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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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.
December 20, 2019
Learn how contact centres are turning to innovative technologies to increase customer retention, empower agents and deliver measurable business value.
December 19, 2019
Considering implementing an analytics solution in your contact centre? Discover 10 practical, real-world use cases.
December 18, 2019
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
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.
December 16, 2019
Analytics technology is evolving rapidly. Learn what’s in store for big data and stay ahead of the curve in your contact centre.
December 14, 2019
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.
December 13, 2019
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
Download and learn how Calabrio ONE brought a customer a 546% ROI in this Forrester commissioned Total Economic Impact (TEI) report.
December 9, 2019
New study reveals what companies must focus on first to meet customer expectations for digital service.
December 8, 2019
Learn how advanced contact centre analytics technology can unlock rich voice-of-the-customer (VoC) insights and drive business value.
December 6, 2019
Learn about Dynamic Scheduling and discover how it simplifies WFM processes, increases performance and reduces agent turnover.
December 5, 2019
Discover how leading companies are using speech analytics in the contact centre to improve their customer experience and drive top line growth.
December 4, 2019
As the contact centre landscape changes, so too must the reporting and analytics solutions that drive decision-making and performance management.
December 2, 2019
Learn how contact centre analytics can uncover data from customer interactions and provide valuable business insights.
December 1, 2019
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.
November 30, 2019
Good forecasting generates immediate savings and improves customer satisfaction because it reduces understaffing and overstaffing, minimises customer wait times and optimises the customer experience.
November 29, 2019
Download our ebook to learn the 4 steps to turning the contact centre into a business intelligence engine.
November 28, 2019
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.
November 27, 2019
Learn how analytics can help uncover customers needs, identify factors causing negative experiences and reduce agent turnover.
November 26, 2019
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.
November 25, 2019
Learn how to build a comprehensive Total Cost of Ownership model to choose the right workforce optimization solution.
November 24, 2019
Download our ebook and reference it as a guide to finding the right partners and selecting the right technologies for your business.
Read this Executive Report from CCW for in-depth research about how contact centres are addressing changes in the customer experience space.
November 23, 2019
This in-depth Executive Report from CCW looks at what contact centres are doing to ensure that their customer experience investments achieve results.
November 22, 2019
Learn why contact centres are turning to WEM software to elevate the customer experience, overcome competitive threats, reduce talent shortages and increase agent tenures.
November 21, 2019
Learn about federal regulations that directly impact contact centres and how speech analytics can help monitor compliance and reduce risk.
November 20, 2019
Discover how to improve your ability to retain Millennial agents and leverage their unique performance potential.
November 17, 2019
Download and learn in-depth research about what customers want, where brands are failing, and how brands are investing in customer experience design & strategies.
November 15, 2019
Find out how to analyse thousands of voice conversations to uncover the true voice of your customers.
November 14, 2019
Discover CCIQ’s Winter 2016 findings about the trends and challenges facing the contact centre based on a worldwide survey of contact centre leaders.
November 12, 2019
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.
November 11, 2019
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.
November 10, 2019
Download this white paper to learn four reasons you should be using Workforce Management (WFM) technology instead of spreadsheets in your contact centre.
November 9, 2019
Find out why Gartner’s research shows that a comprehensive workforce optimization solution is the best choice for the modern contact centre.
November 8, 2019
In this hyper-connected world, customers demand more from the contact centre. Learn how to succeed in this increasingly complex environment.
November 7, 2019
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