Resource Center | Calabrio

Resource Center

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

Resource Center

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


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State of the Contact Center 2022

97% of consumers say contact center interactions impact brand loyalty and revenue. Discover more key findings in our annual report.

Performance Coaching Drives Agent Engagement

Learn how you can retain skilled agents and improve your overall customer experience through personalized performance coaching.

Equip Your Customer Service Reps to Support Seamless Customer Journeys

Gartner explores the most effective tools to ensure a consistent and connected customer experience.

Market Guide for Contact Center Workforce Engagement Management

Gartner explores emerging trends in customer support and service and compares existing workforce engagement management solutions, including Calabrio’s.

Transform Your Quality Program with Calabrio Analytics

Get the rich business insight and technology foundation you need to succeed, now and in the future.

The Inner Circle Guide to Cloud-Based Contact Center Solutions, 5th Edition

Learn how cloud-based solutions have evolved in modern contact centers and why their value cannot be overstated.

Workforce Wellbeing Recovery Toolkit

How can you position your organization to capitalize on massive shifts in consumer beliefs and behaviors moving forward? Download our latest eBook now to find out.

Ventana Research Agent Management Value Index

Our original research report discusses clear trends on agent wellbeing and work/life expectations.

Health of the Contact Center Report 2021

Our original research report discusses clear trends on agent wellbeing and work/life expectations.

Top 5 Soft Skills for CX Success

Download the infographic now to learn which agent soft skills will make or break the customer experience.

The Power of Calabrio Analytics + Calabrio Quality Management

Learn how seven companies harnessed the true voice of their customers and turned their insights into tangible business benefits.

True-Cloud Solutions – What Are They and Why They Matter

There may seem like an overwhelming number of new and established cloud solutions to consider. But not all cloud solutions are created equal!

4 Examples of the Cloud Delivering Real, Long-Term Contact Center ROI

Download the infographic to discover real-life examples of cloud benefits and learn how forward-looking contact centers use our true-cloud solution to drive efficiencies, improve agent performance and more.

Cazoo’s Route to Increased Agent Productivity & Happiness with Calabrio WFM

Automated WFM Solution Enables Cazoo to Handle tens of Thousands of Voice Calls and Live Chat Conversations a Month as Contact Centre Workforce Doubles in Size

Service Level: How to avoid losing and deliver solid consistent performance, keeping your customers happy!

Watch Calabrio’s Hussein Kamel as he discusses Service Level and how to secure solid service delivery over time.

Calabrio Speech Analytics – The Power of One

With customer interaction analytics, you can finally see the full picture of your customer experience.

Debunking 4 Common Myths About On-Premises Contact Centers

More than 75% of contact centers have made full or partial moves to the cloud, and one in four are fully cloud-based. Are you part of the 25% that’s falling behind?

Forrester Insights: Implementing a Future-Fit Global Workforce Strategy

Listen to Vasupradha Srinivasan, Senior Analyst at Forrester, and lead author of The Forrester Wave™: Workforce Optimization Platforms, Q4 2021, for interesting insights on market trends, challenges, and Forrester recommendations to implement a future-fit global workforce strategy.

Creating the Engaged Agent

Watch part one of our Performance Management series, discussing how to create the engaged agent by using data to measure performance and ensure quality.

Beating Burnout in the Contact Center

Contact centers need to give employees the option to work remotely if they want to attract and retain top talent.

What’s New with Calabrio ONE?

Watch the Calabrio Product Marketing and Product Knowledge teams for our Calabrio ONE release summary Webinar.

CX Leadership Wellbeing: Tips for Recovery

Here are three tips to help you lead your contact center with confidence and reduce everyone’s stress…

Operations & Management Wellbeing: Tips for Recovery

3 tips to help to ease your stress and drive success with tools that improve your support of agents, and make your operations more flexible.

Agent Wellbeing: Tips for Recovery

What can you do to combat their stress at work? Here are 3 tips to improve agent workforce wellbeing.

Self-Scheduling: Delivering an employee-centric scheduling solution

In this webinar, learn about Calabrio’s self-scheduling solution to improve employee flexibility.

Forecasting is everyone’s job

In this upcoming webinar, learn about Calabrio’s self-scheduling solution to improve employee flexibility.

The Beginners Guide to Performance Coaching

In this upcoming webinar, learn performance coaching strategies to improve staff skills and improve employee development.

Self-Scheduling for Calabrio WFM

We face new challenges in the customer support industry, and contact center operations are changing dramatically. Contact center managers face multiple challenges.

Overcome Hidden Barriers to Smooth Operations

To say there are increasingly new challenges today for contact centers is an understatement. The “great resignation”, the lack of funding, and the shift to cloud are making business as usual more complex. Download Calabrio’s guide to help.

Performance Coaching Brochure

Download the brochure to learn how Calabrio ONE’s Performance Coaching can help you empower your teams with tools for success.

2021 Calabrio Analytics Competition: 3 Award-Winning Analytics Success Stories

Check out how the winners of the third annual Calabrio Analytics Competition were able to drive better CX and share these insights across the organization with Calabrio Analytics.

Webinar: Performance Management: Boost your Staff Skills to Improve Customer Experiences

In this upcoming webinar, learn performance management strategies to improve staff skills and improve employee development.

Killer Apps for Speech and Text Analytics

See 12 use cases that show how to deliver value quickly and sustainably with interaction analytics.

Embracing Double-Edged Customer Expectations Guide

How do contact centers untangle complexity and deliver on double-edged demands?

Introducing Data Explorer

Download this datasheet to learn how to visualize your data in actionable and meaningful ways.

Level up: Making your reporting work for you

Download this tip sheet for steps on evolving your reporting process to true business intelligence.

Enhancing Customer and Employee Experiences

Join international CX thought leader and global keynote speaker Clare Muscutt as she shares her human-centered-design philosophy.

Calabrio Data Management and Amazon Connect

Learn to fully optimize contact center resources and performance in one integrated, simple-to-use cloud solution.

Performance Management for a Hybrid, Human-Driven Workforce

The best performance management solutions offer a simple, holistic and intelligent approach to tracking performance, fueled by analytics.

What Does it Take to Keep Great Agents: Key Takeaways from the 2021 Health of the Contact Center

Join our expert panel, featuring customer experience extraordinaire Shep Hyken, to uncover insights from Calabrio’s 2021 original research on agent well-being and the health of the contact center.

Remote/Hybrid Contact Centers are Here to Stay

Contact centers need to give employees the option to work remotely if they want to attract and retain top talent.

Download: Simplifying compliance in the contact center

The right enhanced compliance solution can provide simplicity to your contact center.

Watch: How Rackspace boosts customer experiences with Amazon Connect and Calabrio

See how Calabrio leveraged Amazon Connect to help Rackspace, a cloud computing company, manage their remote workforce to identify non-value-added work and enhance their customers’ journey.

Enterprise CXI for Sales

With Enterprise CXI, sales managers can now access the true voice-of-the-customer, which can help increase close rates and drive revenue.

Enterprise CXI for HR

With employees trying to thrive in an always on, work-from-anywhere (WFA) world, companies must keep them engaged and empowered. Enterprise CXI can help both HR and the contact center build a connected workforce.

Enterprise CXI for IT

Enterprise CXI can help you identify and solve application issues before they impact agent productivity and customer satisfaction.

Customer Story: TrialCard

Takisha Harper, workforce manager at TrialCard, explains how they use Calabrio on a day-to-day basis

Enterprise CXI for Marketers

Connect and elevate the modern enterprise with voice of the customer business intelligence

The State of the Contact Centre

CX Today and Calabrio discuss the recent findings of the State of the Contact Centre report.

Webhelp Customer Story

Calabrio WFM powers innovative Covid-19 monitoring app for patients at Europe’s largest public hospital.

Patagonia Customer Story

Creative scheduling supports agents’ changing WFH needs while giving managers structure and predictability.

Thomson Reuters Customer Story

Analyzing hold times among new agents helps Thomson Reuters pinpoint training opportunities.

5 Tips to Becoming a Connected Enterprise – Tip 4

Start with leadership, and focus on results

5 Tips to Becoming a Connected Enterprise – Tip 2

Gain insights from every customer interaction

5 Tips to Becoming a Connected Enterprise – Tip 1

Meet your customers where they are

Resolving Complexity in the Contact Center

The transition to a hybrid-based new normal will require a more strategic approach and thoughtful deployment of enabling cloud-based technologies.

Close the Gap: Mary Moilanen

Calabrio’s Mary Moilanen talks with Katie Martell on the value of the connected enterprise.

Why virtual assistants drive next-gen workforce experiences

Virtual Assistants are an increasingly important tool in effectively responding to urgent workforce pressures in the new normal.

The Evolving World of Work: Mike Aoki

Explain the benefit for the customer, in their own view point.

The Evolving World of Work: Adrian Swinscoe

Resist the temptation to make cuts across the board.

The Evolving World of Work: Sheila McGee-Smith

The need for two elements of agility have become clear, one more general the other quite specific.

Barriers to Collaboration in a Hybrid Workforce

As customer expectations change, contact center processes risk becoming more complex and confusing. Managing a hybrid contact center workforce for the long haul won’t be easy — and those expectations aren’t going away.

Defining the Connected Enterprise

Moving to the cloud is no longer optional. Your customers simply expect the responsiveness and agility you only get from working with a cloud-based contact center platform.

TrialCard Testimonial

Moving to the cloud is no longer optional. Your customers simply expect the responsiveness and agility you only get from working with a cloud-based contact center platform.

Close the Gap: David Flores

Moving to the cloud is no longer optional. Your customers simply expect the responsiveness and agility you only get from working with a cloud-based contact center platform.

Why cloud? It’s the expectation

Moving to the cloud is no longer optional. Your customers simply expect the responsiveness and agility you only get from working with a cloud-based contact center platform.

Close the Gap: Alison Rodney

Some great advice for closing the gap and proving the value of a contact center to the rest of the business. It’s a two-way street towards a connected enterprise.

ICCU Customer Story

Predictive analytics helps increase NPS by 19% in only two months despite call spikes during Covid-19

Bluegrass Cellular Customer Story

Creative speech analysis and apology training nearly halves call escalations while increasing agent satisfaction

Watch: Back to School: (Flexible) Scheduling 101

As many organizations are returning to the office and families are preparing to send their kids back to school, people are looking for more flexibility and work/life balance than ever before.

Watch: A Proactive Approach to Forecasting Beyond the Contact Center

Learn about our customer’s unique approach to delivering proactive service solutions, both within and beyond the contact center.

Using Voice of the Customer Insights Across the Enterprise

Our new guide on the connected enterprise shows you how to better connect your disparate teams using Voice of the Customer data at the core.

Watch: Cloud is coming: Are you ready?

How are you preparing to make the switch to cloud? Watch the webinar to learn what experts recommend.

How Generation Z Employees Will Save the World

Every generation brings to the workplace a set of overarching characteristics that are shaped by the events and cultural norms of its day. What has worked for employees of past time may not meet the same needs for the current workforce of today – of which Generation Z makes up nearly 25%.

Close the Gap: 9 Ways to Connect the Enterprise with VoC Insights

It’s never been more important for a business to get closer to their customers, understand their needs, and deliver outstanding customer experiences (CX). Buyers expect organizations to put the customer at the center of everything they do.

Leading a Successful Gamification Program

Gamification doesn’t have to be complicated, but it certainly can create huge gains in the contact center.

Enterprise CXI for the Contact Center

Having access to insightful dashboards that can alert you to issues that might be impacting customer service is just one example of how Calabrio’s Enterprise Customer Experience Intelligence (CXI) can help you stay in tune with dynamic conditions impacting the metrics that matter most to you.

Enterprise CXI for Marketing

Calabrio’s Enterprise CXI gives insight into brand alignment by showing the on- and off-brand phrases that are being used to describe your brand straight from your customers.

Enterprise CXI for Finance

Calabrio’s Enterprise CXI will help you understand the prevalence of billing issues, the top issues being mentioned, and the impact they are having on customer sentiment, NPS, and customer satisfaction drivers like repeat calls and escalations.

Introducing Enterprise CXI

Connect and elevate the modern enterprise with voice of the customer business intelligence.

Practical Business Intelligence – helping people drive value from data

Join this session to hear a wealth of advice and practical tips built up from many years’ experience working with high-profile organisations all around the globe.

State of the Contact Center 2021

Download the Infographic and learn how cloud transformation in contact centers is molding the future of customer service.

Building a Cloud-First Approach to the Modern Contact Centre

Moving to a cloud contact center can prove valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth. Watch to learn more.

Good Practice Guide: Coaching

With more and more advisors working from home, it’s vital that contact centre managers adapt their coaching processes to support new flexible working models. Read the Whitepaper to learn more.

Good Practice Guide: Calabrio Analytics

Heightened customer expectations, greater compliance requirements and the transition of simpler tasks to automation have all combined to make the contact centre advisor’s role increasingly complex. Download to learn more.

Hidden Challenges for Remote Employee Managers

Recent times have brought a lot of professional changes, with these changes came a heavy focus on ensuring employee satisfaction and engagement, but what about the managers? Watch the webinar to learn more.

Business Recovery Accelerator Kit

How can you position your organization to capitalize on massive shifts in consumer beliefs and behaviors moving forward in 2021? Download the Ebook to learn more.

Overcoming Inertia

For contact centers, making the transition to the cloud can be streamlined with the right approach. Download this white paper for a guide on overcoming cloud barriers.

Expert Panel: Empower your workforce with a smarter approach

The shift to remote work, rise of the cloud and development of customer expectations, among many other factors, means that in 2021, each stage of an agent’s journey with your organization must be re-evaluated. Watch the webinar to learn more.

How to Increase Your Pandemic Escape Velocity

If you want your organization to lead in the New Normal — or the Next Normal or whatever the recovery period is called — what are some steps you can take? Download the Infographic to learn more.

DMG 2020-2021 Workforce Optimization Product and Market Report

Calabrio receives perfect customer satisfactions scores and leads featured vendors in three of four product and vendor categories for DMG customer survey Read the full DMG Market Report.

The Two Secrets of Customer Engagement Success

Listen to customer experience expert Hussein Kamel as he shares his insights from extensive experience with some of the world’s most reputable customer centric organizations in this webinar on-demand.

Better Serving Citizens Through Workforce Management

State and local agencies must ensure their citizen-facing teams are staffed with employees who can respond to every citizen’s needs. Download to learn more.

2020 Calabrio Analytics Competition: 3 Award-Winning Analytics Success Stories

Check out how the winners of the second annual Calabrio Analytics Competition were able to improve NPS, decrease hold times and lower customer escalations with Calabrio Analytics.

Punk Rules for Customer Experience Leaders Coming Out of 2020

The fight to achieve a market-leading customer experience (CX) is increasingly feeling like a maelstrom and many firms are struggling to keep up. Watch the webinar to learn more.

A Happy Team Creates Happy Customers: A Success Guide for the New Era

Many are embracing the perks of remote working, yet from needing time to oversee third-grade lessons to the potential pause on training, there are challenges for even the very best customer service agent. Watch to learn more.

Delivering the Next-Generation Customer Experience

There is no universal playbook for putting analytics to work, but this short Ebook takes a look at nine ways that BPOs are using analytics today to take the CX to a higher level for their customer organizations.

NextGen WFM – Ask us Anything!

You asked, we answered! Watch this webinar on-demand to hear the answers to the questions asked about our NextGen WFM by the product experts.

How to Lead a Modern Workforce

Download the Checklist and learn how to empower your modern workforce with the new Calabrio ONE.

How QA Can Improve WFM

Download the Checklist and learn the critical use cases for improving your WFM strategy with QA.

Intraday and Real-Time Adherence in Calabrio’s NextGen WFM

When unpredictable changes impact your contact center’s service levels, your schedule must change on a dime. Watch the webinar to learn more.

The Agent Experience in Calabrio’s NextGen WFM

Increase productivity and engagement in your contact center by giving your agents the freedom and responsibility they’ve been craving! Watch the webinar to learn more.

How to Elevate CX with Analytics: A 2020 Guide to Quality Management

Quality management (QM) is essential for achieving these goals, yet QM practices and tools must modernize to remain relevant. Watch the webinar to learn more.

US Customer Experience Decision-Makers’ Guide 2020-21

In the past, the majority of business focus was upon the variables over which there could be a large measure of control. Download the report to learn more.

Scheduling in Calabrio’s NextGen WFM

Accurate, streamlined planning is the first step in ensuring your contact center is ready for rapid growth and optimization. Watch the webinar on-demand and learn more about scheduling in Calabrio’s NextGen WFM.

AI Based Speech Analytics for Actionable Insights

Speech analytics tools have proved invaluable for analyzing the vast amounts of unstructured information pouring into a contact center every day. Watch the webinar to learn more.

Forecasting in Calabrio’s NextGen WFM

The contact center is changing fast—and Calabrio is building the smart, accurate tools you’ll need to more easily predict the ebbs and flows of contact volume. Watch the webinar to learn more.

Interaction Analytics: An Enterprise Vision and Practical Applications

As economies revive and a new business paradigm is established, delivering an outstanding CX cost effectively will again be a core and necessary building block for organizations.

Inner Circle Guide to Workforce Optimization

Workforce Management solutions have become much more complex with the reality of the work that is being presented to agents. Download this new report to learn more.

How to Embrace The Evolving World of Work

Calabrio surveyed 300 contact center professionals from a broad range of industries across the U.S. and U.K. to find out what the evolving world of work will look like in their organization. Watch the webinar to learn more.


Download now and learn new ways to embrace the evolving world of work in the contact center space.


Download the infographic to learn 10 reasons the call center space has permanently been changed.

Laying the Foundation for Calabrio’s Next-Generation WFM

Learn about the history of the Calabrio WFM platform and how we’re planning for the next-generation WFM platform.

Leveraging WFM and Reporting

Flexibility in contact centers means many things to many people. Watch the Mitel event to learn more.

Customer Panel: Lessons Learned After Shifting to a Remote

Many organizations have rapidly shifted from a physical contact center to one where most, if not all of their team, is working from home. And many made the shift almost overnight.

Using Analytics to Make Better Decisions in Times of Crisis

In times of crisis, this is especially important. If your customers are concerned, anxious, or asking you to help them with a problem, it’s vital to ensure your agents have the right messaging in response.

Building Blocks for the Dynamic Contact Center

Today’s contact centers are challenged more than ever before to anticipate and manage a changing environment – can you adapt quickly enough?

Why is CX so darn important?

CX is more important than ever during the current pandemic. Watch the webinar on-demand to learn more.

Responding to crisis: WFO for Contact Tracing

Contact Tracing is needed to stop the spread of COVID-19. Calabrio’s smart tech can help.

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