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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Gartner Magic Quadrant for Workforce Engagement Management


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

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January 1, 2018


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


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 


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


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


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


Download: Health of the Contact Center Report 2021


Our original research report discusses clear trends on agent wellbeing and work/life expectations.

October 5, 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


State of the Contact Center 2021: Cloud is here. What’s next?


The modern multi-channel contact center has entered a Cloud-Smart Era. This next phase of cloud transformation moves from a reactive approach — solving urgent business problems with cloud-based solutions — to more proactive strategies for achieving key business goals.

March 30, 2021


State of Contact Center Technology


With customer and agent standards set to rise in 2021, technology that proved underwhelming last year will prove immensely debilitating moving forward.

March 26, 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


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


UK Contact Centre Decision-Makers’ Guide 2020-21


How Leading Contact Centres are turning forced changes into future-ready strategies. Download the Contact Babel report to learn more.

December 9, 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


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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


BPO


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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


The State of the Contact Center


How are leading contact centers turning forced changes into future-ready strategies? Learn more from our new research report.

June 26, 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


Page 1 of 4
  • Topics

Gartner Magic Quadrant for Workforce Engagement Management

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

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.

Download: Health of the Contact Center Report 2021

Our original research report discusses clear trends on agent wellbeing and work/life expectations.

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.

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.

State of the Contact Center 2021: Cloud is here. What’s next?

The modern multi-channel contact center has entered a Cloud-Smart Era. This next phase of cloud transformation moves from a reactive approach — solving urgent business problems with cloud-based solutions — to more proactive strategies for achieving key business goals.

State of Contact Center Technology

With customer and agent standards set to rise in 2021, technology that proved underwhelming last year will prove immensely debilitating moving forward.

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.

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.

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.

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.

UK Contact Centre Decision-Makers’ Guide 2020-21

How Leading Contact Centres are turning forced changes into future-ready strategies. Download the Contact Babel report to learn more.

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.

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.

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.

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.

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.

The State of the Contact Center

How are leading contact centers turning forced changes into future-ready strategies? Learn more from our new research report.

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?

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.

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.

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.

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.

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.

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.

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.

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.

Industry Insiders — Innovative Insights

Read what the experts are saying on the future of customer experience.

Customer Service Performance Checklist

Download our Customer Service Performance Checklist and see if your customer service is running smoothly.

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.

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.

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.

Top 10 Analytics Use Cases

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

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.

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.

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.

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.

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.

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.

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.

The Danger of Digital

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

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.

Beyond Shift Bidding: Dynamic Scheduling

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

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 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.

Multichannel Analytics in the Contact Center

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

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.

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.

Driving Customer-Centric Business Strategies

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

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.

How to Succeed with Contact Center Analytics

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

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.

Evaluating TCO for Customer Engagement Software

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

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.

EXECUTIVE REPORT: PERFORMANCE & AGENTS

This in-depth Executive Report from CCW looks at what contact centers are doing to ensure that their customer experience investments achieve results.

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.

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.

Leveraging Millennials in the Contact Center

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

CCW MARKET STUDY: CONTACT CENTER 2025 – A ROADMAP

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

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.

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.

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.

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.

Workforce Management (WFM): 4 Reasons to Break Free from the Spreadsheet Ball and Chain

Download this white paper to learn four reasons you should be using Workforce Management (WFM) technology instead of spreadsheets in your contact center.

WHY AN INTEGRATED WFO SOLUTION IS A BEST PRACTICE

Find out why Gartner’s research shows that a comprehensive workforce optimization solution is the best choice for the modern contact center.

Simplexity: Break Customer Service Out of Chaos and Move Forward

In this hyper-connected world, customers demand more from the contact center. Learn how to succeed in this increasingly complex environment.

Insurance Companies: 8 Strategies to Improve the Customer Experience

Insurance Companies: Download our ebook to learn 8 strategies to improve your customer experience.

Healthcare Organizations: 7 Ways Healthcare Systems Can Improve the Patient Experience

Healthcare Organizations: Download our ebook to learn 7 ways healthcare systems can Improve the patient experience.

Utility Providers: 6 Strategies to Improve the Customer Experience

Utility Providers: Download our ebook to learn 6 strategies to improve your customer experience.

Retailers: 7 Strategies to Improve the Customer Experience

Retailers: Download our ebook to learn 7 strategies on how to improve your customer experience.

Cloud-Based Contact Centers: Are You Ready for the Future?

With all the buzz around cloud, are you trying to decide if it’s right for your organization? CCIQ recently built a strong case why the cloud is here to stay.

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.

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