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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2022 Spark Matrix For Workforce Engagement Management

Learn how Calabrio was named a Leader in 2022 WEM SPARK Matrix from Quadrant Knowledge Solutions.

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.

The Real-World Impact of Calabrio ONE

Calabrio customers used the unique tools and capabilities of Calabrio ONE to drive measurable improvement in contact center KPIs.

Workforce Optimization & Engagement Reference Call Guide

Tips for evaluating a WFM/WFO/WEM solution. Gain real-world insights with a reference call. Questions to ask a peer organization.

Calabrio Analyst & Peer Reviews

Why should your company invest in Calabrio solutions? Find out what differentiates Calabrio ONE and makes us an innovative vendor partner.

Healthcare Organizations: 7 Strategies to Improve the Patient Experience

Hospitals with improved patient satisfaction can realize up to $5.4M additional revenue annually.*

How 3 Real Contact Centers Used Analytics to Drive Savings

Download the infographic now to discover the benefit of data analytics for cost optimization.

Agent Assist

PCI Pal provides organizations engaging with customers via contact centers with globally accessible cloud solutions that ensure conversations are PCI compliant and personal data is protected.

Staffino Feedback

Staffino Feedback Service, an add-on to 2Ring Gadgets for Cisco Finesse, helps to boost your contact center performance and optimize your approach to Quality Assurance.


Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery.


Wordwatch makes it simple and easy to get your voice interactions into Calabrio, from any live or legacy platform.


RemotAbility assesses, benchmarks, and manages remote workplaces from one central hub, designed to promote individual and corporate wellbeing, reduce operational costs, identify and manage risks and complement HR and HSE.

AmplifAI Next Gen Performance Management

AmplifAI’s AI-Powered Personas uncover the data-driven actions, behaviors and insights associated with high performing associates.

2Ring Gadgets for Cisco Finesse

2Ring Gadgets for Cisco Finesse empowers supervisors and enables agents to become more efficient.

Consumer Needs vs Contact Center Beliefs

Join our webinar to learn about the results of Calabrio’s 2022 State of the Contact Center research—and create an action plan for what contact centers need to do next for true brand guardianship.

Becoming an Influencer in Workforce Management

Please join us as we discuss how to grow your realm of influence in your organization and how our workforce management platform can help you achieve faster growth.

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.

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.

Calabrio Data Management and Amazon Connect

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.


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.

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?

Responding to crisis: WFO for Contact Tracing

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

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.

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.


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.

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.

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.

Dynamic Bidding

Learn how Dynamic Bidding helps organizations overcome their scheduling challenges.

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.

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