White Papers & Reports

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.

Distributed work implies significant degrees of flexibility in how work is organized — who is involved in what work activities; and when, where and how it is getting done.

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

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

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.

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.

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

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

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.

The modern multi-channel contact center has entered a Cloud-Smart Era. This next phase of cloud transformation moves from a reactive approach — solving urgent business problems with cloud-based solutions — to more proactive strategies for achieving key business goals.

With customer and agent standards set to rise in 2021, technology that proved underwhelming last year will prove immensely debilitating moving forward.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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

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

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

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

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

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.

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

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

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

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

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

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

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

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.

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.

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.

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

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

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

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

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

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

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

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

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.

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

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

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

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.

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

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

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

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

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

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

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

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

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.

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.

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.

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

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

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

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

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

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

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.

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

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

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

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