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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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
TWILIO SIGNAL
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
CCW DIGITAL AUSTRALIA
Optimizing your Digital Presence with Data, Automation and Design for the Ultimate Customer Experience
May 25, 2021
UTAH GOVERNMENT CONFERENCE
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.
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
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
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.
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.
Tags: customer experience
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.
Tags: customer experience
February 13, 2020
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.
Tags: WFO
February 12, 2020
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.
Tags: customer experience
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.
Tags: analytics
January 31, 2020
Industry Insiders — Innovative Insights
Read what the experts are saying on the future of customer experience.
January 20, 2020
Customer Service Performance Checklist
Download our Customer Service Performance Checklist and see if your customer service is running smoothly.
January 7, 2020
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