White Papers & Reports

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

Calabrio has been named as the only Visionary in the 2019 Gartner Magic Quadrant for Workforce Engagement Management. Get the report to find out why.

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.

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

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.

Learn more about Calabrio’s Customers’ Choice distinction and why Calabrio is ranked by its customers as a leading workforce optimization vendor.

Are your repeat customers truly loyal? Download the special CCW report and learn how customer sentiment can uncover the answers to the questions you’re asking about customer experience.

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.

Learn how automation and contact center operations are co-evolving. Download the 2019 CCW Market Study on Contact Center Success In The Automation Age sponsored by Calabrio.

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

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

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.

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

Learn how digital technologies will change the contact center environment in 2019

Download and learn how Calabrio ONE brought a customer a 546% ROI in this Forrester commissioned Total Economic Impact (TEI) report.

Learn how the modern customer is truly feeling about modern customer service strategies.

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

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

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

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

Learn how modern day technology affects the modern day consumer. Is your brand listening?

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

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

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

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

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

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

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

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

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

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

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

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

Grab your cape and learn what it takes to save the day and become a voice of the customer super hero.

Learn from over 1,000 C-Suite executives in the U.S. and U.K., about the factors that compel change in their organization and the data sources they rely on to inform their decisions.

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

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.

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.

Struggling with outdated, underpowered and overly-complicated reporting and analytics? Learn how to make the case for advanced reporting in your contact center.

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.

Download this white paper to learn four reasons you should be using Workforce Management (WFM) technology instead of spreadsheets in your contact center.

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.

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.

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

Download the Inner Circle Guide to Workforce Optimization and learn how to utilize and optimize multiple communication channels within your contact center

C-suite executives rank customer experience as a key priority of global business. Learn where 800 executives say their organization falls short.

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

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

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.

Experts predict the number of connected “devices” will rise to 30 billion by 2020. Calabrio CEO Tom Goodmanson explains how this technology shift will impact the contact center.

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

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

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

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

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

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

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

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

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

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

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

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

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.