Contact Centre White Papers & Reports | Calabrio

White Papers & Reports

From the latest best practises and innovative strategies to emerging trends impacting the contact centre world, these are resources to keep your business moving forward.

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Page 1 of 4

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 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.

January 27, 2021


Download: Customer Experience Decision-Makers’ Guide 2021-22


What makes a great customer experience? How can contact centres ensure quality interactions that leave a lasting impression? Download the Contact Babel report to learn more.

October 20, 2021


Download: Resolving Complexity in the Contact Centre


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


Gartner Use Rogue Thinking to Drive Digital Transformation


In an increasingly connected world, rogue leadership skills are becoming more common – and necessary.

June 22, 2021


CCW DIGITAL AUSTRALIA


Optimising 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 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.

March 26, 2021


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.

Calabrio Named A Leader by Forrester Research

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March 1, 2021


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.

February 16, 2021


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.

February 2, 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


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.

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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.

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 organisations.

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 organisations.

July 20, 2020


BPO


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July 16, 2020


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.

Worker looks over skyline

July 13, 2020


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.

June 26, 2020


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?

June 5, 2020


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.

May 5, 2020


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.

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 organisation comply with and maintain GDPR and CCPA requirements.

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February 13, 2020


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.

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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 organisation. Download the White Paper now.

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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.

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January 31, 2020


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

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January 21, 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 centre WFM technology needs a refresh.


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 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.

Download: Customer Experience Decision-Makers’ Guide 2021-22

What makes a great customer experience? How can contact centres ensure quality interactions that leave a lasting impression? Download the Contact Babel report to learn more.

Download: Resolving Complexity in the Contact Centre

The transition to a hybrid-based new normal will require a more strategic approach and thoughtful deployment of enabling cloud-based technologies.

Gartner Use Rogue Thinking to Drive Digital Transformation

In an increasingly connected world, rogue leadership skills are becoming more common – and necessary.

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?

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 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.

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.

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.

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.

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.

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.

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.

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 organisations.

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 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.

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.

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?

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.

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 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 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.

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.

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.

The Path to Better Contact Centre Reporting

As the contact centre landscape changes, so too must the reporting and analytics solutions that drive decision-making and performance management.

Multichannel Analytics in the Contact Centre

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

Contact Centre Priorities for 2018

What do contact centres 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 centre in the coming year.

Top 3 Ways to Forecast for Your Contact Centre

Good forecasting generates immediate savings and improves customer satisfaction because it reduces understaffing and overstaffing, minimises customer wait times and optimises the customer experience.

Driving Customer-Centric Business Strategies

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

STEPPING UP TO THE SECURE CLOUD

Security used to prevent contact centres from moving to the cloud. Now, it’s a reason to switch. Learn why 83% of all data centre traffic will be cloud-based by 2019.

How to Succeed with Contact Centre 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 centre 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 centres are addressing changes in the customer experience space.

EXECUTIVE REPORT: PERFORMANCE & AGENTS

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

The Definitive Primer on Workforce Engagement Management

Learn why contact centres 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 centres and how speech analytics can help monitor compliance and reduce risk.

Leveraging Millennials in the Contact Centre

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

Enhancing Agent Engagement

Learn 5 strategies to enhance and empower your agents within your contact centre.

CCW MARKET STUDY: CONTACT CENTRE 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 analyse thousands of voice conversations to uncover the true voice of your customers.

Report: The Future of the Contact Centre

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

Get Smart About Contact Centre 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 centre.

10 Pitfalls in Defining KPIs for the Contact Centre.

Are you measuring the right performance metrics in your contact centre? Find out what it takes to set KPIs that reflect the goals of your organisation 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 centre.

WHY AN INTEGRATED WFO SOLUTION IS A BEST PRACTISE

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

Simplexity: Break Customer Service Out of Chaos and Move Forward

In this hyper-connected world, customers demand more from the contact centre. 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 Organisations: 7 Ways Healthcare Systems Can Improve the Patient Experience

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

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

Healthcare Organisations: 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 Centres: Are You Ready for the Future?

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

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