Contact Center White Papers & Reports | Calabrio

White Papers & Reports

From the latest best practices and innovative strategies to emerging trends impacting the contact center world, these are resources to keep your business moving forward.

White Papers & Reports

From the latest best practices and innovative strategies to emerging trends impacting the contact center world, these are resources to keep your business moving forward.

  • Topics

Found 157 Results
Page 1 of 5

Hype Cycle™ for Customer Service and Support Technologies, 2023


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

November 1, 2023


State of the Contact Center 2023


Contact centers are at the forefront of remote-based work and Artificial Intelligence—modernizations that are here to stay. But how does the agent of the future fit in, who are they, and how to activate them?

September 29, 2023


2022 Spark Matrix For Workforce Engagement Management


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

January 11, 2023


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.

September 15, 2022


Performance Coaching Drives Agent Engagement


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

August 23, 2022


Transform Your Quality Program with Calabrio Analytics


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

July 28, 2022


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.

June 27, 2022


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.

March 15, 2022


Ventana Research Agent Management Value Index


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

January 6, 2022


Health of the Contact Center Report 2021


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

October 5, 2021


March Calabrio Customer Linkup


Customer Linkups are virtual events held exclusively for you- Calabrio users!

March 8, 2024


Enterprise Connect ’24


Find us at Booth #1035!

January 10, 2024


Calabrio Customer Connect


October 22, 2023


ICMI Contact Center Expo


ICMI-contact-center-expo-23

October 19, 2023






Five9 CX Summit


five9-cx-summit-web-graphic-23

August 17, 2023



You Go Live on Calabrio ONE. What’s Next?


Calabrio provides a framework that empowers champions for change to build an outcome-centric, evidence-based business case.

June 15, 2023


Building a Business Case for Contact Center Technology


Calabrio provides a framework that empowers champions for change to build an outcome-centric, evidence-based business case.

June 9, 2023




Healthcare Organizations: 7 Strategies to Improve the Patient Experience


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

May 2, 2023






CCW Berlin


February 28, 2023




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?

May 17, 2022


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.

February 1, 2022


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.

3 award winning wfo analytics

January 24, 2022


CCW Las Vegas


Customer Contact Week (CCW) Las Vegas, featuring nearly 200 industry exhibitors speakers, impactful sessions, and benchmarking/team building opportunities. It includes the CCWomen Summit, Diversity & Inclusion Summit, a Financial Services Intensive.

December 13, 2021


Page 1 of 5
  • Topics

Hype Cycle™ for Customer Service and Support Technologies, 2023

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

State of the Contact Center 2023

Contact centers are at the forefront of remote-based work and Artificial Intelligence—modernizations that are here to stay. But how does the agent of the future fit in, who are they, and how to activate them?

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.

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.

You Go Live on Calabrio ONE. What’s Next?

Calabrio provides a framework that empowers champions for change to build an outcome-centric, evidence-based business case.

Building a Business Case for Contact Center Technology

Calabrio provides a framework that empowers champions for change to build an outcome-centric, evidence-based business case.

Healthcare Organizations: 7 Strategies to Improve the Patient Experience

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

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?

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.

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?

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.

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.

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.

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.

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.

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?

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.

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.

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.

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.

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.

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.

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 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.

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.

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.

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.

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.

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.

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.

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.

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.

4 Key Ways to Make Moving Your Contact Center to the Cloud Even Easier

Tried-and-True Ideas to Help You Finally Overcome Any Lingering Fears About Migrating to the Cloud

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.

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.

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.

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.

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