White Papers & Reports – Calabrio (UK)

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 3 of 4

Evaluating TCO for Customer Engagement Software


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

Evaluating TCO for Customer Engagement Software

November 24, 2019


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.

Customer Experience Game Changers

November 23, 2019


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.

November 22, 2019


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.

November 21, 2019


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.

How Speech Analytics Helps You Take Charge of Compliance and Liability

November 20, 2019


Leveraging Millennials in the Contact Centre


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

Millennials at Work

November 17, 2019


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.

November 15, 2019


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.

Voice in the Sea of Big Data

November 14, 2019


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.

November 12, 2019


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.

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November 11, 2019


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.

Cover Image for Contact Centre KPI Pitfalls Ebook

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November 10, 2019


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.

November 9, 2019


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.

November 8, 2019


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.

Simplexity

November 7, 2019


Insurance Companies: 8 Strategies to Improve the Customer Experience


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

November 5, 2019


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.

November 4, 2019


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.

November 3, 2019


Retailers: 7 Strategies to Improve the Customer Experience


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

November 2, 2019


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.

November 1, 2019


Telecom: 8 Strategies to Improve the Customer Experience


Telecom Providers: Download our ebook to learn 8 strategies on how to improve your customers experience.

October 31, 2019


CCW Market Study: Performance & Metrics


Learn what it takes to create a performance culture within the contact centre. Download the 2018 CCW Market Study on Performance and Metrics, sponsored by Calabrio.

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October 30, 2019


Customers Love Your Finely Crafted Brand Story


Download our ebook to learn how to build a solid brand foundation through the use of analytics.

October 29, 2019


Separating Reality From Hype


Download our ebook to learn 9 ways CMOs and CXOs can use contact centre analytics today.

October 28, 2019


Hospitality Businesses: 8 Strategies to Improve the Customer Experience


Hospitality Businesses: Download our ebook to learn 8 strategies to improve your customer experience.

October 27, 2019


Airlines: 7 Strategies to Improve the Customer Experience


Airlines: Download our ebook to learn 7 strategies to improve your customer experience.

October 26, 2019


The UK Customer Experience Decision-Makers’ Guide 2018


Download this new annual report on the CX strategy and technology in UK organisations.

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October 25, 2019


Inner Circle Guide to Customer Interaction Analytics


What business issues are customer interaction analytics currently solving? Read and learn how analytics affects the customer experience.

October 24, 2019


Financial Institutions: 9 Strategies to Improve the Customer Experience


Financial Institutions: Download our ebook to learn 9 strategies to Improve the customer experience.

October 23, 2019


The European Contact Centre Decision-Makers’ Guide


Download this new annual report to learn more about the state of the European contact centre environment.

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October 22, 2019


What is the Business Value of Moving from Excel to WFM?


Know your limits – ditch the scheduling spreadsheets and learn the business value of owning an effective WFM tool.

October 19, 2019


The IT Guide to WFM


This Whitepaper answers the top 7 questions for seamless WFM investment & Implementation

October 17, 2019


A Guide to Sustainable Business Success


Read our Whitepaper and learn to power your CX and employee engagement with Workforce Management.

October 15, 2019


7 Challenges Contact Centres Face Today


This Whitepaper examines 7 challenges relating to outsourcing contact centres.

October 14, 2019


The Future of Work – The Impact on Business, Consumers and Employees


Technology is setting the pace of change in the workplace and consumers across the globe are taking notice. Download the Whitepaper to learn more.

October 13, 2019


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