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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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
CCW Market Study: Contact Centre Success In The Automation Age
Learn how automation and contact centre operations are co-evolving. Download the 2019 CCW Market Study on Contact Centre Success In The Automation Age sponsored by Calabrio.
January 1, 2018
Why Do WFM Projects Fail?
Download our Whitepaper and learn four recommendations that may help you stay on track when implementing WFM technology in your contact centre.
What is WFM – A Guide to Workforce Management
What is WFM? How does it work? Who does it impact? Get the full guide to Workforce Management.
Are You Listening? The Truth About What Customers Want in a Digital World
Learn how modern day technology affects the modern day consumer. Is your brand listening?
Tags: EMEA
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.
Tags: Analytics Kit, Analytics Kit Only
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.
Tags: Analytics Kit, Analytics Kit Only
The Value of Time – Creating efficient, flexible experiences for customers and agents
Download this Whitepaper and learn to create efficient, flexible experiences for your customers and agents.
Webinar: The Top 10 Use Cases for Contact Centre Analytics
Watch this webinar on demand and learn 10 practical business use cases for having analytics in your contact centre.
Tags: Analytics Kit, Analytics Kit Only
Lifestyle Scheduling – Finding the Healthy Balance
Well-functioning, productive contact centres have an even balance between workforce levels and workload requirements. Download the Whitepaper to learn more.
Building a Business Case for Advanced Reporting
Struggling with outdated, underpowered and overly-complicated reporting and analytics? Learn how to make the case for advanced reporting in your contact centre.
Tags: car
Tips and Techniques for Accurate, Effective Forecasting
Predicting the future is no easy task. A properly forecasted and staffed contact centre saves the customers time and benefits your bottom line. Download the guide to learn more.
The Customer Data Often Overlooked by the C-suite
Learn from over 1,000 C-Suite executives in the U.S. and U.K., about the factors that compel change in their organisation and the data sources they rely on to inform their decisions.
CCW Special Report: Customer Sentiment
Are your repeat customers truly loyal? Download the special CCW report and learn how customer sentiment can uncover the answers to the questions you’re asking about customer experience.
SUCCESS IN THE EXPERIENCE ERA
C-suite executives rank customer experience as a key priority of global business. Learn where 800 executives say their organisation falls short.
ARCHIVED – How to Apply VOC Best Practises to Voice-of-the-Employee Initiatives
Need a better way to identify when the risk of turnover increases in your contact center? Read this new Gartner Report to learn how organisations are using voice-of-the-customer tactics to increase workforce engagement.
Tags: wem
Top 10 Analytics Use Cases
Considering implementing an analytics solution in your contact centre? Discover 10 practical, real-world use cases.
Tags: Analytics Kit, Analytics Kit Only
Optimising the Agent Journey to Perfect the Customer Journey
As new interaction channels become the norm, understand how talent fits the equation. Read the Whitepaper from McGee-Smith Analytics to learn more.
2018 CCW Market Study: The Future of the Contact Centre in 2019
Learn how digital technologies will change the contact centre environment in 2019
January 1, 2017
2018 CCW Market Study: The Customer Experience
Learn how the modern customer is truly feeling about modern customer service strategies.
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