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.

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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


Avaya ENGAGE is the premier event for thousands looking to deliver experiences that matter. Attend the event led by some of the industry’s most inspiring and accomplished leaders.

December 12, 2021

Embracing Double-Edged Customer Expectations Guide

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

December 6, 2021

Customer Experience Asia Week 2021 – Hybrid Edition

To be held in Singapore, the event will be the focal point for CX leaders in Asia, to re-imagine customer experience excellence, inspiring them to deliver quality with a human touch through the integration of technology, social media implementations, and omni-channels to remain relevant and competitive.

November 23, 2021

National Conference

Read more about this year’s National Conferences for Planning, Insight & Customer Experience which will be held virtually across the week of 1st November

November 9, 2021

Middle East Contact Center Innovation Summit

”Contact Center Innovation Summit” – Online Edition will host 500+ Customer Care, Contact Center & CX Professionals from the Middle East, introducing ground-breaking technologies to the regional eco-system, to expedite the creation of Customer-first Omnichannel Contact Centers.

November 1, 2021

Cisco WebexONE

WebexOne is a two-day virtual event showcasing the voice of our customers and addressing their needs, especially helping them succeed in hybrid work and customer experience. You’ll discover the latest Webex products, innovations, and acquisitions.

October 27, 2021

Kundeservicedagene i Bergen 2021 

Bergen Kundeserviceforum, annual meeting, 27. oktober 2021 kl. 09:00 — 28. oktober 2021 kl. 15:30

Middle East Customer Experience Forum

Researched & Developed to Share Experiences And Lessons Learned From The Pandemic And Discuss Opportunities And Challenges In Achieving Great Customer Experience.

October 25, 2021

DACH Customer Experience Summit

Nehmen Sie teil und feiern Sie Ihre unglaubliche Initiative Ihrer kundenorientierte Kultur. Unternehmen präsentieren ihre Initiativen. Hier vernetzen sich die führenden CX-Professionellen der Region.

October 22, 2021


Explore the intersection of technology, innovation, and communications. Hear from leading industry experts, customers, and Twilio leaders as we examine key topics ranging from developer tools to diversity.

October 20, 2021

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.

August 20, 2021

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.

July 22, 2021


Optimizing your Digital Presence with Data, Automation and Design for the Ultimate Customer Experience

May 25, 2021


The Virtual Digital Government Summit offers a unique opportunity to explore a variety of technology topics and possibilities.

May 20, 2021

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.

March 4, 2021

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.

March 2, 2021

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.

February 16, 2021

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.

January 27, 2021

UC Summit

Leading vendors will help you identify, adapt and overcome the challenges involved in specifying communication, collaboration and customer experience technologies.

January 26, 2021

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.

December 15, 2020

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.

3 award winning wfo analytics

December 2, 2020

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.

November 11, 2020

Public Sector


September 16, 2020

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.

August 17, 2020

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.

July 20, 2020



July 16, 2020

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.

Worker looks over skyline

July 13, 2020

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?

June 5, 2020

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.

May 5, 2020

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.

April 24, 2020

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.

April 13, 2020

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.


March 19, 2020

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.


February 13, 2020

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  • Topics

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.

7 Challenges Contact Centers Face Today

This Whitepaper examines 7 challenges relating to outsourcing contact centers.

The Future of Work – The Impact on Business, Consumers and Employees

Technology is setting the pace of change in the workplace and consumers across the globe are taking notice. Download the Whitepaper to learn more.

Humanize the Workplace – 8 ways to retain your top talent

Discover 8 proven ways to retain the top talent in your contact center.

Gamification – getting started with a real-world strategy

Download the Whitepaper to learn why gamification has become so important and how to utilize it within your contact center.

3 Steps to Becoming a Voice of the Customer Super Hero

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

Embracing Digitalization

The future of customer service is now. Read our Whitepaper and embrace digitalization from within your brand.

CCW Sponsored Report: Trends in Customer Experience Design & Strategy

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

CCW Market Study: Contact Center Success In The Automation Age

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.

Gartner Magic Quadrant for Workforce Engagement Management

Calabrio Named a Visionary in the 2021 Gartner Magic Quadrant for Workforce Engagement Management.

Why Do WFM Projects Fail?

Download our Whitepaper and learn four recommendations that may help you stay on track when implementing WFM technology in your contact center.

What is WFM – A Guide to Workforce Management

What is WFM? How does it work? Who does it impact? Get the full guide to Workforce Management.

Are You Listening? The Truth About What Customers Want in a Digital World

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

The Value of Time – Creating efficient, flexible experiences for customers and agents

Download this Whitepaper and learn to create efficient, flexible experiences for your customers and agents.

Lifestyle Scheduling – Finding the Healthy Balance

Well-functioning, productive contact centers have an even balance between workforce levels and workload requirements. Download the Whitepaper to learn more.

Building a Business Case for Advanced Reporting

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

Tips and Techniques for Accurate, Effective Forecasting

Predicting the future is no easy task. A properly forecasted and staffed contact center saves the customers time and benefits your bottom line. Download the guide to learn more.

The Customer Data Often Overlooked by the C-suite

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.

Forrester Research: The ROI of Calabrio ONE

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

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