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.

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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.

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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.

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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.

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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.

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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.

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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


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.


THE FORRESTER WAVE: WORKFORCE OPTIMIZATION SUITES, Q3 2016


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

Calabrio Named A Leader by Forrester Research

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January 1, 2020


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.

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December 20, 2019


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.

The Definitive Ruide Modern Contact Center

December 19, 2019


Top 10 Analytics Use Cases


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

December 18, 2019


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.

December 17, 2019


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.

December 16, 2019


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.

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December 15, 2019


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.

December 14, 2019


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.

December 13, 2019


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.

December 10, 2019


The Total Economic Impact of Calabrio ONE


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

December 9, 2019


The Danger of Digital


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

December 8, 2019


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.

Whit Paper Transforming the Contact Center i

December 6, 2019


Beyond Shift Bidding: Dynamic Scheduling


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

Beyond Shift Bidding Dynamic Scheduling

December 5, 2019


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 Benefits & ROI of Speech Analytics

December 4, 2019


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.

The Path to Better Contact Center Reporting

December 2, 2019


Multichannel Analytics in the Contact Center


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

December 1, 2019


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.

Contact Center Executive Setting Priorities

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November 30, 2019


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.

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November 29, 2019


Driving Customer-Centric Business Strategies


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

November 28, 2019


STEPPING UP TO THE SECURE CLOUD


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.

Stepping Up To Secure Cloud

November 27, 2019


How to Succeed with Contact Center Analytics


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

How To Succeed With Vontact Center Analytics

November 26, 2019


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.

November 25, 2019


Evaluating TCO for Customer Engagement Software


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

Evaluating TCO for Customer Engagement Software

November 24, 2019


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  • Topics

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.

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?

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.

CCW Special Report: Customer Sentiment

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.

SUCCESS IN THE EXPERIENCE ERA

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

Optimizing the Agent Journey to Perfect the Customer Journey

As new interaction channels become the norm, understand how talent fits the equation. Read the Whitepaper from McGee-Smith Analytics to learn more.

2018 CCW Market Study: The Future of the Contact Center in 2019

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

2018 CCW Market Study: The Customer Experience

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

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