White Papers & Reports

From the latest best practices and innovative strategies to emerging trends impacting the contact center world, these are resources to keep your business moving forward.

White Papers & Reports

From the latest best practices and innovative strategies to emerging trends impacting the contact center world, these are resources to keep your business moving forward.

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Older posts

Gartner Magic Quadrant for Contact Center as a Service (CCaaS)

November 18, 2024

Innovation Insight

Generative AI Chatbot to Improve CX and Agent Productivity

September 23, 2024

Financial Services Smart Guide

This eBook is your essential guide to staying ahead in the digital age, offering actionable insights and expert advice to help you create personalised, seamless, and secure customer experiences.

Truth About Chatbots

Debunking 7 popular myths to drive Better virtual agent performance!

April 19, 2024

6 Signs eBook

If you’re struggling with any of these, it might be time to revamp your Bot Management Strategy!

The Inner Circle Guide to Omnichannel Workforce Optimization

“The Inner Circle Guide to Omnichannel Workforce Optimization” by Contact Babel stands as an authoritative annual report delving into WFO and WEM Solutions, providing a comprehensive view of their implementation and utilization realities.

March 21, 2024

Hype Cycle™ for Customer Service and Support Technologies, 2023

Gartner explores the most effective tools to ensure a consistent and connected customer experience.

November 1, 2023

State of the Contact Center 2023

Contact centers are at the forefront of remote-based work and Artificial Intelligence—modernizations that are here to stay. But how does the agent of the future fit in, who are they, and how to activate them?

September 29, 2023

2022 Spark Matrix For Workforce Engagement Management

Learn how Calabrio was named a Leader in 2022 WEM SPARK Matrix from Quadrant Knowledge Solutions.

January 11, 2023

State of the Contact Center 2022

97% of consumers say contact center interactions impact brand loyalty and revenue. Discover more key findings in our annual report.

September 15, 2022

Performance Coaching Drives Agent Engagement

Learn how you can retain skilled agents and improve your overall customer experience through personalized performance coaching.

August 23, 2022

Transform Your Quality Program with Calabrio Analytics

Get the rich business insight and technology foundation you need to succeed, now and in the future.

July 28, 2022

The Inner Circle Guide to Cloud-Based Contact Center Solutions, 5th Edition

Learn how cloud-based solutions have evolved in modern contact centers and why their value cannot be overstated.

June 27, 2022

Workforce Wellbeing Recovery Toolkit

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.