White Papers

Workforce Management Doesn’t Have to be So Hard

DMG Consulting LLC discusses the evolution of Workforce Managment and how vendors are finally listening to their customers and starting to deliver enhanced WFM solutions that are easier to use and maintain.

Contact Center Workforce Management Market Report

This is DMG Consulting LLC’s fifth annual Contact Center Workforce Management Market Report.  This report provides the most comprehensive, timely and fact-based coverage of the contact center technology sector.

How Speech Analytics Helps You Take Charge of Compliance and Liability

A white paper by author Dick Bucci of Pelorus Associates sponsored by Calabrio alerting readers to the federal level regulations and liability exposures that most directly impact the activities of modern contact centers and also explains how speech analytics can help monitor compliance and reduce the risk of liability exposures. We should caution that the content of this white paper does not represent formal legal guidance. For that you should rely on your compliance office or legal counsel.

Workforce Management: Third Generation Comes of Age

A Saddletree Research white paper sponsored by Calabrio presenting a history of WFM in the contact center and supporting the position that the time has come to review and reconsider your current WFM strategy.

Speech Analytics: Best Practices for Analytics-Enabled Quality Assurance

A DMG Consulting white paper sponsored by Calabrio describing the potential and best practices of Speech Analytics-Enabled Quality Assurance.

Words for the Ys: How to Leverage a Generation’s Strengths and Improve its Staying Power in the Contact Center

This Calabrio white paper explains how focusing on the characteristics that make Generation Ys tick will help your contact center improve its ability to retain Generation Y agents and leverage their performance potential.

North American Contact Center Industry 2011: A Mid-Year Update and Forecast

A white paper sponsored by Calabrio outlining the status of the industry at mid-year along with a technology forecast.

The Inner Circle Guide to Speech Analytics

A ContactBabel white paper sponsored by Calabrio about speech analytics – technology, business benefits, building a business case, implementation and market landscape.

Can Your Center Keep Up with the Changes?

A Frost & Sullivan white paper sponsored by Calabrio outlining the changes contact centers face and how to prepare for them.

Making WFM Work: Best Practices and ROI Model

A white paper that helps identify WFM benefits for your call center along with tips on how to increase them. An ROI model is also provided along with WFM application selection criteria.

Saddletree Research Brief – Calabrio ONE Personalizes the User Experience, Continues to Push the Web 2.0 Envelope

Calabrio continues to push the Web 2.0 Envelope with the release of Calabrio ONE® an enterprise software suite which draws upon the proven techniques of the social web in order to deliver a workforce optimization user experience similar to that of a social media site. This latest release adds a more personalized user experience to Calabrio ONE.

Web 2.0 and its Benefits – Sweetening the Workforce Optimization Suite

Explains the benefits of Web 2.0 and why it’s the right choice for the contact center.

Building a Business Case for Your Next-Generation Quality Assurance Solution

A white paper by DMG that explains how to build a business case for an enhanced Quality Assurance solution.

Speech Analytics – The Simple Definition

Examines how the benefits that the technology offers are realized without incurring the costs, pain and uncertainty associated with complexity.

Speech Analytics – The Power of Simplicity

A Guide to phonetics-based speech analytics that examines the power of speech analytics technology to extend resources and expand knowledge.

Saddletree Research Brief: Calabrio One Workforce Optimization Meets Web 2.0

Calabrio is among the elite few that have fully grasped the extensive potential of Web 2.0 as evidenced by the announcement of Calabrio One, the contact center industry’s first software-based workforce optimization suite in a Web 2.0 framework.

AAA Western and Central New York

With Calabrio Workforce Management and Quality Management, AAA Western and Central New York is able to handle any customer service issue at any time.

Republic Services

Calabrio Quality Management helps Republic Services continue to deliver the highest customer service standards to thousands of communities across the U.S.

Gartner Magic Quadrant for Contact Center Workforce Optimization

Increased customer demand has fueled the introduction of new vendors into the contact center WFO marketplace, providing greater choice in what was a somewhat restricted landscape.