Resource Center | Calabrio

Resource Center

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

  • Content Type

  • Topics


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

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.

Houston Methodist Uses Calabrio Data to Elevate Agents

With Calabrio, Houston Methodist is able to understand the patient and agent experience on a more intimate level.


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.

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

Houston Methodist improves agent coaching with Calabrio ONE.

Contact Center Quality Assurance: From Negative Stigma to Team Success

Grand Canyon University achieves collaborative QA with Calabrio.

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.

HCA Healthcare, Inc. Increases Productivity by 40-50% with Calabrio

HCA Healthcare chose Calabrio ONE as their solution to standardize processes across multiple locations.

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.

Shaw Communications Improves Customer Satisfaction by Gaining Insight into Customer Behavior with Calabrio ONE

Shaw Communications increased customer satisfaction by 15% after deploying Calabrio software.

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.

Advanced Reporting

Learn how Calabrio Advanced Reporting brings together real-time, historical, and contact detail data streams within a single reporting architecture.

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.

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

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.

Please Hold: Why Marketers Need to Pay Attention to Their Call Centers

See for yourself what the current top concerns of customer service agents are. Download the Adweek infographic here.

Business Analytics Change Report

Calabrio sponsored study highlights how 1000 C-level executives from the US & UK are using their analytics insights. Download our infographic to learn more.

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.

Unlocking the Power of Contact Center Data

Learn how analytics can help you transform high-value customer conversations into powerful insights that drive profitable change across your business.

4 Ways to Keep Your Contact Center Agents Engaged

From embracing flexible work schedules to providing career development opportunities, these four agent engagement tips are easy wins for every contact center.

Why Security is Driving Contact Centers to the Cloud

As cloud adoption accelerates across businesses of all sizes and in all sectors, improved security has emerged as the top reason for moving to the cloud.

Contact Center Priorities for 2018

What do contact centers want to achieve and why do these goals matter? Get your copy of the CCW Digital Executive Report to learn the main goals executives have for their contact center in the coming year.

10 Pitfalls in Defining KPIs for the Contact Center.

Are you measuring the right performance metrics in your contact center? Find out what it takes to set KPIs that reflect the goals of your organization and learn the most common mistakes to avoid.

Building a Business Case for Advanced Reporting

Struggling with outdated, underpowered and overly-complicated reporting and analytics? Learn how to make the case for advanced reporting in your contact center.

The Beginner’s Guide to the Intelligent Contact Center

This session will cover practical tips to help you create intelligence from your contact center data and share it across your organization.

3 Challenges Affecting Customer Experience in Your Contact Center

Great customer experience starts with a great employee experience. Learn the top three challenges agents report facing in the contact center.

Top 4 Ways to Rock Contact Center Gamification

Incentives and reward programs have been around forever, but using a gamification approach will take your contact center to the next level. Learn four tips to start your game today!

Gamification and the Next Generation Contact Center

Learn how contact centers are using gamification to addressing such issues as agent turnover, job satisfaction, and career development in order to better retain Millenial agents.

Creating Actionable Insight from MultiChannel Customer Feedback

In this webinar on demand, learn how multi-channel analytics can help you better understand and optimize all the steps of your customer journey.

Get Smart About Contact Center Reporting

If you need better ways to get business intelligence out of your customer interactions, discover why it’s time to move beyond the spreadsheet in your contact center.

Top 5 Ways WFM Can Save You Money Right Now

Agents account for 61 percent of the average contact center’s full operating budget. Learn how implementing WFM technology can save you money right now in your contact center.

Workforce Management (WFM): 4 Reasons to Break Free from the Spreadsheet Ball and Chain

Download this white paper to learn four reasons you should be using Workforce Management (WFM) technology instead of spreadsheets in your contact center.

The Definitive Primer on Employee Engagement

High agent turnover is expensive and disruptive. Download this primer to learn strategies that will help you increase retention by engaging your contact center employees.

Calabrio: The Modern, Friendly Alternative

A full 60% of Calabrio product innovations are based on customer feedback and our support doesn’t end when the sale does. Check out what real customers have to say about using Calabrio.

Calabrio ONE Cloud – Multi-tenancy

Find out why Calabrio ONE is the only truly multi-tenanted cloud WFO solution to seamlessly support the multichannel customer service preferences of today’s workforce and consumer.

Calabrio ONE Cloud – Simplified Pricing, Flexible Storage

Calabrio ONE Cloud makes digital infrastructure and capabilities available without a massive capital investment. Learn how Calabrio’s simplified approach to pricing has been extended to the Cloud.

Calabrio Overview

Find out what makes Calabrio’s approach to contact center Workforce Optimization unique in the marketplace.

Cloud-Based Contact Centers: Are You Ready for the Future?

With all the buzz around cloud, are you trying to decide if it’s right for your organization? CCIQ recently built a strong case why the cloud is here to stay.

The Definitive Primer on Workforce Engagement Management

Learn why contact centers are turning to WEM software to elevate the customer experience, overcome competitive threats, reduce talent shortages and increase agent tenures.


C-suite executives rank customer experience as a key priority of global business. Learn where 800 executives say their organization falls short.

Top 9 Ways Calabrio Reduces Contact Center Costs

Discover how much you can save with Calabrio’s single, integrated solution for WFM, QM, call recording and customer interaction analytics.


Download this Decision Framework from DMG Consulting to determine if you need a workforce management solution for your contact center.

5 Reasons to Move Your Contact Center to the Cloud

Nearly 60% of contact centers are using cloud technology. Another 17% will start this year. Find out why you should join them.

Calabrio Advanced Reporting

Calabrio Advanced Reporting makes it easier to understand the insights buried in your contact center by breaking down data silos in vendor-, vertical- and reporting products and automating data collection and analysis.

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.

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 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 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.

The Future of Retailing and the Real Value of a Meaningful Interaction

Join Calabrio and Infinite Green for a discussion about the business value created by designing and executing quality omni-channel interactions.

Unleash the Voice of the Customer

See how listening to the voice of the customer, tracking key trends, and sharing that information enterprise-wide can be easy with proper tools.

How to Optimize Multichannel Support

Learn how smart customer service organizations are using today’s modern workforce optimization tools to adapt to new multichannel environments.

Start typing and press Enter to search

Send this to a friend