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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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.

Tags: WFM, workforce optimization

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

How to Succeed with Contact Center Analytics

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

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.

November 24, 2019

Making the Move to the Cloud

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

Customer Experience Game Changers

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

November 23, 2019

The Definitive Primer on Workforce Engagement Management

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

November 21, 2019

How Speech Analytics Helps You Take Charge of Compliance and Liability

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

November 20, 2019

Leveraging Millennials in the Contact Center

Discover how to improve your ability to retain Millennial agents and leverage their unique performance potential.

November 17, 2019

Three Tips for Measuring Voice in the Sea of Big Data

Find out how to analyze thousands of voice conversations to uncover the true voice of your customers.

November 14, 2019

Report: The Future of the Contact Center

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

November 12, 2019

Get Smart About Contact Center Reporting

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.

Tags: car

November 11, 2019

10 Pitfalls in Defining KPIs for the Contact Center.

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.