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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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

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.

Tags: wem

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.

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.

Tags: wem

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 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.

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.

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.

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.

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.

Tags: wem, WFM

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.