White Papers
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.