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.
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.
January 1, 2018
UK CC Decision-Makers’ Guide – The Multichannel Workforce Management chapter
The “UK Contact Centre Decision-Makers’ Guide (2024 – 21st edition)” is Contact Babel’s annual report studying the performance, operations, technology and HR aspects of UK contact center operations.
March 22, 2024
The Inner Circle Guide to Omnichannel Workforce Optimisation
“The Inner Circle Guide to Omnichannel Workforce Optimisation” by Contact Babel stands as an authoritative annual report delving into WFO and WEM Solutions, providing a comprehensive view of their implementation and utilisation realities.
March 21, 2024
State of the Contact Centre 2023
Contact centres are at the forefront of remote-based work and Artificial Intelligence—modernisations that are here to stay. But how does the agent of the future fit in, who are they, and how to activate them?
September 29, 2023
State of the Contact Centre 2022
97% of consumers say contact centre interactions impact brand loyalty and revenue. Discover more key findings in our annual report.
September 15, 2022
THE UK CONTACT CENTRE DECISION-MAKERS’ GUIDE 2022
What should contact centres consider when analyzing their performance and operations? How does technology affect the customer experience? How can HR boost agent engagement and loyalty? Download the Contact Babel report to learn more.
January 25, 2022
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
The Inner Circle Guide to Cloud-Based Contact Centre Solutions
Learn how cloud-based solutions have evolved in modern contact centres and why their value cannot be overstated.
June 27, 2022
The Inner Circle Guide to Remote & Hybrid Working Contact Centre Solutions
What should contact centre leaders consider when evaluating whether remote and hybrid work solutions are serving their business and staff? What should they think about if making this a permanent work style- or even testing it? Download the Contact Babel report to learn more.
April 8, 2022
Workforce Wellbeing Recovery Toolkit
How can you position your organization to capitalize on massive shifts in consumer beliefs and behaviors moving forward? Download our latest eBook now to find out.
March 25, 2022
VENTANA RESEARCH AGENT MANAGEMENT VALUE INDEX
Original research report – Trends on agent wellbeing and work/life expectations
January 27, 2022
Embracing Double-Edged Customer Expectations Guide
How do contact centres untangle complexity and deliver on customers’ simultaneous needs for efficiency and the human touch?
January 14, 2022
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 from your contact centre.
Download: Health of the Contact Centre 2021 Report
Our original research report discusses clear trends on agent wellbeing and work/life expectations.
January 11, 2022
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
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
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.
Tags: wem
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
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
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.
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
Page 1 of 4
Calabrio Named a Visionary in the 2021 Gartner Magic Quadrant for Workforce Engagement Management.
The “UK Contact Centre Decision-Makers’ Guide (2024 – 21st edition)” is Contact Babel’s annual report studying the performance, operations, technology and HR aspects of UK contact center operations.
“The Inner Circle Guide to Omnichannel Workforce Optimisation” by Contact Babel stands as an authoritative annual report delving into WFO and WEM Solutions, providing a comprehensive view of their implementation and utilisation realities.
Contact centres are at the forefront of remote-based work and Artificial Intelligence—modernisations that are here to stay. But how does the agent of the future fit in, who are they, and how to activate them?
97% of consumers say contact centre interactions impact brand loyalty and revenue. Discover more key findings in our annual report.
What should contact centres consider when analyzing their performance and operations? How does technology affect the customer experience? How can HR boost agent engagement and loyalty? Download the Contact Babel report to learn more.
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.
Learn how cloud-based solutions have evolved in modern contact centres and why their value cannot be overstated.
