Resource Center | Calabrio

Resource Center

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

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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.

Gartner Magic Quadrant for Workforce Engagement Management

Calabrio Named a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management.

Bluegrass Cellular frees and redirects scarce technical support resources from routine calls to escalated customer concerns

By eliminating unnecessary calls to its Tier 2 Tech Support team, Bluegrass Cellular customers are happier and more satisfied.

Radial turns curiosity around “advocacy language” into award-winning Calabrio Analytics Competition project

Radial saw dramatic improvements in customer satisfaction and metrics related to customer perceptions, such as rep knowledge and rep demeanor.

Superior Propane identifies process challenges to better retain customers and decrease AHT

Superior Propane implemented a multi-pronged strategy incorporating increased agent empowerment, process improvements and agent training to improve customer retention and AHT.

Radial Builds Industry-Leading Analytics Program with Calabrio ONE

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

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.

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.

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

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

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.

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.


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


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

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.

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.

Introducing the WFM Toolbox

Download the Datasheet and learn how to save time, streamline your WFM processes and have more flexibility within your contact center.

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.

Creating a Solid Gamification Strategy to Engage Employees Near and Far

Gamification can be implemented in almost any situation, but using the right strategy for your contact center can make it much more effective. Watch the webinar to learn more.

The State of the Contact Center

How are leading contact centers turning forced changes into future-ready strategies? Learn more from our new research report.


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.

Which of the 4 Types of Customer Feedback Should You be Using?

Jay Baer joins Calabrio for a special broadcast that compares and contrasts the primary feedback mechanisms and when they should be deployed.

New Standards in Customer Contact Performance

Watch the webinar on-demand and learn how to build a performance management strategy that aligns with what customers, agents and businesses really need in today’s era.

Managing Change in the New Reality

Change management has suddenly become a major priority. Is it baked into your contact center strategy? Watch the webinar to learn more.

WFO in a post-crisis world

Learn how people in the customer service and contact center world are dealing with the crisis while still managing a remote and on-site hybrid workforce in their companies.

Resources to Help Make Remote Work Actually Work

The work-from-home contact center model has taken on new importance. Many companies are managing fully remote workforces for the first time, or even having to transition their contact center over to the cloud—fast. Watch to learn more.

Forecasting and Scheduling in the New Frontier

Learn how you can shape your organizational expectations to guide future actions in times of unpredictability.

Boost Your Current Work Strategy with Solutions Delivered by the Calabrio Innovation Center

Learn about the Calabrio Innovation Center’s new solutions to support contact centers in this time of change.

Inner Circle Guide to Cloud v4

Learn how cloud solutions have evolved in the contact center and read the top 3 modern reasons for switching to a cloud-based contact center solution.

A Successful CX Strategy Starts with Empathy

Now, more than ever, you need to understand what your customers are going through. Your business’ objectives have likely changed dramatically, and your customers are looking for some form of stability right now.

Inner Circle Guide to Contact Center Remote Working Solutions

Up until very recently, the majority of US contact centers worked in a traditional, centralized model, with 13% of agents working remotely at home on a permanent basis. Download the guide to learn more.

The Future of WFM: What’s Required

Learn how AI and cloud-based technology is revolutionizing the contact center WFM market.

The Do’s and Don’ts of Creating Agent Scorecards

What does it take to create an agent scorecard that aligns employee goals with the goals of the company? Watch the webinar to learn more.


Learn tips on how to manage and empower your remote workforce with Calabrio Teleopti WFM.

The Transformation of WFM with Adaptive, Real-Time Intraday Management

Dynamic WFM will continue to enhance customer and employee engagement and enterprise productivity, no matter the sudden situation. Download the report to learn more.

Navigating Data Security and Compliance in a Remote Workplace

Protecting customer and employee’s personal information is a process that must be handled with care and continue to hold top priority.

Delivering Great Customer Experience in a Work-From-Home Environment

Learn how to prepare technically for remote working using your Calabrio/Teleopti solutions.

Q&A for Using Analytics to Manage and Respond to Crisis

The core of analytics is trying to understand all the interactions that agents have with your customers. In times of crisis, this is especially important. Learn more insights from our recent webinar.

Best Practices for Keeping Remote Employees Engaged

As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.

Rapidly Moving to a Work-from-Home Model in Your Contact Center

We’ve brought together a team of experts who shared real-world actionable advice on how to quickly (and successfully) implement a work-from-home migration.

How to Use Analytics to Manage and Respond to Crisis

If you’re interested in learning more about how to use analytics to respond to and manage a crisis, listen to our hosting an open forum webinar with some of our top experts.

How to Rock Your ROXI

Poor customer service costs U.S. companies $41 billion every year and you begin to understand why “customer experience” (CX) is a primary focus across our industry. Watch the webinar on demand to learn more.

Q&A on the Rapid Shift to Work-from-Home Model for Contact Centers

We fielded dozens of questions from attendees of a webinar on work-from-home model (WFH) strategies for contact centers and have created this resource to address many of your concerns.

How do you solve a problem like low employee engagement

The irrefutable link between employee engagement and customer experience is well-documented. Download the White Paper to learn how to better engage your workforce.

Unlock Customer-Centric Intelligence

Learn to unlock your customer-centric intelligence with Analytics capabilities.

Dynamic Bidding

Learn how Dynamic Bidding helps organizations overcome their scheduling challenges.

Customer Journey Analytics – The Key to Delivering the Best Possible Experience

Learn how to gain true insights into the customer journey using analytics to uncover issues and constantly refine your journey maps.

The Beginner’s Guide to Analytics

Learn how analytics can uncover insights in your contact center data.

Calabrio’s “How-To” Guide on Navigating the GDPR and CCPA

In this Ebook, we examine security risks and explain how Calabrio can help your organization comply with and maintain GDPR and CCPA requirements.

CCW Market Study: The State of Contact Center Technology

This CCW Market Report reveals how to rethink the technology landscape to achieve unprecedented customer contact value. Download the report to learn more.

4 Steps to Calculating the ROI on Customer Experience Intelligence

Translate the voice of your customers into intelligence that sets you apart from every other organization. Download the White Paper now.

Intraday Dynamic Scheduling

Calabrio’s Intraday Dynamic Scheduling transforms the agent schedule selection process, resulting in fully staffed schedules that also meet the work-life balance requirements of your agents. Download to learn more.

6 Success Stories from Calabrio Analytics Workshops

Learn how Calabrio experts helped six organizations put Calabrio Analytics to work and gain traction for customer-focused transformations – without losing sight of operational costs.

Intraday Dynamic Scheduling

Calabrio’s Intraday Dynamic Scheduling transforms the agent schedule selection process, resulting in fully staffed schedules that also meet the work-life balance requirements of your agents. Download to learn more.

3 Award-Winning Workforce Optimization (WFO) Analytics Success Stories

The first annual Calabrio Analytics Competition bestowed honors upon three companies for the incredible work accomplished using Calabrio Analytics to improve and advance their contact center operations. Download the Ebook to learn more

Industry Insiders — Innovative Insights

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

Customer Service Performance Checklist

Download our Customer Service Performance Checklist and see if your customer service is running smoothly.

Pelorus Report – Global Market for Workforce Management Software

Download the Pelorus Report to learn how modern WFM vendors stack up.

WFM Performance Checklist

Download this WFM checklist and see if your contact center WFM technology needs a refresh.

3 Award-Winning Workforce Optimization (WFO) Analytics Success Stories

The first annual Calabrio Analytics Competition bestowed honors upon three companies for the incredible work accomplished using Calabrio Analytics to improve and advance their contact center operations. Download the Ebook to learn more

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. uses WFM technology to support a workforce of 40 languages and 80 nationalities increases employee engagement in its 24-hour multi-lingual contact center with Calabrio Teleopti WFM.

The Definitive Guide to the Modern Contact Center

Learn how contact centers are turning to innovative technologies to increase customer retention, empower agents and deliver measurable business value.

Top 10 Analytics Use Cases

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

National Express keeps passengers on the move with Teleopti’s cloud-based WFM automation

National Express schedules 180 frontline staff to handle customer interactions with Calabrio Teleopti WFM.

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.

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.

Real-Time, Cloud WFM Enables Fast Growth at Support Services Group

Support Services Group increases productivity by 5% with Calabrio Teleopti WFM. Read to learn more.

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.

Read how Addison Lee have been using Calabrio Teleopti WFM Insights to improve their reporting

Calabrio Teleopti WFM Insights improves Addison Lee’s reporting and unleashes their analytics genius.

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.

Fexco executes their customer experience and employee engagement vision with Calabrio Teleopti WFM

Hear how Calabrio Teleopti WFM has impacted Fexco’s contact center operations.

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.

Boston Children’s Hospital + Calabrio

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

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.

Contact Center Quality Assurance: From Negative Stigma to Team Success

Grand Canyon University achieves collaborative QA with Calabrio.

The Danger of Digital

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

Transforming the Contact Center into a Customer Intelligence Hub

Learn how advanced contact center analytics technology can unlock rich voice-of-the-customer (VoC) insights and drive business value.

Beyond Shift Bidding: Dynamic Scheduling

Learn about Dynamic Scheduling and discover how it simplifies WFM processes, increases performance and reduces agent turnover.

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.

The Benefits & ROI of Speech Analytics

Discover how leading companies are using speech analytics in the contact center to improve their customer experience and drive top line growth.

The Path to Better Contact Center Reporting

As the contact center landscape changes, so too must the reporting and analytics solutions that drive decision-making and performance management.

Multichannel Analytics in the Contact Center

Learn how contact center analytics can uncover data from customer interactions and provide valuable business insights.

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.

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.

Driving Customer-Centric Business Strategies

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


Security used to prevent contact centers from moving to the cloud. Now, it’s a reason to switch. Learn why 83% of all data center traffic will be cloud-based by 2019.

How to Succeed with Contact Center Analytics

Learn how analytics can help uncover customers needs, identify factors causing negative experiences and reduce agent turnover.

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.

Evaluating TCO for Customer Engagement Software

Learn how to build a comprehensive Total Cost of Ownership model to choose the right workforce optimization solution.

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.

Customer Experience Game Changers

Read this Executive Report from CCW for in-depth research about how contact centers are addressing changes in the customer experience space.


This in-depth Executive Report from CCW looks at what contact centers are doing to ensure that their customer experience investments achieve results.

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.

How Speech Analytics Helps You Take Charge of Compliance and Liability

Learn about federal regulations that directly impact contact centers and how speech analytics can help monitor compliance and reduce risk.

Leveraging Millennials in the Contact Center

Discover how to improve your ability to retain Millennial agents and leverage their unique performance potential.


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

Three Tips for Measuring Voice in the Sea of Big Data

Find out how to analyze thousands of voice conversations to uncover the true voice of your customers.

Report: The Future of the Contact Center

Discover CCIQ’s Winter 2016 findings about the trends and challenges facing the contact center based on a worldwide survey of contact center leaders.

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.

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.

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.


Find out why Gartner’s research shows that a comprehensive workforce optimization solution is the best choice for the modern contact center.

Simplexity: Break Customer Service Out of Chaos and Move Forward

In this hyper-connected world, customers demand more from the contact center. Learn how to succeed in this increasingly complex environment.

Insurance Companies: 8 Strategies to Improve the Customer Experience

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

Utility Providers: 6 Strategies to Improve the Customer Experience

Utility Providers: Download our ebook to learn 6 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.

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.

Telecom: 8 Strategies to Improve the Customer Experience

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

Customers Love Your Finely Crafted Brand Story

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

Separating Reality From Hype

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

Hospitality Businesses: 8 Strategies to Improve the Customer Experience

Hospitality Businesses: Download our ebook to learn 8 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.

The UK Customer Experience Decision-Makers’ Guide 2018

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

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.

Financial Institutions: 9 Strategies to Improve the Customer Experience

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

The European Contact Centre Decision-Makers’ Guide

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

What is the Business Value of Moving from Excel to WFM?

Know your limits – ditch the scheduling spreadsheets and learn the business value of owning an effective WFM tool.

The IT Guide to WFM

This Whitepaper answers the top 7 questions for seamless WFM investment & Implementation

A Guide to Sustainable Business Success

Read our Whitepaper and learn to power your CX and employee engagement with Workforce Management.

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