White Papers & Reports

Download this white paper to learn four reasons you should be using Workforce Management (WFM) technology instead of spreadsheets in your contact centre.

Find out why Gartner’s research shows that a comprehensive workforce optimization solution is the best choice for the modern contact centre.

In this hyper-connected world, customers demand more from the contact centre. Learn how to succeed in this increasingly complex environment.

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

Healthcare Organisations: Download our ebook to learn 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: Download our ebook to learn 6 strategies to improve your customer experience.

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

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.

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

This Whitepaper examines 7 challenges relating to outsourcing contact centres.

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

Discover 8 proven ways to retain the top talent in your contact center.

Download the Whitepaper to learn why gamification has become so important and how to utilise it within your contact centre.

Grab your cape and learn what it takes to save the day and become a voice of the customer super hero.

The future of customer service is now. Read our Whitepaper and embrace digitalization from within your brand.

Learn how customer experience measurements are being utilised to the fullest in the modern 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.

A recent survey of senior customer experience (CX) and customer contact professionals uncovers top priorities in handling the ever-changing CX environment for 2019-2020.

Download our Calabrio Cheat Sheet and learn the facts about your current Cisco UCCX solution

Considering switching up your contact centre technology stack? Learn how Calabrio ONE achieved an ROI of 546% for one of our customers.

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.

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? How does it work? Who does it impact? Get the full guide to Workforce Management.

Learn how modern day technology affects the modern day consumer. Is your brand listening?

Download this Whitepaper and learn to create efficient, flexible experiences for your customers and agents.

Learn how customer experience measurements are being utilised to the fullest in the modern contact centre.

Well-functioning, productive contact centres have an even balance between workforce levels and workload requirements. Download the Whitepaper to learn more.

Struggling with outdated, underpowered and overly-complicated reporting and analytics? Learn how to make the case for advanced reporting in your contact centre.

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.

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.

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.

C-suite executives rank customer experience as a key priority of global business. Learn where 800 executives say their organisation falls short.

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.

As new interaction channels become the norm, understand how talent fits the equation. Read the Whitepaper from McGee-Smith Analytics to learn more.

Learn how digital technologies will change the contact centre environment in 2019

Learn how the modern customer is truly feeling about modern customer service strategies.