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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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.
Tags: car
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.
Tags: car
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.
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.
Tags: analytics
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.
Tags: EMEA
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.
Tags: EMEA
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
Humanize the Workplace – 8 ways to retain your top talent
Discover 8 proven ways to retain the top talent in your contact center.
October 11, 2019
Gamification – getting started with a real-world strategy
Download the Whitepaper to learn why gamification has become so important and how to utilise it within your contact centre.
October 10, 2019
3 Steps to Becoming a Voice of the Customer Super Hero
Grab your cape and learn what it takes to save the day and become a voice of the customer super hero.
Tags: analytics
October 9, 2019
Embracing Digitalization
The future of customer service is now. Read our Whitepaper and embrace digitalization from within your brand.
October 6, 2019
CCW Sponsored Report: Trends in Customer Experience Design & Strategy
Download and learn in-depth research about what customers want, where brands are failing, and how brands are investing in customer experience design & strategies.
October 4, 2019
Calabrio One Overview
Discover how Calabrio ONE can help you provide better customer service with the strategic use of workforce optimization software.
Tags: brochure, Industry resource
April 18, 2019
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