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Resource Centre

Best practises and tools to help you get the most out of your contact centre

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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.

The Health of the Contact Centre Report

A recent study of 1,000 agents worldwide uncovers the true health of today’s contact centres. Read the report for key findings that can help you revitalise your agent experience.

Forrester TEI Of Calabrio ONE Infographic

Download the infographic and learn how Calabrio ONE provided a customer a total ROI of 546% within 3 years

What You Need to Know About Modern Multichannel Analytics

Watch this webinar with Forrester analyst Ian Jacobs to learn how contact centres are using managed analytics services to gather customer insights.

THE FORRESTER WAVE: WORKFORCE OPTIMISATION SUITES, Q3 2016

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

Watch: Cloud is coming: Are you ready?

How are you preparing to make the switch to cloud? Watch the webinar to learn what experts recommend.

How Generation Z Employees Will Save the World

Every generation brings to the workplace a set of overarching characteristics that are shaped by the events and cultural norms of its day. What has worked for employees of past time may not meet the same needs for the current workforce of today – of which Generation Z makes up nearly 25%.

The Big Calabrio CX Quiz

Customer Experience (CX) makes the world go round, or at least good business. But how much do you really know about making CX successful and impactful for your company?

Close the Gap: 9 Ways to Connect the Enterprise with VoC Insights

It’s never been more important for a business to get closer to their customers, understand their needs, and deliver outstanding customer experiences (CX). Buyers expect organisations to put the customer at the centre of everything they do.

The Big Calabrio CX Quiz

Join Calabrio in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience.

Leading a Successful Gamification Program

Gamification doesn’t have to be complicated, but it certainly can create huge gains in the contact centre.

Fika and Learn! Using Data to Plan as Our Working World Continues to Evolve

We know that the global pandemic shifted consumers away from traditional channels to a digital world with remote customer service staff. Data, Analytics, AI, and ML capabilities are all accelerating rapidly, as companies undergo digital transformations that keep customer experience and employee well-being in mind.

Enterprise CXI for the Contact Centre

Having access to insightful dashboards that can alert you to issues that might be impacting customer service is just one example of how Calabrio’s Enterprise Customer Experience Intelligence (CXI) can help you stay in tune with dynamic conditions impacting the metrics that matter most to you.

Enterprise CXI for Marketing

Calabrio’s Enterprise CXI gives insight into brand alignment by showing the on- and off-brand phrases that are being used to describe your brand straight from your customers.

Enterprise CXI for Finance

Calabrio’s Enterprise CXI will help you understand the prevalence of billing issues, the top issues being mentioned, and the impact they are having on customer sentiment, NPS, and customer satisfaction drivers like repeat calls and escalations.

Introducing Enterprise CXI

Connect and elevate the modern enterprise with voice of the customer business intelligence.

Expert Panel: Capitalising on the state of the cloud contact centre in 2021

Our 2021 state of the contact centre survey dives deep into what’s next in this new, cloud-smart era. Watch the webinar on-demand to learn more.

Practical Business Intelligence – helping people drive value from data

Join this session to hear a wealth of advice and practical tips built up from many years’ experience working with high-profile organisations all around the globe.

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

The modern multi-channel contact centre 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 the Contact Centre 2021

Download the Infographic and learn how cloud transformation in contact centres is molding the future of customer service.

State of Contact Centre Technology

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

Calabrio ONE, mer an Teleopti WFM

I webinariet kommer vi fokusera på Quality Management som ger användare av Calabrio One en ny snyggare och enklare möjlighet att välja ut, lyssna och bedöma samtal och interaktioner integrerat med resten av Calabrio One.

Building a Cloud-First Approach to the Modern Contact Centre

Moving to a cloud contact centre can prove valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth. Watch to learn more.

Good Practise 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 Practise 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.

Hidden Challenges for Remote Employee Managers

Recent times have brought a lot of professional changes, with these changes came a heavy focus on ensuring employee satisfaction and engagement, but what about the managers? Watch the webinar to learn more.

Building a Cloud-First Approach to the Contact Centre Experience

Your customers simply expect the responsiveness and agility you only get from working with a cloud-based contact centre platform. Learn more from the webinar on-demand.

Overcoming Inertia

For contact centres, making the transition to the cloud can be streamlined with the right approach. Download this white paper for a guide on overcoming cloud barriers.

Expert Panel: Empower your workforce with a smarter approach

The shift to remote work, rise of the cloud and development of customer expectations, among many other factors, means that in 2021, each stage of an agent’s journey with your organisation must be re-evaluated. Watch the webinar to learn more.

How to Increase Your Pandemic Escape Velocity

If you want your organisation to lead in the New Normal — or the Next Normal or whatever the recovery period is called — what are some steps you can take? Download the Infographic to learn more.

Business Recovery Accelerator Kit

How can you position your organisation to capitalise on massive shifts in consumer beliefs and behaviours moving forward in 2021? Download the Ebook to learn more.

DMG 2020-2021 Workforce Optimisation 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.

The Two Secrets of Customer Engagement Success

Listen to customer experience expert Hussein Kamel as he shares his insights from extensive experience with some of the world’s most reputable customer centric organisations in this webinar on-demand.

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.

Punk Rules for Customer Experience Leaders Coming Out of 2020

The fight to achieve a market-leading customer experience (CX) is increasingly feeling like a maelstrom and many firms are struggling to keep up. Watch the webinar to learn more.

A Happy Team Creates Happy Customers: A Success Guide for the New Era

Many are embracing the perks of remote working, yet from needing time to oversee third-grade lessons to the potential pause on training, there are challenges for even the very best customer service agent. Watch to learn more.

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 organisations.

NextGen WFM – Ask us Anything!

You asked, we answered! Watch this webinar on-demand to hear the answers to the questions asked about our NextGen WFM by the product experts.

How to Lead a Modern Workforce

Download the Checklist and learn how to empower your modern workforce with the new Calabrio ONE.

How QA Can Improve WFM

Download the Checklist and learn the critical use cases for improving your WFM strategy with QA.

Intraday and Real-Time Adherence in Calabrio’s NextGen WFM

When unpredictable changes impact your contact centre’s service levels, your schedule must change on a dime. Watch the webinar to learn more.

The Agent Experience in Calabrio’s NextGen WFM

Increase productivity and engagement in your contact centre by giving your agents the freedom and responsibility they’ve been craving! Watch the webinar to learn more.

How to Elevate CX with Analytics: A 2020 Guide to Quality Management

Quality management (QM) is essential for achieving these goals, yet QM practises and tools must modernise to remain relevant. Watch the webinar to learn more.

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.

Scheduling in Calabrio’s NextGen WFM

Accurate, streamlined planning is the first step in ensuring your contact centre is ready for rapid growth and optimisation. Watch the webinar on-demand and learn more about scheduling in Calabrio’s NextGen WFM.

AI Based Speech Analytics for Actionable Insights

Speech analytics tools have proved invaluable for analysing the vast amounts of unstructured information pouring into a contact centre every day. Watch the webinar to learn more.

Forecasting in Calabrio’s NextGen WFM

The contact centre is changing fast—and Calabrio is building the smart, accurate tools you’ll need to more easily predict the ebbs and flows of contact volume. Watch the webinar 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 organisations.

Inner Circle Guide to WFO

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.

Inner Circle Guide to Workforce Optimisation

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.

How to Embrace The Evolving World of Work

Calabrio surveyed 300 contact centre professionals from a broad range of industries across the U.S. and U.K. to find out what the evolving world of work will look like in their organisation. Watch the webinar to learn more.

Creating a Solid Gamification Strategy to Engage Employees Near and Far

Gamification can be implemented in almost any situation, but using the right strategy for your contact centre can make it much more effective. Watch the webinar to learn more.

The State of the Contact Centre

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

EMBRACING THE EVOLVING WORLD OF WORK

Download now and learn new ways to embrace the evolving world of work in the contact centre space.

10 REASONS WHY THE CALL CENTRE HAS PERMANENTLY CHANGED

Download the infographic to learn 10 reasons the call centre space has permanently been changed.

Laying the Foundation for Calabrio’s Next-Generation WFM

Learn about the history of the Calabrio WFM platform and how we’re planning for the next-generation WFM platform.

Leveraging WFM and Reporting

Flexibility in contact centres means many things to many people. Watch the Mitel event to learn more.

Customer Panel: Lessons Learned After Shifting to a Remote

Many organisations have rapidly shifted from a physical contact centre to one where most, if not all of their team, is working from home. And many made the shift almost overnight.

Using Analytics to Make Better Decisions in Times of Crisis

In times of crisis, this is especially important. If your customers are concerned, anxious, or asking you to help them with a problem, it’s vital to ensure your agents have the right messaging in response.

Building Blocks for the Dynamic Contact Centre

Today’s contact centres are challenged more than ever before to anticipate and manage a changing environment – can you adapt quickly enough?

Why is CX so darn important?

CX is more important than ever during the current pandemic. Watch the webinar on-demand to learn more.

Responding to crisis: WFO for Contact Tracing

Contact Tracing is needed to stop the spread of COVID-19. Calabrio’s smart tech can help.

Which of the 4 Types of Customer Feedback Should You be Using?

Jay Baer joins Calabrio for a special broadcast that compares and contrasts the primary feedback mechanisms and when they should be deployed.

New Standards in Customer Contact Performance

Watch the webinar on-demand and learn how to build a performance management strategy that aligns with what customers, agents and businesses really need in today’s era.

Managing Change in the New Reality

Change management has suddenly become a major priority. Is it baked into your contact centre strategy? Watch the webinar to learn more.

WFO in a post-crisis world

Learn how people in the customer service and contact centre world are dealing with the crisis while still managing a remote and on-site hybrid workforce in their companies.

Resources to Help Make Remote Work Actually Work

The work-from-home contact centre model has taken on new importance. Many companies are managing fully remote workforces for the first time, or even having to transition their contact centre over to the cloud—fast. Watch to learn more.

Forecasting and Scheduling in the New Frontier

Learn how you can shape your organisational expectations to guide future actions in times of unpredictability.

Boost Your Current Work Strategy with Solutions Delivered by the Calabrio Innovation Centre

Learn about the Calabrio Innovation Centre’s new solutions to support contact centres in this time of change.

Inner Circle Guide to Cloud v4

Learn how cloud solutions have evolved in the contact centre and read the top 3 modern reasons for switching to a cloud-based contact centre solution.

A Successful CX Strategy Starts with Empathy

Now, more than ever, you need to understand what your customers are going through. Your business’ objectives have likely changed dramatically, and your customers are looking for some form of stability right now.

Inner Circle Guide to Contact Centre Remote Working Solutions

Up until very recently, the majority of US contact centres worked in a traditional, centralised model, with 13% of agents working remotely at home on a permanent basis. Download the guide to learn more.

The Future of WFM: What’s Required

Learn how AI and cloud-based technology is revolutionising the contact centre WFM market.

The Do’s and Don’ts of Creating Agent Scorecards

What does it take to create an agent scorecard that aligns employee goals with the goals of the company? Watch the webinar to learn more.

HOW TO USE CALABRIO TELEOPTI WFM FEATURES TO EMPOWER YOUR REMOTE WORKFORCE

Learn tips on how to manage and empower your remote workforce with Calabrio Teleopti WFM.

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.

Navigating Data Security and Compliance in a Remote Workplace

Protecting customer and employee’s personal information is a process that must be handled with care and continue to hold top priority.

Delivering Great Customer Experience in a Work-From-Home Environment

Learn how to prepare technically for remote working using your Calabrio/Teleopti solutions.

Q&A for Using Analytics to Manage and Respond to Crisis

The core of analytics is trying to understand all the interactions that agents have with your customers. In times of crisis, this is especially important. Learn more insights from our recent webinar.

Best Practises for Keeping Remote Employees Engaged

As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.

Rapidly Moving to a Work-from-Home Model in Your Contact Centre

We’ve brought together a team of experts who shared real-world actionable advice on how to quickly (and successfully) implement a work-from-home migration.

How to Use Analytics to Manage and Respond to Crisis

If you’re interested in learning more about how to use analytics to respond to and manage a crisis, listen to our hosting an open forum webinar with some of our top experts.

How to Rock Your ROXI

Poor customer service costs U.S. companies $41 billion every year and you begin to understand why “customer experience” (CX) is a primary focus across our industry. Watch the webinar on demand to learn more.

Q&A on the Rapid Shift to Work-from-Home Model for Contact Centres

We fielded dozens of questions from attendees of a webinar on work-from-home model (WFH) strategies for contact centres and have created this resource to address many of your concerns.

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.

Unlock Customer-Centric Intelligence

Learn to unlock your customer-centric intelligence with Analytics capabilities.

Dynamic Bidding

Learn how Dynamic Bidding helps organisations overcome their scheduling challenges.

Customer Journey Analytics – The Key to Delivering the Best Possible Experience

Learn how to gain true insights into the customer journey using analytics to uncover issues and constantly refine your journey maps.

The Beginner’s Guide to Analytics

Learn how analytics can uncover insights in your contact centre data.

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 organisation comply with and maintain GDPR and CCPA requirements.

CCW Market Study: The State of Contact Centre 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 organisation. Download the White Paper now.

Intraday Dynamic Scheduling

Calabrio’s Intraday Dynamic Scheduling transforms the agent schedule selection process, resulting in fully staffed schedules that also meet the work-life balance requirements of your agents. Download to learn more.

6 Success Stories from Calabrio Analytics Workshops

Learn how Calabrio experts helped six organisations put Calabrio Analytics to work and gain traction for customer-focused transformations – without losing sight of operational costs.

Intraday Dynamic Scheduling

Calabrio’s Intraday Dynamic Scheduling transforms the agent schedule selection process, resulting in fully staffed schedules that also meet the work-life balance requirements of your agents. Download to learn more.

2019 Calabrio Analytics Competition: 3 Award-Winning Analytics Success Stories

The first annual Calabrio Analytics Competition bestowed honors upon three companies for the incredible work accomplished using Calabrio Analytics to improve and advance their contact centre operations. Download the Ebook to learn more

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 centre 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.

The Definitive Guide to the Modern Contact Centre

Learn how contact centres 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 centre? 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 Centre Analytics Kit

Download the analytics kit to learn about analytics use cases, how to start an analytics programmeme, and how Calabrio helps organisations transform customer interaction data into meaningful customer insights.

The Future of Contact Centre Analytics

Analytics technology is evolving rapidly. Learn what’s in store for big data and stay ahead of the curve in your contact centre.

Building Next-Generation WFM for Your Contact Centre

Evolve your WFM strategy to the next level and benefit the masses. Download our ebook and learn emerging best practises and see what’s in store for the future of WFM.

The Contact Centre 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 Centre into a Customer Intelligence Hub

Learn how advanced contact centre 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 centre to improve their customer experience and drive top line growth.

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