healthcare Organizations: Download our ebook to learn 7 ways healthcare systems can Improve the patient experience.

Insurance Companies: 8 Strategies to Improve the Customer Experience

Insurance Companies: Download our ebook to learn 8 strategies to improve your customer experience.

Utility Providers: 6 Strategies to Improve the Customer Experience

Utility Providers: Download our ebook to learn 6 strategies to improve your customer experience.

Airlines: 7 Strategies to Improve the Customer Experience

Airlines: Download our ebook to learn 7 strategies to improve your customer experience.

Hospitality Businesses: 8 Strategies to Improve the Customer Experience

Hospitality Businesses: Download our ebook to learn 8 strategies to improve your customer experience.

Retailers: 7 Strategies to Improve the Customer Experience

Retailers: Download our ebook to learn 7 strategies on how to improve your customer experience.

Telecom: 8 Strategies to Improve the Customer Experience

Telecom Providers: Download our ebook to learn 8 strategies on how to improve your customers experience.

Separating Reality From Hype

Download our ebook to learn 9 ways CMOs and CXOs can use contact center analytics today.

Making the Move to the Cloud

Download our ebook and reference it as a guide to finding the right partners and selecting the right technologies for your business.

Customers Love Your Finely Crafted Brand Story

Download our ebook to learn how to build a solid brand foundation through the use of analytics.

Driving Customer-Centric Business Strategies

Download our ebook to learn the 4 steps to turning the contact center into a business intelligence engine.

PCI Compliance with Calabrio ONE

Learn how Calabrio ONE can help your organization meet and maintain the 12 PCI-DSS compliance requirements.

3 Steps to Becoming a Voice of the Customer Super Hero

Grab your cape and learn what it takes to save the day and become a voice of the customer super hero.

Sentiment Analysis with Calabrio ONE

Learn how Calabrio’s Sentiment Analysis solution can help you more accurately identify trends and shifts in customer attitudes, and utilize data to drive change within your business.

How to Score a Contact Center Intelligence Hat Trick

Watch this webinar to learn how to get your contact center data in the game and score a big ROI from your customer intelligence data.

Polaris Improves Customer Experience with Calabrio ONE

Powersports Vehicle Manufacturer improves multichannel customer service.

Republic Services Increases Sales and Revenue with Calabrio ONE

Waste Solutions Company drives growth through quality initiatives supported by Calabrio ONE.

Virteva Gains Deep Business Insights with Calabrio ONE

IT managed service provider streamlines contact center operations and improves quality.

Getronics Leverages Calabrio Quality Management to Support an Expanding Virtual Workforce

IT Services Company streamlines multiple contact centers with Calabrio ONE.

Cygnific Automates Reporting with Calabrio Advanced Reporting

Cygnific saves 30 man-hours per week with Calabrio’s advanced contact center reporting tool.

The Customer Data Often Overlooked by the C-suite

Learn from over 1,000 C-Suite executives in the U.S. and U.K., about the factors that compel change in their organization and the data sources they rely on to inform their decisions.


Find out about the top considerations for WFO in the cloud and how Calabrio ONE compares to other legacy workforce optimization vendors.

3 Ways to Boost Your Bottom Line with Call Center Analytics

How do you harness speech, text and desktop analytics to make data-driven decisions for your business? In this webinar, learn practical tips, use cases and success stories on how to use contact center analytics to boost your bottom line.

Bring New Life to Your Contact Center

Don’t let your cadenced reports bite back. Learn tips and tricks of creating and maintaining a healthy report system that will turn your business into a safe haven from zombie reports.

Calabrio ONE GDPR Compliance | Contact Center General Data Protection Regulation

GDPR applies to any organization that handles the personal data of EU residents. Learn how Calabrio ONE can help your contact center meet GDPR requirements.

The Health of the Contact Center

Learn about the results of a Calabrio survey of more than 1,000 agents in the U.S. and the U.K. about the key challenges facing contact center teams today.

3 Must-Have Workforce Management Scheduling Tools

Scheduling your contact center agents doesn’t have to be a difficult, thankless task. Give agents the flexibility and freedom they crave by offering alternative methods to contact center scheduling.

Top 3 Ways to Forecast for Your Contact Center

Good forecasting generates immediate savings and improves customer satisfaction because it reduces understaffing and overstaffing, minimizes customer wait times and optimizes the customer experience.

CCW Market Study: Performance & Metrics

Learn what it takes to create a performance culture within the contact center. Download the 2018 CCW Market Study on Performance and Metrics, sponsored by Calabrio.

The 7 Elements of WFO TCO

Understanding how the vendors on your WFO shortlist compare to each other for initial capital costs and ongoing operational costs is crucial to making a cost-effective, informed buying decision. Learn more.

Calabrio ONE Cloud Advantage

With Calabrio ONE Cloud, we have taken the freedom and flexibility that come with our solutions to the next level. Learn more about the Calabrio ONE Cloud advantage.

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