White Papers & Reports

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.

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.

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.

Original research report – Trends on agent wellbeing and work/life expectations

How do contact centres untangle complexity and deliver on customers’ simultaneous needs for efficiency and the human touch?

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.

Our original research report discusses clear trends on agent wellbeing and work/life expectations.

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.

The transition to a hybrid-based new normal will require a more strategic approach and thoughtful deployment of enabling cloud-based technologies.

In an increasingly connected world, rogue leadership skills are becoming more common – and necessary.

Customer Experience (CX) makes the world go round, or at least good business. But how much do you really know about making CX successful and impactful for your company?

The modern multi-channel contact centre has entered a Cloud-Smart Era. This next phase of cloud transformation moves from a reactive approach — solving urgent business problems with cloud-based solutions — to more proactive strategies for achieving key business goals.

With customer and agent standards set to rise in 2021, technology that proved underwhelming last year will prove immensely debilitating moving forward.

With more and more advisors working from home, it’s vital that contact centre managers adapt their coaching processes to support new flexible working models. Read the Whitepaper to learn more.

Heightened customer expectations, greater compliance requirements and the transition of simpler tasks to automation have all combined to make the contact centre advisor’s role increasingly complex.

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.

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.

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.

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.

How Leading Contact Centres are turning forced changes into future-ready strategies. Download the Contact Babel report to learn more.

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.

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.

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.

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.

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.

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.

How are leading contact centres turning forced changes into future-ready strategies? Learn more from our new research report.

Today’s contact centres are challenged more than ever before to anticipate and manage a changing environment – can you adapt quickly enough?

Learn how cloud solutions have evolved in the contact centre and read the top 3 modern reasons for switching to a cloud-based contact centre solution.

Up until very recently, the majority of US contact centres worked in a traditional, centralised model, with 13% of agents working remotely at home on a permanent basis. Download the guide to learn more.

Dynamic WFM will continue to enhance customer and employee engagement and enterprise productivity, no matter the sudden situation. Download the report to learn more.

The irrefutable link between employee engagement and customer experience is well-documented. Download the White Paper to learn how to better engage your workforce.

In this Ebook, we examine security risks and explain how Calabrio can help your organisation comply with and maintain GDPR and CCPA requirements.

Translate the voice of your customers into intelligence that sets you apart from every other organisation. Download the White Paper now.

Learn how Calabrio experts helped six organisations put Calabrio Analytics to work and gain traction for customer-focused transformations – without losing sight of operational costs.

The first annual Calabrio Analytics Competition bestowed honors upon three companies for the incredible work accomplished using Calabrio Analytics to improve and advance their contact centre operations. Download the Ebook to learn more

Read what the experts are saying on the future of customer experience.

Download our Customer Service Performance Checklist and see if your customer service is running smoothly.

Download the Pelorus Report to learn how modern WFM vendors stack up.

Download this WFM checklist and see if your contact centre WFM technology needs a refresh.

Differentiate your workforce by implementing these 5 strategies to boost agent engagement, improve retention and enhance skill development.

Learn how contact centres are turning to innovative technologies to increase customer retention, empower agents and deliver measurable business value.

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.

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.

Analytics technology is evolving rapidly. Learn what’s in store for big data and stay ahead of the curve in your contact centre.

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.

Download the tip sheet to learn 7 tips on how to tell a captivating story with voice of the customer (VoC) data.

Download and learn how Calabrio ONE brought a customer a 546% ROI in this Forrester commissioned Total Economic Impact (TEI) report.

New study reveals what companies must focus on first to meet customer expectations for digital service.

Learn how advanced contact centre analytics technology can unlock rich voice-of-the-customer (VoC) insights and drive business value.

Learn about Dynamic Scheduling and discover how it simplifies WFM processes, increases performance and reduces agent turnover.

Discover how leading companies are using speech analytics in the contact centre to improve their customer experience and drive top line growth.

As the contact centre landscape changes, so too must the reporting and analytics solutions that drive decision-making and performance management.

Learn how contact centre analytics can uncover data from customer interactions and provide valuable business insights.

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.

Good forecasting generates immediate savings and improves customer satisfaction because it reduces understaffing and overstaffing, minimises customer wait times and optimises the customer experience.

Download our ebook to learn the 4 steps to turning the contact centre into a business intelligence engine.

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.

Learn how analytics can help uncover customers needs, identify factors causing negative experiences and reduce agent turnover.

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.

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

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.

This in-depth Executive Report from CCW looks at what contact centres are doing to ensure that their customer experience investments achieve results.

Learn why contact centres are turning to WEM software to elevate the customer experience, overcome competitive threats, reduce talent shortages and increase agent tenures.

Learn about federal regulations that directly impact contact centres and how speech analytics can help monitor compliance and reduce risk.

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

Learn 5 strategies to enhance and empower your agents within your contact centre.

Download and learn in-depth research about what customers want, where brands are failing, and how brands are investing in customer experience design & strategies.

Find out how to analyse thousands of voice conversations to uncover the true voice of your customers.

Discover CCIQ’s Winter 2016 findings about the trends and challenges facing the contact centre based on a worldwide survey of contact centre leaders.

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.

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.